System information

Rel. 7.0 and 8.0 Red Book for AIX

Intuit Eclipse Support Hours and Service

Intuit Eclipse offers extensive support hours and services. Charges for these services keep Intuit

Eclipse competitive and allow us to continue providing quality support to our clients.

Support Policy During Normal Business Hours

Your support contract with Intuit Eclipse provides customer support Monday through Friday,

from 8:00 AM to 5:00 PM, in your local time zone.

Note: Refer to the Customer Support web site at

http://www.eclipse.intuit.com/support/ for a list of the Eclipse holidays,

when after-hours emergency support is available.

Please let us know in advance when you will need extra assistance from Intuit Eclipse Support

during normal business hours for activities such as the following:

• Moving, adding, or subtracting hardware to or from a system.

• Performing a complete physical inventory.

• Conducting an audit.

We will do our best to have the necessary technician available to assist you.

After-Hours Emergency Support

After-hours emergency customer support is available 24 hours a day, 7 days a week. We ask that

all customers requiring emergency service leave a message. Be sure to leave your name, a brief

message describing the problem, and a telephone number where you can be reached. We will

strive to return this call in 1/2 hour or less. Because it is necessary to coordinate personnel and

appropriate resources for the resolution of your problem, we strive to have those resources

available within 2 hours of your initial call.

Intuit Eclipse bills this service at an hourly rate, with a 2-hour minimum.

IBM Hardware Problems

Your IBM hardware is under warranty for the first year for on-site service. At the end of the

warranty period, Intuit Eclipse offers a Maintenance Agreement for IBM on-site service. We

highly recommend the renewal of the Maintenance Agreement, as maintenance problems surface

when you least expect it and usually are sources of great stress—stress that is only increased by

the requirement to negotiate payment terms for the unsupported maintenance.