Our Business Service Promise to you
Exceptional reliability and customer support are at the heart of our Business Service Promise, giving you the reassurance you need to choose Eclipse.
Reliability
Keep your business running smoothly with the highest levels of uptime and security:
- 99.9% uptime for broadband and web hosting
- 100% uptime agreement on your Managed Server Hosting solution
- 99.9% availability guarantee on our business-class email service
- Industry leading Cisco IronPort anti-virus and anti-spam for your email
- Secure, resilient and fully monitored data centre at Global Switch
- We identify and resolve potential issues before they can impact your business
Support
Dedicated IT advice and support for small business owners, taking away your IT headaches.
- Calls answered in 60 seconds or less
- 70% of faults fixed at first call
- UK-based contact centre in Exeter, Devon
- Personalised support from experienced and knowledgeable staff
- Total ownership of your problem until it’s fixed to your satisfaction
- Easy switching with no downtime on your broadband connection
Our Business Service Promise Performance
How are we performing?
February 2010 Performance
| How are we performing? | December | January | February |
|---|---|---|---|
| Average time to answer your Business technical support call | 90secs | 74secs | 71secs |
| Availability of our core services | 99.89% | 99.73% | 99.95% |
| Orders fulfilled on time | 99.30% | 98.57% | 100.00% |
| Customers needing to call our technical support team | 6.74% | 7.22% | 6.82% |
| Customer faults fixed at first call | 61% | 62% | 71% |
| Eclipse Broadband Fault Rate Compared to Industry Average | -3% | -28% | -6% |
| Spam / virus carrying emails blocked (millions) | 370 | 297 | 224 |
Find out how we can help your business
HAPPY CUSTOMERS
"Eclipse delivers first class service, many companies talk the talk, but in my experience not many can actually deliver it, Eclipse can."
Hidden Hearing
Eclipse Customer
OUR BUSINESS SERVICE PROMISE
- We aim to answer your business support call within 60 seconds
- We aim for the lowest fault rate of all UK providers
- We aim to fix your issues first time so you don't have to call us back
- Expert advice from UK-based business support teams
