Business Care Support: Terms & SLA

Full pricing, response-time commitments, and terms for our ongoing support plan

This page sets out the complete terms for Business Care Support, the ongoing IT support plan available as an add-on to any package, or on its own. If you're comparing packages, the short version lives on our Packages page - this is the full detail behind it.

These terms form part of your service agreement with Eclipse Solutions and apply alongside our general Terms & Conditions. Where this page sets out a specific commitment (such as a response-time target), that specific term applies for Business Care Support clients.

Business Care Support: Pricing & Terms

The full detail behind our ongoing support add-on, so you know exactly what you're getting before you commit to anything.

5 users or fewer $349 +GST

6+ users $349 +GST, plus $99 per extra user above 5

What's Included

Monthly IT check-in with you and our team
Monthly documentation review, maintained internally and always owned by you
1 hour of project work included each month, stackable up to a maximum of 5 hours banked
Priority-based response time commitments (see below)
Day-to-day admin support: user adds, password resets, permissions changes, and general questions
Support available by text, call or email, subject to team availability

Response Times by Priority

P1: Critical

Same day response, often that evening

2 or more users locked out, a business-critical system down (email, file access, VPN), a critical single account affected (e.g. business owner, invoicing/payroll), or any suspected security incident.

P2: Urgent

Next business day response

A single user locked out or blocked from working, or another issue needing prompt attention that isn't security-related or business-wide.

P3: Request (BAU)

2 business days response

Routine requests: user changes, password resets, permissions, general questions.

Important, please read: Response means when we respond and begin actively working your issue, not a guarantee of full resolution within that window, since some issues (e.g. third-party outages, or matters requiring deeper investigation) genuinely take longer to resolve regardless of how quickly we start. Most of our response work happens in the evening rather than during the standard working day, and the exact time varies week to week depending on our own schedules, which is exactly why P1 is framed as a same-day commitment rather than a fixed clock time: it's honest about how we actually work, not a vague promise. If we're ever genuinely going to miss a same-day response, we'll tell you as soon as we know, rather than let the day run out silently. If your business needs a formal daytime or fixed-hour commitment, talk to us before signing up so we can scope something that actually fits, because that's a different arrangement to what's included here. We'd rather set the right expectation upfront than promise something we can't consistently deliver. Included project hours can be banked up to a maximum of 5 hours at any time; hours beyond that cap are not carried forward, and any unused banked hours are forfeited if the plan is cancelled.

Weekends: Weekend requests are handled on a best-effort basis only, and we can't commit to a response window on Saturdays or Sundays. We do check in where we can, evenings included. If a P1 comes in over the weekend and we haven't been able to get to it, you'll hear from us by Monday morning at the latest.

Out of scope: Business Care Support covers business-hours response at the SLAs above, not on-demand or instant support. A formal after-hours or instant-response arrangement can be arranged at additional cost, we'll scope it properly with you rather than promise something as a standard inclusion we can't consistently back up.

Questions about any of this? We're happy to walk through it before you sign up. Get in touch and we'll make sure Business Care Support actually fits how your business operates.