System information

Chapter 1:

Intuit Eclipse Support Introduction

The goal of Intuit Eclipse Support is to provide quality customer service in an effective, efficient

manner. Our primary focus is the support of the Eclipse core application, while also attempting

to meet other computing needs of our client base.

In keeping up with rapidly changing computing environments, we are constantly re-evaluating

and adding to our support staff. Since our primary focus is the Eclipse application, we seek

personnel with strong customer service, distribution, inventory management, and accounting

skills. We also strive to meet your other computing needs by providing knowledgeable,

comprehensive support in the areas of system tuning and optimization, networking services, and

desktop configuration, to name a few.

The receptionist will identify the nature of your incoming call and forward you to the appropriate

group. We make every attempt to answer your incoming call, but should there be no technician

available, we will offer you voice mail and have the technician return your call. If you are

reporting a “system down,” where all employees are unable to use the system, we will page a

support technician who can respond immediately.

The Support Department is divided into two groups: Systems and Applications.

Systems

The focus of the systems group is system integrity. This focus includes, but is not limited to:

hardware configuration (including RS6000s and peripherals), networking (LAN and WAN),

printing, faxing, AIX (IBM's Unix operating system), UniVerse, Windows, upgrades, companion

products, and system performance.

Applications

Applications support is divided into two areas of expertise: Inventory Management and

Accounting, with each group having a team lead.

We have instituted a tiered structure in applications support, for the purpose of expediting, and

escalating issues. Tier 1 support will answer your incoming call and initiate a tracker. If we

cannot resolve your issue on the initial contact, we will escalate it to the Tier 1 team lead and

give you the tracker number.

Teams meet formally on a weekly basis (Friday at lunch) and informally on a daily basis. If your

issue requires further escalation, we will forward it to Tier 2 for in-depth research and/or

programming intervention.