Eclipsys Support Services

Eclipsys has developed a variety of post-implementation service offerings that make it possible for our customers to achieve greater system stability, more business agility, and greater operational efficiency.

The objectives of these services are to offer technical expertise and operational excellence to assist our customers to manage their Oracle products and by doing so, avoid the costly hiring and retention of full-time qualified technical resources.  In working with Eclipsys, our customers acquire a wide range of skills for Oracle hardware, middleware and applications, providing them with access to the right skills at the right time.

Our support services scale to meet our customer demands, starting with a Bank of Hours suitable for customers requiring intermittent assistance with planned activities, to our Support Service suitable for customers requiring support with day to day operations, to our most engaging offering Managed Service suitable for customers requiring full proactive monitoring and management of their environment.

The following is a summary of Eclipsys’ Support Service offerings:

Bank of Hours Support Service Managed Service
  • Pre-paid packages of block of hours. No subscription required and no recurring fees.
  • Work executed as per customer requirement.
  • Pricing discounted from rate card for specific resource category.
  • Suitable for planned work such as system configuration, performance tuning and troubleshooting, and non-urgent assistance and accompaniment
  • Contract for 1, 2, 3 year terms.
  • Work executed as per customer requirement. Work can include proactive or reactive operations.
  • Monthly provisions for operations and troubleshooting, with ability to exceed plan.
  • Suitable for day to day operations and reactive troubleshooting.
    • For work that requires quick response time.
  • Includes ticketing & support desk.
  • Contract for 2 or 3 years.
  • Proactive monitoring and maintenance.
    • Monthly proactive health check, maintenance, reports, etc.
  • Monthly provisions for operations and troubleshooting, with ability to exceed plan.
  • Suitable for day to day operations and proactive troubleshooting and monitoring.
    • For mission critical solutions requiring fast response time.
  • Includes monitoring, ticketing & support desk.
Planned Work Reactive Proactive