Our Support

Ensuring our customers get excellent service has always come first with us, ever since we began life as a business specialist. That's why we promise all our customers fast responses to business critical issues, unlimited technical phone support, access to our huge online knowledgebase, guaranteed 100% network and infrastructure uptime and many other business-critical support features.

Our Business Service Promise to you

We'll reduce time and cost to your business so that you have the time to focus on making your business a success. We do this by providing you with a Business Service Promise.

• We'll give you exceptional UK-based business support
• We aim to have the lowest fault rate of all ISPs in the UK
• We aim to answer your support calls within 60 seconds
• We'll provide 0845 lo-call rate support phone numbers in the unlikely event of an issue
• We aim to fix any issue as soon as you tell us so you don't have to call us back

Our Network Operations Centre

• Dedicated Eclipse Network Operation Centre
• Full network monitoring 24/7
• Our engineers are available 24/7 for fault reporting and remote hands support
• Workspace available for client engineers for install/maintenance
• Optimal security, resilience and performance from our hosting facility in Global Switch

Knowledge Base

• Benefit from our easy-to-use, searchable, self-support tool
• Get immediate answers to your most frequently asked questions
• Access user friendly manuals, installation guides and trouble shooting topics by product

My Eclipse

• Benefit from comprehensive online administration of your services
• Get 24/7 support, account information and product ordering
• Change, adjust and amend your service without having to contact us

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