The after hours support policy is described in detail in the Eclipse Support Policy Guide and your customer contract. The list below has been provided to provide a quick reference guide to address frequently asked questions:
- After hours support is in effect during the period outside the support hours defined in your contract (typically 8:00 AM – 5:00 PM in your local time zone)
- After hours support is only provided for business-critical, priority P0 issues (see Urgency Levels), where business cannot continue until the issue is addressed
- After hours support is only provided for “Production” servers
- After hours support is billed at an hourly rate, with a 2-hour minimum
- After hours support is always a billable service, regardless of root cause
- After hours support is provided only for customer contacts listed in the Epicor iSupport system, whose presence is assumed to be authorization for the contact to accept billable charges on behalf of the customer
For your convenience, here are some tips to avoiding after hours support charges:
- If a contact at your company is not authorized to accept billable charges on behalf of a company, please remove them from the iSupport system
- If you have an after hours support contract with your hardware vendor (ex IBM, Dell) or operating system vendor (ex Red Hat, IBM AIX) vendor, contact their support team to rule out a hardware or operating system issue before contacting Eclipse Support
- Search the Eclipse Knowledge Base, UFO Forums, vendor documentation websites and Google for answers to frequently asked questions before contacting Eclipse Support