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FAQs

FAQs

  • Do I need a BT landline to get your Broadband services?

    Our Broadband services are designed to work over most landlines, no matter who provides your telephone line rental.

    There are a host of benefits for having your landline and Broadband connection provided by the same supplier. A cost-effective option with a single monthly bill for ease of budgeting and one point of contact for any queries makes your service as simple as it can be.

    Take a look at our Fixed Line services for more information.

  • How long will it take to set up my Broadband connection?

    Once you have placed your order with us, it will typically take up to 10 days to set up a Broadband connection.

  • Are there any installation costs for the service?

    For our ADSL Broadband service, a physical installation is not necessary, however we do charge an initial connection fee that varies from being free to a one-off fee of £40 depending on the type of service you require.

    Our FTTC Broadband service requires a separate installation at your premises however. Once you have placed your order, we will book an installation date for an engineer to visit your premises and fix an FTTC-enabled wall plate to your existing phone socket. We provide this installation free of charge.
  • What Broadband contract lengths are available?

    We offer both 1 month and 12 month contract options on our ADSL services and a 12 month contract on our FTTC services.

  • How can I pay for my Broadband service?

    We offer a range of payment methods to suit your needs from a standard invoice, Direct Debit or monthly payments via credit card.

    For information on changing you billing method, please see our Knowledge Base.

  • I'm already with another Broadband provider, can I switch my service over to Eclipse?

    Yes, we make it as easy as possible to switch your service over to us. Once you have placed your order with us, we will then work with your current supplier to cancel that service; you don't have to do a thing. They will then notify you of any final charges, at which point we take care of the rest to get your service up and running.

  • Can I re-grade my package to a different option within my contract term?

    Yes, you can re-grade your ADSL or FTTC service after the first month to take advantage of higher or lower data allowances.

    Once your order goes through, you will be entered into a new 12 month contract for that service if you are currently on a 12 month contract. If you are on an 18/24 month contract, you will not be entered into a new contract for your re-graded service.

  • Can I get Fibre Broadband?

    Fibre Broadband is still being rolled out across the UK. If you are in an area that is already fibre-enabled, then you can benefit now from one of our FTTC connections.

    To instantly find out if you are in one of these areas, enter your postcode into our Broadband availability checker. If not, then contact us to discuss other connectivity solutions such as our Bonded DSL service, that may offer the speeds you require.

  • Do I need specific hardware?

    For an ADSL connection, you will require either an ADSL or ADSL2+ modem/router depending on your connection. We can let you know which you will need and can also provide this as part of the service if you require one.

    In order to use our FTTC service, you will need a vDSL modem and WAN router to receive a fibre connection. We provide the modem on all of our FTTC services and the WAN router on our higher-tier services only.

    We offer a range of hardware that can be purchased separately if you require extra units for your networking needs.

  • Can I upgrade my Eclipse ADSL service to your FTTC connection?

    If your premises is in a fibre-enabled area then we can switch you over to one of our Fibre Broadband services. You can either do this through the My Eclipse portal, or call our Sales team on 0345 122 4333 to manage your upgrade.

    Once your order goes through, you will be entered into a new 12 month contract for that service if you are on a current 12 month ADSL contract and may need to pay a one-off installation fee of £80 to enable your premises for an FTTC connection.

  • What is a Broadband usage allowance?

    Both of our ADSL and Fibre Broadband services come with an inclusive amount of data you can download per month, from 10GB on our most Essential services, to an unmetered connection on our standard packages. All Internet activity including web browsing, email, video streaming and viewing online images etc. require data to be downloaded. The more you do these activities, the more data usage allowance you will need.

  • How do I check my usage?

    You can check your Broadband usage via the Connection Manager in the My Eclipse portal. Simply log in and view your usage statistics in real-time, including a percentage breakdown of what types of Internet traffic it is made up from.

    Please see our Knowledge Base for additional for additional information on viewing your usage.

  • What happens if I go over my usage?

    What happens if I go over my usage?

    We will notify you by email once you reach 90% and 100% of your current usage allowance. You will have two options at these points:

    1. Choose to increase your additional usage budget via the Connection Manager and continue using your service as normal while you remain within your extra usage allowance. The cost per additional GB is £1.06 (excl. VAT).

    2. Choose not to increase your additional usage budget and experience greatly reduced speeds for the remainder of that month. You will still be able to perform basic tasks such as email and simple web browsing, but activities requiring higher bandwidth will be restricted.

    The ability to set an additional usage budget is a great way to tailor your connection to how you use it and also prevent your speeds being reduced once your initial allowance is reached.

    Please see our Knowledge Base for additional information on managing your usage.

  • Do you use any form of traffic management?

    It’s important to us that you, our customers, get the best possible performance from your Broadband services with us. Managing the traffic across our network is how we make sure we are delivering the best service to all of our customers. Please refer to our Traffic Management Policy for more information.

  • Do I need BT landlines to get your Bonded DSL service?

    Our Bonded DSL service is designed to work over most landlines, no matter who provides your telephone line rental. You will need to have the physical lines (2-4 depending on your service requirements) installed to your premises before we can supply our service over them. 

    There are a host of benefits from having your landline and Bonded DSL connection provided by the same supplier. A cost-effective option with a single monthly bill for ease of budgeting and one point of contact for any queries makes your service as simple as it can be. 

    Take a look at our Fixed Line services for more information.

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  • Where is Bonded DSL available?

    As Bonded DSL uses standard ADSL lines to connect to the Internet, it is available nationwide wherever ADSL is, covering 99.9% of the UK. This makes it an ideal alternative to our FTTC services which currently have a much lower national coverage depending on whether your local exchange has been fibre-enabled or not.

  • How long will it take to set up my connection?

    Once you have placed your order with us, it will typically take 10 days to set up your Bonded DSL connection where PSTN lines are already present. If new lines have to be installed then allow for a 20 day lead time.

  • How can I pay for my Bonded DSL service?

    We offer a range of payment methods to suit your needs from a standard invoice, Direct Debit or monthly payments via credit card.

    For information on changing your billing method, please see our Knowledge Base.

  • I'm already with another Broadband provider, can I switch my service over to Eclipse?

    Yes, we make it as easy as possible to switch your service over to us. Once you have placed your order with us, you will need to arrange for your old service to be cancelled with your current supplier. They will then notify you of any final charges, at which point we take care of the rest to get your service up and running with us. 

  • What specific hardware do I need?

    The speed of your Bonded DSL connection will determine the hardware you need. We provide the necessary pre-configured routers to get your connection set up.

    You will need to provide an unmangaed Ethernet switch to connect the routers together, we do not supply this.

  • How does it work with multiple routers?

    The Bonded DSL routers work together to create a single & resilent virtual router using VRRP, to present a single default gateway for your network to connect to.

    The Bonded solution will by default operate NAT and DHCP. Port Forwarding and IP Mapping can be performed via your online portal, alternatively you can switch to Routed mode, or alter the LAN configuration as you see fit, once your service is live.

  • How are the routers linked together?

    The routers must be connected via an unmanaged Ethernet switch, which in turn is connected to your network.

  • How does the Eclipse solution differ from that of other suppliers?

    Compared to our virtual bonding of lines and routers, other suppliers' Bonded DSL solutions can use a range of less effective methods to deliver their services:

    Multi-link point to point protocol (MLPPP)
    Creating a single PPP from multiple links. One specialist router is used, meaning a single point of failure and traffic is capped; so in a 2 line solution, the combined speed will be 2 times that of the lowest performing line, as each line is equally weighted.

    Load balancing
    Uses multiple IPs to establish a connection. While it doesn't offer a single-threaded speed gain, it does increase bandwidth, which is the sum total of all lines. Resilience is also increased. This option has a lot of added complexity however and is not a simple drop-in replacement if you have complex hosting requirements.

    Physically bonding lines
    Bonding happens at a low level, where two lines sync as one to give twice the speed. However, if one line drops, the connection may be lost and the solution may need to be reconfigured.

  • How do I manage my service features?

    Monitor and manage your connection through your dedicated Bonded DSL portal. Test and balance to gain optimum performance and apply point forwarding and IP address mapping etc.

    Visit our Knowledge Base article for more information.

  • How do I forward or translate ports when using Bonded DSL in a NAT setup?

    Please see our relevant Knowledge Base article

  • How do I disable NAT?

    Please see our relevant Knowledge Base article.

  • My VoIP or VPN services don’t seem to work correctly on Bonded DSL – why is this?

    Sometimes you may need to change your settings slightly to get VoIP and VPN working to their maximum capabilities.

    See our Knowledge Base article to help you resolve any issues.

  • My question about Bonded DSL hasn't been answered here – where else can I go?

    Please see our extended fault-finding guide and FAQ in our Knowledge Base, specifically for Bonded DSL.

    Alternatively, please get in contact with us on 0345 122 4333 and we will be happy to answer any questions you may have.

  • How do your Leased Lines differ from other suppliers’ solutions?

    As your traffic will travel through the Eclipse core network, we have control and visibility of your solution, end to end, allowing us to install, monitor and fix your connection within our market leading SLA.

  • How much do your Leased Lines cost?

    We offer multiple connectivity options to suit your business needs, with our Leased Line services starting from £150 / month for a basic EoFTTC connection. Please call us on 0345 1224 333 to discuss your options further. We will generate your quote while you’re on the phone and we’ll even provide options based on varying speeds and contract lengths.

  • How long do they take to install?

    Depending on the type of line chosen, it can take anywhere from 25 to 75 working days to complete the installation. As it will depend on many factors unique to your situation, please call us to discuss further.

  • What installation costs are applicable/included?

    All Leased Lines are unique and may require varying amounts of installation. We will conduct a full situational survey to see what level of installation will be required at your premises. If there are costs involved, we offer the option of either paying upfront or spreading the cost over the full contract term.

    You may also be eligible for up to £2,800 of Excess Construction Charges to be waived from your installation fees. Call us to find out more.

  • What Leased Line contract lengths do you offer?

    We provide the flexibility to choose from 1 to 5 year contracts. We can take you through the differences in the annual cost of multiple contract terms during your consultation. The quote will be valid for 30 days.

  • Where are your Leased Lines available?

    With the combined network reach of Fibre Ethernet, EFM and EoFTTC, our Leased Line services provide extensive coverage across the whole of the UK.

  • What hardware will I need?

    Our solutions come with all the necessary pre-configured hardware you'll need to get your connection up and running. We provide reliable Cisco hardware for high performance and high security and will send an engineer to connect your router so you don’t have to worry about it. 

    Should you need any help, our expert support team are just a call away on 0345 1224 333.

  • Why do I need an additional PSTN line?

    In order to set up your ADSL failover and monitoring service, we need to use a free PSTN line as a connection for this. If you do not have one available, you can simply add one to your main Leased Line order.

  • How do I know what speed my business will need?

    There is unfortunately no straight answer to this, but it's worth thinking about the following questions initially and then giving us a call on 0345 1224 333 to discuss further. We will happily help you to determine the best solution for your needs:

    How many users do you have?
    What applications do they regularly use?
    Are these applications used at the same time?
    Do you use video conferencing or VoIP?
    Is your business expanding?

  • How do I increase my bandwidth?

    Once your connection is up and running and depending on the service you have with us, you can increase your bandwidth by contacting us on 0345 122 4333 to request an upgrade. 

  • Can I use my existing firewall with your Leased Line services?

    Yes, our service is delivered directly to your business network and therefore connects into your existing firewall service.

  • What Leased Line failover options are available?

    We offer the same failover options for our WANs as we offer for our singular Leased Lines. For increased resilience and added peace of mind, you can choose from the following options on top of the ADSL failover connection provided as standard:

    Protected
    A second line using the same router and entry point from your premises to the access network

    Diverse
    Two independent access circuits running into your premises from a single point at the access network

    Diverse Plus
    Two independent access circuits at your premises and at the access network

  • Where are your WANs available?

    We offer a range of network access technologies that make our services widely available throughout the UK. Contact us to discuss which option is right for your business needs. 

  • How much do your WAN services cost?

    The nature and cost of a WAN service will depend on many factors and is a completely unique and bespoke service for your organisation. Please call us to discuss your options further and we will be able to generate your quote while you’re on the phone. We’ll even provide multiple options based on multiple sites, speeds and contract lengths.

  • What contract lengths do you offer?

    We provide the flexibility to choose from 1 to 5 year contracts. Our WAN solutions also allow you to select bespoke contract lengths for each location so you can plan ahead for future changes to your business set up. 

  • Are installation costs applicable/included?

    All WANs are unique and may require varying levels of installation. We will conduct a full situational survey to see what type of installation will be required at your premises. If there are costs involved, we offer the option of either paying upfront or spreading the cost over the full contract term.

    You may also be eligible for up to £2,800 of Excess Construction Charges to be waived from your installation. Call us on 0345 1224 333 to find out more.

  • What hardware do I need?

    Our solutions come with all the necessary pre-configured hardware you'll need to get your connection up and running. We provide reliable Cisco hardware for high performance and high security and will send an engineer to connect our managed router so you don’t have to worry about it. We do not support any hardware that we have not provided however.

  • Why do I need a PSTN line?

    In order to set up your ADSL failover and monitoring service so we can manage your routers, we need to use a free PSTN line as a connection for this. If you do not have one available, you can simply add one to your main WAN order.

    See more on our Fixed Line services.

  • How do I know what speed my business needs?

    There is unfortunately no straight answer to this, but it's worth thinking about the following questions initially and then giving us a call on 0345 1224 333 to discuss further. We will happily help you to determine the best solution for your needs.

    How many sites do you have?
    How many users do you have?
    What applications do they regularly use?
    Are these applications used at the same time?
    Do you use video conferencing or VoIP?
    Is your business expanding?

  • How many sites can be included in a WAN setup?

    Our basic Point to Point option allows you to connect 2 sites.

    Our Hub & Spoke solution is capable of connecting as little as 2 sites, up to 120 different locations, as long as the hub bearer capacity is sufficient.

    Our premium Any to Any option starts from as little as 2 sites, giving you the scalability to add as many as you need.

  • How do I add new sites to my existing WAN?

    Simply give us a call along with the post code of the new site to be added and we’ll get it connected securely into your network in 25-75 days depending on the type of bearer you require. Additional connections are subject to new contracts. 

  • WANs What about home workers?

    Due to the flexibility of our wide area networks, home workers, small branch offices, shops, suppliers and any other location where your business or workforce operate can be included within your private network. We offer a range of private Broadband and Bonded DSL options that are perfect for locations that do not need a huge amount of bandwidth.

  • How are your WANs optimised for Cloud services?

    Our WANs are based on a flexible and cost effective Layer 3 network, enabling you to combine network-based Internet access, firewall services and Class of Service. This allows the secure delivery of, or access to, business critical data and applications that can be effectively hosted in the Cloud. We look after both the underlying connectivity and Cloud application services, making sure they consistently work together for your business.

  • Can I access the Internet through your WAN service?

    Yes, a separate breakout connection to the Internet can be provided. Please contact us to discuss your requirements as this is a bespoke solution built for your individual business needs.

  • How do I prioritise my traffic?

    We use Class of Service to prioritise your traffic. This is a bespoke solution designed for your individual business needs. Please contact us to discuss your requirements. 

  • What failover options are available?

    We offer the same failover options for our WANs as we offer for our singular Leased Lines. For increased resilience and added peace of mind, you can choose from the following options on top of the ADSL failover connection provided as standard:

    Protected
    A second line using the same router and entry point from your premises to the access network

    Diverse
    Two independent access circuits running into your premises from a single point at the access network

    Diverse Plus
    Two independent access circuits at your premises and at the access network

  • How can I order Sentinel?
    You must be an existing Eclipse customer to purchase Sentinel, and can place your order through the My Eclipse or Partner Portal.
  • How am I charged?

    There is an annual fee for access to your personal dashboard. Alerts are charged on top of the annual fee on a line by line basis. Payment can be made by invoice, Direct Debit or credit card.

  • What are the contract terms?

    Our Sentinel service requires a 12 month contract for access but you can sign up for alerts on a month by month basis. 

  • I already have access to diagnostic tools via the Partner Portal. How is Sentinel any different?

    Access to diagnostics via the Partner Portal is useful but limited and doesn’t give you a view of your entire connectivity estate, making it much harder to diagnose issues and clearly understand any problems. Our Sentinel tool provides whole estate status, clearly displayed via the dashboard. Interactive maps give a quick geographical view, whilst exchange-by-exchange view options show more in-depth detail. Sentinel also allows you to set alerts to be informed of any issues 24/7, giving you peace of mind and freedom from having to constantly monitor your network.

  • What’s the difference between Sentinel and Sentinel Lite?

    Sentinel Lite is a limited version of Sentinel. You will receive full view of your connectivity estate but not as much exchange detail. Our full Sentinel service offers greater monitoring and diagnostic tools and also provides in-depth reporting on usage, radius logs, sync speeds and latency. It will also notify you of planned maintenance work and major service outages. 

  • What specific information do the Sentinel alerts offer me?

    Pre-configured alert message will tell you:

    When a line is down 
    Username/customer name
    Time of failure
    Exchange name/code
    Indication of where the fault is likely to have occurred

    When a line recovers 
    Username/customer name
    Time of recovery
    Exchange name/code

    When a BT exchange is down / recovers

    An update on fix time

     

  • Does Backup work on all operating systems?
    Our Backup solution integrates seamlessly with almost all Windows and Mac computers and servers, giving around 97% coverage! Linux support is currently in development:

    • Windows (2003, Vista, 2008, 7, 2012, 8 and servers)
    • Mac OSX (10.4, 10.5, 10.6, 10.7, 10.8, 10.9 desktop and server)

    The mobile app is compatible with:

    • iOS mobile devices (iPad, iPhone, iPod Touch) running version 4.0 or later
    • Android devices running version 2.0 or later
    • Kindle Fire - all versions
  • What can I do on the mobile app?
    In its current version, the mobile app focuses on two primary functions:

    The first allows secure access to the files you have backed up. Send files as email attachments or download them to your device and view them in another application that supports the file type.

    The second allows you to quickly view any photos by thumbnail or download the full high-res file to your device.

    To ensure that your files are fully protected via the mobile app, you have the ability to tailor your secure login and logout capabilities as well as add an optional 4-digit passcode for enhanced security.

    Please note that currently files cannot be backed up via the mobile app. If you access a file and make changes, these will not automatically be backed up.
  • How long will my initial backup take?

    Initial backups can take a long time to complete if you have a large amount of files. It is difficult to say exactly how long it will take as it will be dependent on the amount of data you need to backup and the speed of your Internet connection.

  • How does Data Shuttle work?

    If you have a large amount of data to backup (more than 100GB) and are concerned about the upload duration, our Data Shuttle service allows you to skip the initial backup over the Internet. It' a very simple and straightforward process:

    - Assign licences to the machines that you would like to use the service with.
    - Let us know the assigned licence key details and the operating system being used.
    - Receive your Data Shuttle and perform the initial backup to it.
    - Arrange for our secure Fedex courier to collect the Data Shuttle whenever is convenient for you.

    The entire process will typically take 10-15 working days (including shipping) but this can vary depending on the size and number of files selected. Once you have completed your initial backup to the Data Shuttle, you can continue to backup incrementally and resume working as normal.

  • Is my entire system scanned and backed up each time a backup runs?

    No, after your initial backup, subsequent backups happen much more quickly. During a regular backup, the advanced scanning system detects any changes that have occurred. Only new files and all changes that have occurred since the last backup are backed up, saving time, bandwidth and storage space. 

  • Can Eclipse back up my website or online content?

    No, our Backup service can only back up files that are stored locally on your machine and cannot back up anything direct from online content.

  • Will running Backup affect my bandwidth?

    Any activity you perform over the Internet will use bandwidth. If you are concerned about the amount of information you are backing up, you can prioritise business critical traffic by restricting the upload speed dedicated to backups, at all times or certain parts of the day. This lets you continue working on your computer doing other tasks such as email or web-browsing etc.

  • What happens if I lose connection to the Internet during a backup?

    There's no need to worry, the next time you perform a backup, the process will simply continue where it left off so your files that have been already backed up, and any previous versions, are still protected.

  • Do you compress files during backup?

    File data gets compressed before going over the wire for both uploads and downloads. If you're familiar with file compression programs like WinZip or Gzip, then you know that a compressed file can be drastically smaller than its uncompressed counterpart. For example, text files (which includes HTML, XML, JSON and many other common file formats of the Web) typically compress to less than 1/3 their original size. So file compression ends up sending much less data for these types of files.

    Compression does not benefit all types of files however. The data in most photo (such as .png, .jpg, .gif), audio (.mp3, .wma, .ogg) and video files (.avi, .mov, .mpeg) is already so highly compressed that compression adds little benefit. Nevertheless, enough file types do benefit from compression to create a significant improvement in performance when backing your data up.

  • Is it difficult to retrieve my files?

    No, restoring your files is a very simple process. Our Backup solution provides multiple options to suit your needs. The two most common ways of restoring data are via the Backup software itself or a web restore.

    From the software, you can simply select what to restore by file or backup date. Web restore allows you to access and restore your files from any location with Internet access through a web browser.

  • What platform and file support does Backup offer?

    Our service provides SQL, Exchange and network drive support. All open and locked files, including Outlook PST files are compatible. 

  • What is the difference between a desktop and a server licence?

    With some backup providers you need a desktop licence for each computer you want to back up, and a separate server licence for each server. At Eclipse, we only issue server licences that also incorporate all the features of a desktop licence, giving you the best of both worlds and the flexibility to choose what you want to back up. 

  • Do I need an Eclipse connectivity solution to run Backup?
    Our Backup service will run over any connection to the Internet. As the service is dependent on this connection however, it's vital that it remains consistently fast and reliable. We provide a full range of connectivity options that have been designed to work perfectly with our Backup service.

    Broadband 
    ADSL and fibre FTTC connections with 99.9% network availability across the UK. Find out more here

    Bonded DSL 
    Combine multiple ADSL lines for increased speed and resilience. Provides faster speeds than traditional Broadband and is perfect for areas where fibre isn’t yet available. Find out more here

    Leased Lines 
    Extremely fast, cost effective and dedicated connections to the Internet via Fibre Ethernet, EFM or EoFTTC. With 100% SLAs and a range of failover options to keep your business connected. Find out more here.

    Wide Area Networks 
    Bespoke, secure networks between multiple sites using any access technology. Find out more here

    Using one provider for all of you connectivity, cloud and communication needs not only means one point of contact for all of your services, but also can be much more cost-effective than sourcing from separate suppliers.

    Call our Sales team now on 0345 122 4333 to discuss a bespoke solution for your business. 
  • Are there any installation costs?

    There is no installation or upfront cost associated with any of our Cloud services, including Backup. You simply sign up and pay a regular monthly subscription across the lifetime of the service. This also means that we're responsible for the maintenance, updates and support so you don't have to worry about it.

  • Can I add additional storage space?

    Yes, our Backup service is completely flexible - you can upgrade your package at any time through the My Eclipse portal

  • What happens if I want to leave?

    You are free to cancel and leave the service as long as you provide us with 15 days notice before the date you wish to stop.

  • Where is my data stored?

    Your data is stored remotely in our secure data centre in Ireland. This geographical location ensures greater protection and compliance with local data handling laws and regulations.  

  • How do I know my data is safe and secure?
    We use a highly secure, double encryption policy on all of your backed up data – at source and during transit. Your files are encrypted on your computer using a 448-bit Blowfish encryption and then are transferred to the data centre using 128-bit SSL encryption, the industry standard for safe and secure data transfer.

    Once in the data centre, your data is stored in its encrypted state with 24/7/365 onsite monitoring and security, state-of-the-art fire detection and suppression systems, redundant power distribution units, and seismic safeguards that can withstand a 7.5 magnitude earthquake. In addition, we use a proprietary protection mechanism based on a complex encoding structure to ensure that your data is safe, even in the event of multiple hardware failures. 
  • Do you offer different encryption options?
    Yes, by default we offer 448-bit Blowfish encryption (used as an industry standard). For added protection you can also select a private key with 256-bit AES encryption.
    Please note that if you choose a private key, it is impossible for us to decrypt your data, so you must be very careful not to lose it. If you lose or forget it, you WILL NOT be able to access your backed up files when they are restored. We do not keep any record of any custom keys used and cannot decrypt your data. 
  • Can Eclipse see my files?

    We do not have access to your files. Your data is accessible by you alone.

  • How long do you keep my files?

    Your files are kept completely safe until you choose to remove them from our Backup server or need to restore them. Once removed from the server or deleted from your machine, your files will still be available for 90 days. 

  • What is the difference between Hosted Exchange and Hosted Exchange Lite?

    Hosted Exchange (also called a MAPI mailbox) enables you to experience the full collaborative functionality of an Exchange server including shared address books, calendars, public folders, mobile access and a huge 100GB mailbox.

    Hosted Exchange Lite (also called a POP mailbox) is suitable for sending and receiving emails with a 1GB mailbox but does not include any shared or mobile sync features.

    Call us on 0345 1224 333 to discuss which would be the best option for your business.

  • Can I change mailbox types at a later date?

    Our Hosted Exchange service allows you to mix as many Hosted Exchange and Hosted Exchange Lite mailboxes as your business needs. If things change, as long as you have the appropriate resources available, you can simply re-grade mailbox types within the Cloud Productivity administration console.

  • How much mailbox storage is available? Can I add additional storage space?
    The maximum storage size is 100GB which is automatically available with a Hosted Exchange mailbox. Hosted Exchange Lite contains 1GB of storage space as standard. 

    The flexibility of our Hosted Exchange service allows you to transfer storage capacity from Hosted Exchange Lite to Hosted Exchange and vice-versa, meaning that you can manage mailbox sizes to suit your business needs. 
  • Do public folders count as part of my storage space?

    Yes, when creating public folders you will need to specifiy the folder capacity. This is taken from the total mailbox storage available.

  • What is the maximum file size for attachments?

    The maximum file size is 50MB. 

  • Are there any email sending limitations?

    Yes, there is a limit of 500 external recipients per email.

  • Hosted Exchange How stable is Hosted Exchange 2013? How does it compare to previous versions?

    Our Hosted Exchange service is based on the Microsoft Exchange 2013 Enterprise edition. Exchange 2013 has been rigorously tested and has proven itself to be a highly stable system. Any bugs have been identified and corrected by Microsoft.

    Compared to earlier versions, our new Hosted Exchange 2013 service delivers an even better user experience, providing simplified administration, improved inbox management, service availability tools and Sharepoint integration.

  • Can I integrate Hosted Exchange 2013 with Lync or Sharepoint?

    Yes, Hosted Exchange 2013 is fully compatible with the 2013 versions of Lync and Sharepoint only.

    Please see here for more information on our Lync service.

    We will be releasing SharePoint 2013 soon. Please contact us on 0345 122 4333 to register your interest.

  • Do you provide archiving?

    Archiving is coming soon. Please contact us to log your interest and we’ll get in touch to discuss your needs.

  • Hosted Exchange service while abroad?

    Yes, your service is accessible anywhere with an Internet connection, be it your main site, branch offices, working from home, or on the move both in the UK and internationally. 

  • Can I sync my email across my smartphone and other devices?

    If you have a Hosted Exchange mailbox, your email can be synced across your smartphone via Activesync. Please note, synchronisation functionality is not available with Hosted Exchange Lite mailboxes. 

  • Do I need Outlook to operate my email?

    Hosted Exchange and Hosted Exchange Lite include OWA (Outlook Web App) by default. So whilst you don’t necessarily need Outlook licences, there are some distinct business productivity features unavailable in OWA; such as the ability to set up multiple accounts, view group scheduling, import and export contacts and auto archiving.

  • If I don’t have Microsoft Outlook, can I purchase it from you?
    Yes, you can add Outlook 2013 to your Hosted Exchange service for just £1.50 per user, per month. 
  • How long does it take to set up a Hosted Exchange service?

    Your Hosted Exchange service can be configured for your business in minutes! We will then complete your order in one working day if your domain is managed by us. If we do not manage your domain however, we will need to carry out a simple validation check with your current domain supplier before your service can be completed. Your set up time will then depend on how long it takes your supplier to provide us with the necessary validation. 

  • Are there any set up or installation costs?
    Our Hosted Exchange service does not involve any installation costs. You will only need to pay a regular monthly subscription for the service. As well as providing your service, we also take care of all setup and maintenance as part of this monthly fee, so you don't have to. 
  • How many mailboxes can I buy?

    You can buy as many mailboxes as your business needs. However if you require more than 500, please call us on 0345 1224 333 to discuss a bespoke solution.

  • What Hosted Exchange contract lengths are available?

    As Hosted Exchange is a subscription-based cloud service, you are not tied into a contract.

    If you decide that our Hosted Exchange service is not right for your business, you can easily terminate it by providing 30 days notice. There are no hidden charges or fees.

  • Do I need my own in-house server or any other special equipment?

    No, as Hosted Exchange is a cloud service, there’s no need to have an in-house server. Your Exchange service is hosted by us in our secure data centre. All the maintenance and updates are taken care of by us. 

  • Do I need a domain to use Hosted Exchange?

    Yes, you must own a valid domain in order to set up your Hosted Exchange service. If you do not have a domain, you can purchase one from us as part of the set up process. 

  • If I have my domain and website hosting elsewhere, can I still use your Hosted Exchange service?

    Absolutely. If your domain is not managed by us, you can still set up our Hosted Exchange service. We will need to carry out a simple domain validation check before processing your order and you will need to add some specific DNS records which we will provide. 

  • Do you have any guaranteed service levels?
    Our service includes a 100% virus protection guarantee. 

    We are focused on providing the highest level of care and skill when providing your services but cannot guarantee 100% availability. There may be occasions when services are disrupted through an error or act of a third party or by circumstances outside of our reasonable control. 
  • Can I use Hosted Exchange 2013 on my Mac?
    Yes, Hosted Exchange is compatible with Mac OSX. Exchange 2013 supports the following minimum versions of Microsoft Office and Outlook.

    Mac 
    • Outlook for Mac 2011 - recommended
    • Entourage 2008 for Mac, Web Services Edition
    • Note: Older versions of Entourage are not supported and will not work

    PC 
    • Outlook 2013 - recommended
    • Outlook 2010 SP1 (with April 2012 Cumulative Update)
    • Outlook 2007 SP3 (with July 2012 Cumulative Update)
    • Note: Outlook 2003 is not supported and will not work 
  • How secure is my email?

    We deliver our Hosted Exchange service alongside ISO 27001 Information Security Management policies and procedures, which means that:

    The multi-tenanted segmentation features ensure that customer mailboxes are secured with permissions and groups for their organisation only. No other person has permissions or can see or access any other customer’s data.

    The network security at the data centres is fronted by multiple resilient firewalls. Security procedures involve advanced monitoring of network traffic, router loading and application behaviour.

    Our state-of-the-art data centres are managed on a 24/7 basis by a dedicated security team to ensure maximum reliability, system redundancy and high fault tolerance.

    Customer definable, strong password policies can be configured within the Cloud Productivity administration console.

    All MAPI, POP3 and IMAP4 connections use 2048-bit SSL with SMTP transmitted using TLS for maximum security.

  • Where is my data stored? Is your data centre in the UK?
    Our Hosted Exchange service is delivered over a secure system from ISO 27001-accredited Tier 3+ UK data centres. This ensures greater protection and compliance with local data handling laws and regulations.  

    This includes multiple Internet feeds with automatic BGP redundancy, uninterruptable power supplies, fire suppression systems and 24/7 manned security. The architecture is optimised for performance, non-disruptive maintenance and service reliability, providing the highest availability and maximum security of your data. 
  • Is all my data held on the same server?

    The data within our Hosted Exchange service is replicated to a secondary data centre for the purpose of disaster recovery.

  • Does your Hosted Exchange service prevent spam and viruses?

    All incoming email is scanned by the Symantec Email AntiSpam.cloud and Symantec Email AntiVirus.cloud services.

    Any email positively identified as spam is not delivered to the end user’s mailbox and is deleted by Symantec.cloud. If it is uncertain that an email is spam, it is moved to a quarantine area and a Spam Manager notification email is sent to the intended recipient.

    All inbound, outbound and internal email is scanned for viruses by Symantec Mail Security for Microsoft Exchange to deliver 100% virus protection guarantee from known and unknown viruses.

  • Where can I use Lync?

    Lync is available to use anywhere with an Internet connection, be it your main site, branch offices, working from home, or on the move both in the UK and internationally. 

  • Can I use Lync on my smart phone or tablet?

    Yes, there are Lync clients available to download externally for iOS, Android and Windows Mobile devices.

  • Can I use Lync on my Mac?

    Yes, Lync for Mac 2011 is compatible with Mac OS X and requires OS X v10.5.8 (Leopard) or later.  

  • Can I communicate with Lync users outside of my organisation?

    Yes, you will need to set up Lync Federation before you can do this however. Federating with other businesses is a simple authentication process and is possible across different versions of Lync and Skype if necessary. Please contact us to discuss your Federation options further.

  • What are the bandwidth requirements for Lync?

    Your method of connectivity and relative bandwidth availability will determine the quality and performance of your Lync service. Basic instant messaging and presence features require very little allocated bandwidth. Sharing, conferencing, voice and video features require much higher amounts depending on the type of data being transmitted and the number of users of the service.

  • Can I integrate Lync with Hosted Exchange & Sharepoint?

    Yes, Lync 2013 is fully compatible with the 2013 versions of Hosted Exchange and Sharepoint. Sharepoint 2013 will be available to purchase from us soon. 

  • What is the difference between Lync and Skype?
    Lync is a secure enterprise-level business communication tool that is resilient, scalable and includes critical features to enhance or replace a traditional PBX system. Lync can also seamlessly integrate with Microsoft Office, Hosted Exchange and Sharepoint for enhanced productivity. 

    Skype is a consumer-level communication tool that while being free to use, does not include the collaborative sharing, conferencing and integration features necessary for effective business use.
  • How long does it take to set up Lync?
    In order to get your Lync service up and running, we need to confirm that you are the owner of your domain. If your domain is managed by us, we aim to complete your order in one working day.  

    If your domain is provided by someone else, it may take us a little longer to complete your order. We require a DNS record to be completed by the provider to validate the domain before we can progress. This is so we can confirm you are the legal owner of the domain provided. 
  • Are there any setup or installation costs?

    There are no hardware or software installation costs with our Lync service. We provide the service on a simple per user per month subscription with no additional setup fees.   

  • What contract lengths are available?
    As Lync is a subscription-based cloud service, you are not tied into a contract. If you decide that our Lync service is no longer right for your business, you can easily terminate your subscription by providing 30 days notice. There are no hidden charges or fees.   
  • Do I need Hosted Exchange to purchase Lync?

    Hosted Exchange is not required to purchase Lync. However to make full use of Lync's collaborative features it is recommended that you consider pairing it with our Hosted Exchange service for maximum benefit. 

  • Do I need to buy Outlook to use Lync?

    While Lync will integrate with Outlook, for those using our Hosted Exchange service, you do not need Outlook to use Lync. Lync is also available as a free downloadable standalone client.

  • Do I need my own in-house server or any other special equipment to use Lync?

    No, as Lync is a cloud-based service, there’s no need to have an in-house server. We host the service in our highly secure data centres, taking care of all hardware/software maintenance and updates. 

  • Do I need a domain?

    Yes, you must own a valid domain in order to set up our Lync service. If you do not have a domain, you can purchase one from us during the setup process.

  • If I have my domain and website hosted elsewhere, can I still use your Lync service?

    Absolutely, if your domain is not managed by us, you can still set up and use our Lync service. You will need to add specific DNS records which we will provide once your order is in progress. 

  • How reliable is your Lync service?

    We are focused on providing the highest level of care with our Lync service and know that high availability is key to your business. We aim to provide you with a constant, uninterrupted service to maintain your business productivity and continuity.  

  • Can I resell Lync?

    Yes, our Partner Lync offering is available for this purpose. Please log in to the Partner Portal or speak to your Partner Account Manager to purchase. Alternatively, if you are not currently one of our Partners, please call us on 01392 335 254 to discuss.  

  • How secure is my data?
    The delivery of our Lync service is controlled by ISO 27001 accredited Information Security Management policies and procedures. This ensures the following security measures for your data: 

    • Multi-tenanted segmentation ensures that your data is secured with permissions and groups for your organisation only. Your data cannot be seen or accessed by anyone outside of this.   

    • Our state-of-the-art data centres are fronted by multiple resilient network firewalls. In addition to this, we also employ advanced monitoring of network traffic, router loading and application behaviour. 

    • Our data centres are managed on a 24/7 basis by dedicated security and technical teams to ensure maximum reliability, system redundancy and high fault tolerance.  

    • You can define and configure your own unique, strong password policies within the Cloud Productivity administration console.   
  • Where is my data stored? Is your data centre in the UK?

    Lync is hosted and delivered from our highly secure, ISO 27001-accredited Tier 3+ UK data centre. This ensures greater protection and compliance with local data handling laws and regulations.

    Multiple Internet feeds, uninterruptable power supplies, fire suppression systems and 24/7 manned security create a highly secure and reliable environment, housing enterprise level architecture that's optimised for high data availability, performance and non-disruptive maintenance.

  • What is the minimum contract term?

    We provide our service on either a 1 or 12 month initial commitment, after which a 30-day notice period applies. If you do wish to cancel your service, notice of termination should be submitted to us in writing.

  • Are there any initial setup costs involved?

    Our 12 month service option comes with free setup as standard. A £79.00 setup fee applies to our 1 month contracts.

  • How can I pay for my managed server?

    We offer a range of payment methods to suit your needs from a standard invoice, Direct Debit or monthly payments via credit card.

  • What if I cannot find the right specification of managed server on the website to suit my requirement?

    Our managed server solutions are fully flexible and can be customised in bespoke configurations to meet your individual business needs. Call our Sales team on 0345 122 4333 to discuss a tailored solution that would best fit your requirements.

  • How do I access my managed server?

    We make accessing your server as quick and easy as possible. Once your order is confirmed, within 5-10 days we will provide you with the necessary secure login details so you can start using your service right away.

  • Does each user have their own unique login?

    We provide this facility for all of our managed servers and it is up to the administrator to define.

  • How many IP addresses do I get with the service?

    To make our servers as productive for you as possible, we assign eight static IPs (five useable) to provide multiple services to the Internet from your server such as http, https (SSL), email, etc.

  • Will my managed server be patched if the OS vendor releases a security update?

    We take care of all system patches and will automatically patch your server whenever a new release is available. If the server requires a reboot, we will send you an email detailing when the reboot and any resulting downtime will occur. Your server will be available to use as normal as soon as it's up and running again. 

  • Can I upgrade my managed server?

    Our service is completely flexible and can be upgraded to meet your business needs. For a set fee, you can upgrade your storage by submitting a storage upgrade request to us. All specification upgrades require a server re-boot, however no data migration is required.

  • Can I downgrade my server?

    No, you cannot downgrade the specification of your managed server during the initial 12 month commitment.

  • How secure is my managed server?

    Each server is provisioned in a dedicated VLAN (Virtual Local Area Network) and as such is invisible to other servers on the network.

    By default your server is placed behind a robust and secure shared firewall. We also offer a custom firewall option for an additional fee.

    Further security hardening at the OS level is also carried out during the setup process to protect against common remote exploits.

  • Can I create custom rules on the firewall for my managed server?

    For an additional set up fee, we provide custom rule sets. Contact us to discuss any specific firewall requirements you may have.  

  • Is data on my managed server backed up?

    Yes, our servers are backed up daily and kept for 7 days to give you complete peace of mind that your data is safe and always accessible.

  • Is my managed server monitored?

    Yes, we fully monitor your managed server to make sure you have the highest availability of your data. In then unlikely event that your server unexpectedly goes offline, one of our engineers will immediately investigate the issue without you needing to notify us of any problems with your service.

  • Is it difficult to switch my current PSTN line service over to Eclipse?
    No, we make it as easy as possible to switch your service over to us. Once you have placed your order with us, we will arrange for you service to be cancelled with your current supplier. They will provide you with notice of any early termination fees and outstanding charges. Once settled, we will work to finalise the service switch and have you up and running as soon as possible.
  • What if it's not possible to cancel my current contract?

    Not a problem at all. Just contact us and we will be in touch as your current contract is about to expire to start the transfer process if you still wish to go ahead.

  • Will there be any downtime when I switch?

    No, the transfer process is completely seamless. Your account and call tariffs will automatically be switched over to us, without affecting the availability of your service.

  • Will I have to change my phone number?

    No, you will be able to keep your existing phone number to maintain the continuity of your business.

  • What payment options are available to me?

    To make budgeting easy, you can pay by invoice, Direct Debit or monthly credit card payment. If we also provide you with any of our Connect or Cloud services, then all charges will appear on the same bill.

  • How long will it take before my SIP Trunks service is up and running?

    To make sure that your service fits your needs exactly, we will carry out a review of your requirements; this can usually be carried out within 5 working days, depending on your current connectivity solution with us.

    Following this, the setup of your SIP channels is a quick process and can be ready to use within 5-7 working days if there are no numbers to be ported. If you are porting numbers across to our service however, due to the tests that are needed, it should take between 13 and 28 working days to have your service fully operational.

  • How do I migrate my existing telephony service to your SIP Trunks service?

    Once you have placed your order with us, we will manage the setup and any number porting associated with your service. If you have a current service you no longer wish to use with another provider, you will need to contact them separately to cancel. Please call us on 0345 122 4333 to discuss the process in more detail.

  • Do I need any new hardware / software to set up the service?

    In order to use our SIP Trunk service, you will need an underlying network connectivity solution from us and a compatible telephone system (PBX). You will need to make sure that your PBX hardware is compatible withour service through updates software licences or additional hardware. The majority of PBX systems will work fine, however a small number of older systems will need to be upgraded before they can be used. We will provide the settings required to set up your PBX.

    Take a look at our range of leased line and broadband connectivity solutions that run our SIP services.

    Call us today on 0345 122 4333 to discuss your requirements further and we can advise you on how to get the best out of your SIP Trunks service.

  • I already have another SIP Trunks service with another provider, can I easily switch to Eclipse's SIP service?

    Yes you can. Please call us on 0345 122 4333 to discuss your requirements further.

  • Do I need an Eclipse connectivity solution to use your SIP Trunk service?

    Yes, we can only provide our SIP Trunks service over one of our connectivity solutons. Take a look at our leased line and broadband services for more information.

    The cost-saving and support benefits of receiving all elements of your voice and data solution from a single provider not only makes it easier for you in general, but also gives you peace of mind that we are monitoring all aspects of your service and can guarantee quality across the board.

  • What connectivity type is recommended for SIP Trunking?

    This depends on your requirements and is unique to each individual organisation based on the estimated number of users and concurrent calls. An ADSL or fibre broadband line will offer enough bandwidth for a small number of users/concurrent calls, but cannot guarantee reliability. A leased line service will cater more for a larger number of users and provides a range of uptime SLAs to make sure your service remains connected.

    Call us today on 0345 122 4333 and we can advise on what would work best for your business.

  • What SIP contract lengths are available?

    We offer 12 month contracts as standard. For bespoke contract lengths, please contact us on 0345 122 4333 to discuss in more detail. 

  • How will I be billed for my SIP service?

    You will be billed monthly. If you are an existing Eclipse customer, your SIP Trunks service will be included within your single bill for all the services you have with us.

  • How can I manage my SIP service?

    If you require any changes to your SIP service, please call our support team on 0345 122 4333 and we will be happy to help.

  • How reliable are SIP Trunks?

    Our SIP Trunks service provides a 99.95% availability SLA to guarantee you the best service possible. Reliability will also be based on the type of network connectivity you have with us and its related SLA guarantees.

  • Can I easily re-grade to your other SIP packages when I need to?

    Yes, you can easily increase the number of channels you have, add new numbers and change call packages by calling us on 0345 122 4333. Any additional service components you require will not affect your current contract term. You will not be able to downgrade your service within your intial 12 month contract term however.

  • How many SIP channels can I have?

    This will depend on the network connectivity solution your SIP service is running over. Please contact us to discuss a solution that's right both technically and commercially for your business needs.

  • How do I add or remove SIP channels?

    Adding or removing channels is a quick and easy process, just give our Sales team a call on 0345 122 4333 and we will process your change.

  • How do I add or remove features?

    Adding or removing features is a quick and easy process, just give our team a call on 0345 122 4333 and we will process your change. Any additional features you require will simply be allocated to the service immediately and added to your future bills.

  • Does your service support non-geographic numbers?

    Yes, non-geographic numbers are fully supported by our SIP service.

  • What is SIP call quality like?

    There are two levels of call quality depending on the level of bandwidth available, determined by the following voice codecs:

    G.711
    Fully uncompressed voice – same quality as traditional PSTN/ISDN line
    106Kbps / channel

    G.729
    Compressed voice – used where limited bandwidth available
    40Kbps / channel

    We offer the uncompressed G.711 codec as standard on our SIP Trunks service.

  • Does your service support fax functionality?

    Yes, our SIP service is compatible with the following fax standards:

    • T.38 Fax Relay, as per ITU T.38 Annex D standard - recommended for optimum results.

    • G.711 pass through, (CPE support needed for G.711 pass through of fax modem signals, with the ability to disable echo cancellation and dynamic jitter buffers on a per call basis.)

  • Is it possible to divert numbers on your service?

    Yes, diversion numbers can be set against each DDI block. There are three types of diversion where a single destination number can be configured for each case per DDI block:

    1. Busy - the trunk is experiencing a higher number of calls/bandwidth than it has capacity for. This doesn't refer to a user-busy signal returning from the PBX.

    2. Error - if the call is unable to be delivered to the PBX or if the PBX returns certain SIP failure codes, the call will be diverted.

    3. Unconditional - always diverts the call

  • What are your SIP call tariffs?

    Our SIP call tariffs are significantly better value than those of a PSTN or ISDN service. Our headline UK and international call costs can be found here.

    A huge additonal benefit is that all Internet-based and internal calls across your organisation are completely free - even to international sites.

  • How secure are SIP channels?

    Our core SIP platform is accessed via carrier grade session border controllers and uses a number of architectural level features to prevent denial of service, theft of service, interception attempts and viruses.

    Individual SIP Trunk services are protected via authentication of CLI numbers and IP addresses. Our service also includes fraud protection measures against excessive unauthorised call spend, with barring where call cost thresholds are breached.