Eclipse PPM Support

What level of support can I expect?

Solution Q is dedicated to supporting its clients and providing them with superior “hands on” service.

The Eclipse Support Team is here to assist with:

• Application knowledge and functionality
• Issue or defect reporting and resolution
• Application feedback
• Communication related to product updates

Solution Q will make every effort to work with our customers to ensure the highest level of service quality and availability. Solution Q will make certain thorough communication and transparency is maintained through the course of our business relationship.

When can you reach support?

Live technical support coverage is provided between the hours of 8:30 AM - 6 PM EST/EDT, Monday to Friday (excluding Public Holidays).

With the exception of Severity 1 availability, issues reported after 6:00 PM EST/EDT Monday through Friday, or on any designated public holiday shall be responded to on the following business day.

Technical Operations – Solution Q operations team provides monitoring of the Eclipse PPM platform 24x7x365 to ensure application availability. Severity 1 outages outside of business hours or on public holidays are handled through this service.

What happens when I log a case with Solution Q Support?

You will be provided with a Case number for ongoing reference and you can expect support to actively investigate the issue to resolution. Once a case has been resolved, you are provided with the resolution for your own knowledge-base.

Error / Outage Classification:

Severity 1: Error or outage rendering service unavailable or preventing all useful work from being done.

Severity 2: Error or outage creating a substantial degradation in performance of the service and/or disabling major functions from being performed.

Severity 3: Includes all other errors or performance issues affecting non-essential functions of the service or where a workaround currently exists.

Target Response - One (1) hour for Severity 1 errors, two (2) hours for Severity 2 errors and one (1) business day for all other errors. Solution Q will use all reasonable means to repair the error/outage but makes no representations as to when a full resolution of the error may be made.

For Severity 1 cases, you can expect regular contact from Solution Q by phone and/or email (at least twice per day until resolution). For Severity 2 cases, you will be contacted once per day by phone or by e-mail. For all other cases you will be contacted once every other day by phone or by e-mail if there are any significant updates to your case.

Additional Resources

The Eclipse PPM Community contains many great resources to aid you with your Eclipse experience.

Knowledge Base: This searchable tool provides valuable information and step-by-step instruction on many key areas and uses of the application. Here you will find specific knowledge articles, documentation and instructional videos.

Forums: Forums provide a great opportunity for users to share and explore how other Eclipse PPM users utilize the application. Here you can discuss various PM & PPM topics with colleagues from similar or different sectors.

Ideas & Suggestions: See where the development of Eclipse PPM is going or add an idea for consideration in the Ideas & Suggestions area. Here you can review, vote and comment on future Eclipse PPM functionality.

Webinars & Events: Upcoming information and training webinars will be posted, with links to register.

News & Blogs: Review and comment on the various discussions regarding the challenges facing PMO leaders and project managers today.