ASI shall credit any amounts paid towards the customer’s Eclipse Annual Support account. These credits are redeemable towards a future renewal of Eclipse Annual Support, and otherwise have a cash value of zero. The credits are nontransferable. Unredeemed credits shall expire after one rolling year.
What is a Support Incident? A Support Incident is a specific, discrete problem whose origin can be isolated to one or more causes. ASI, in its sole discretion, will determine what constitutes a Support Incident.
What is a Resolution? Generally, a Support Incident is resolved when the Customer receives one of the following:
(a) Information that resolves the problem; (b)* Information that identifies the problem as being resolved by upgrading to a newer version of Eclipse or other supported software; (c) Information on how to obtain a software solution that will resolve the problem; (d) Notice that the problem has been identified as a hardware equipment issue; (e) Notice that the problem is caused by a known, unresolved issue or an incompatibility issue. ASI shall make reasonable efforts to resolve a Support Incident but does NOT guarantee that a Support Incident will be resolved.
If during the initial troubleshooting a resolution cannot be reached, ASI shall create an open ticket and perform follow-up troubleshooting; ASI does not guarantee a response will be provided within a specific time period. In its sole discretion, ASI may perform follow-up troubleshooting to a ticket outside normal office hours. In its sole discretion, ASI may close a ticket. *Note that the purchase of Pay-Per-Incident Support does NOT entitle the user to a newer version of Eclipse or other supported software. The newest version of Eclipse is sold separately, and is also available by renewing your Eclipse Annual Support. For more information, call 800-800-1759.
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