Eclipse Support Contracts

Eclipse Software and ImageEncoder Support Contracts provide our customers with added value for keeping up to date with software revisions and upgrades, while providing parts for down situations. Customers covered under a support agreement have unlimited priority access to our technical support team, saving time and money.

Budget conscious customers will appreciate the ability to budget a known cost for annual support that includes software upgrades. With a support agreement there are no per incident support charges, and no additional fees for software revisions.

The Eclipse Technical Support Team is comprised of professional experts in our industry. They have set the standard for Customer Service by efficient and quick customer issue resolution. Eclipse Customer Support email: Support @ eclipsedata.com or telephone: +1 (925) 598-0300

For more information on a support contract for your Eclipse Software or ImageEncoder, please email Carol @ eclipsedata.com

Software Support Contract Features

  • Software Updates free of charge during the term of the contract for covered software. Our Support Customers are updated with the most current Rules and Behaviors that let them operate the currently supported drives as well as support current copy protections. For software that is frequently updated this is an important feature.

  • Priority Telephone Response for unlimited calls, emails, and voice messages received by Eclipse Customer Support during normal business hours. All calls and emails will be answered within four business hours. Our engineers work hard to make sure that our customers get the quickest resolution to any issues you may encounter.

  • Priority Testing for BD, DVD and CD samples. Up to ten BD, DVD or CD samples will be tested at no charge. A verbal or email report will be given within one business day after samples arrive at Eclipse. On request, a formal, written report is also available within one business day after testing is completed. The access to testing allows our customers to use the expertise of the Eclipse engineers to help resolve issues quickly.

  • Priority Analysis of customer log files. Up to ten emailed and faxed log files will be tested at no charge. A verbal or email report will be given within one business day after logs arrive at Eclipse. On request, a formal, written report is also available within two business days after analysis is completed. The access to Analysis allows our customers to use the expertise of the Eclipse engineers to help resolve issues having to do with reading and explaining log files quickly.

  • TechFlash Bulletin subscription for rapid dissemination of known issues, bugs, fixes, and technical information. This information is communicated via email (email addresses are never shared). If there are items that come up that will critically affect your business Eclipse will let you know about them. Email is also the way we will communicate that there are software upgrades available to customers.

  • 10% Training Discount on regularly scheduled training given at our Pleasanton, CA Headquarters. Customers that come to our training in Pleasanton are able to learn the best use of the software from our engineer and are able to get hands on training and trouble shoot real issues that come up in pre-mastering, mastering and QC environments.

Encoder/Decoder Support Contract Features

  • Software Updates free of charge during the term of the contract for covered software. Our Support Customers are updated with the most current Rules and Behaviors that let them operate the currently supported drives as well as support current copy protections. For software that is frequently updated this is an important feature.

  • Free Replacement parts for failed Encoder/Decoder/RMI components guaranteed overnight shipment to replace failed system component. (Excludes optical drives.) Our customers can get up and running as quickly as possible, if they go down, at a cost that can be planned and budgeted for.

  • Priority Telephone Response for unlimited calls, emails, and voice messages received by Eclipse Customer Support during normal business hours. All calls and emails will be answered within four business hours. Our engineers work hard to make sure that you get the quickest resolution to any issues you may encounter.

  • Priority Testing for BD, DVD and CD samples. Up to ten BD, CD or DVD samples will be tested at no charge. A verbal or email report will be given within one business day after samples arrive at Eclipse. On request, a formal, written report is also available within one business day after testing is completed. The access to testing allows our customers to use the expertise of the Eclipse engineers to help resolve issues quickly.

  • Priority Analysis of customer log files. Up to ten emailed and faxed log files will be tested at no charge. A verbal or email report will be given within one business day after logs arrive at Eclipse. On request, a formal, written report is also available within two business days after analysis is completed. The access to Analysis allows our customers to use the expertise of the Eclipse engineers to help resolve issues having to do with reading and explaining log files quickly.

  • TechFlash Bulletin subscription for rapid dissemination of known issues, bugs, fixes, and technical information. This information is communicated via email (email addresses are never shared). If there are items that come up that will critically affect your business Eclipse will let you know about them. Email is also the way we will communicate that there are software upgrades available to customers.

  • 10% Training Discount on regularly scheduled training given at our Pleasanton, CA Headquarters. Customers that come to our training in Pleasanton are able to learn the best use of the software from our engineers and are able to get hands on training and trouble shoot real issues that come up in pre-mastering, mastering and QC environments.