Frequently Asked Questions
Everything you need to know about our services
General Questions
What areas do you service?
We're based in Canterbury but provide IT support to businesses across all of New Zealand. For businesses outside Canterbury, we offer remote support, cloud solutions, and can arrange on-site visits when needed. Our core service area includes Christchurch, Rangiora, Kaiapoi, and surrounding Canterbury regions.
How quickly do you respond to support requests?
Response times are dependent on the specific service agreement in place. We generally aim to respond to support requests within 5 business hours, with quicker response for urgent issues depending on the circumstances and nature of the request. Specific response commitments will be outlined in individual service agreements.
Do you work with businesses of all sizes?
Yes! We work with everyone from sole traders and startups to established SMBs with 50+ employees. Our solutions scale with your business. Whether you need help setting up your first business laptop or managing a complex multi-site network, we've got you covered.
What makes Eclipse Solutions different from other IT providers?
We focus on clear communication, responsive service, and practical solutions. Our approach emphasizes explaining technology in plain language, recommending what genuinely suits your business needs, and building long term partnerships based on reliability and trust rather than sales pressure.
Services & Pricing
How do you charge for services?
Our pricing depends on several factors including project scope, complexity, team size, ongoing support requirements, and the specific technologies involved. We offer flexible pricing models to suit different business needs: project based fees for defined deliverables, monthly retainers for ongoing managed services, and hourly rates for ad hoc support. Each engagement is different, so we take time to understand your requirements and budget before providing a tailored proposal. We aim to deliver competitive value and work to provide pricing that reflects the quality and reliability of our service while remaining accessible to growing New Zealand businesses.
Do you offer emergency support?
Emergency support availability depends on the specific service agreement in place. For managed service clients, after hours support options can be included as part of your agreement. We understand that IT issues don't always happen during standard business hours and work to provide support arrangements that suit your operational needs.
Can you help migrate our systems to the cloud?
Yes, cloud migration is one of our service areas. We can assess your current infrastructure, recommend appropriate cloud platforms, develop a migration plan, and assist with implementation. The specific approach and timeline will depend on your environment's complexity and requirements.
Do you build custom software?
While our primary focus is IT infrastructure and support, we do develop custom web applications and automation solutions when they'll genuinely benefit your business. We'll be honest if an off the shelf solution would work better-we're not here to reinvent the wheel unnecessarily.
Security & Compliance
How do you handle data security and privacy?
We treat all client data as confidential and handle personal information in accordance with New Zealand's Privacy Act 2020. We implement reasonable security measures including encrypted connections for remote access, access controls, and follow industry accepted practices for data protection. We can also assist with compliance requirements relevant to your business.
Do you provide cybersecurity services?
Yes, we offer cybersecurity services including security assessments, policy development, employee training, firewall configuration, and incident response planning. Our approach focuses on implementing practical security measures appropriate to your business environment and risk profile.
What happens if we get hacked or hit with ransomware?
If you experience a security incident, we can assist with response and recovery efforts. The specific support available will depend on your service agreement and the nature of the incident. This may include helping to isolate affected systems, assessing damage, and working towards restoration where possible. For managed service clients, we focus on implementing preventive security measures to reduce risk, though no security approach can guarantee complete protection against all threats.
Getting Started
How do I get started with Eclipse Solutions?
Simple! Contact us through our website, email, or phone. We'll schedule a free initial consultation to understand your business, current IT setup, pain points, and goals. From there, we'll provide recommendations and a clear proposal. No pressure, no hard sell-just honest advice about what you actually need.
Do you offer free assessments?
Yes. We provide free IT health checks for New Zealand businesses. We'll review your current setup, identify vulnerabilities or inefficiencies, and provide recommendations-whether you become a client or not. We believe in earning your business through expertise and service, not sales pressure.
What's the typical onboarding process?
After engagement, we schedule a discovery session to document your systems, users, and workflows. We then set up necessary tools, create documentation, and establish communication channels. The onboarding timeline varies based on environment complexity and scope. We work around your schedule to minimize operational disruption.
Do you have contracts or lock-in periods?
Our service agreements vary depending on the scope and type of engagement. Managed service agreements typically include defined terms with notice periods for termination. Project based work is scoped to specific deliverables. We'll discuss contract terms that make sense for your situation during the consultation process.