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Enate customer

success services

 

Coronavirus Update - July 2020

In light of the ongoing COVID-19 pandemic situation, we would like to update you on how Enate is operating, to ensure we continue to provide services-as-expected to you.

At Enate we set ourselves the positive challenge to continue to conduct business seamlessly. Using video and online conferencing, and with your ongoing support, this has been very successful. As a result of embracing our new boundaryless working environment, and embracing that of our clients, we have achieved excellent examples of close collaboration, from virtual workshops and seminars, new services, and network groups including the now famous Enate W(h)ine Club initiative which continues to grow week-on-week.

We also continue to be focused first and foremost on ensuring our employees are safe and that we can continue to work with you in a safe manner. Our technology allows us to work and conduct our business entirely remotely, including managing and servicing our Enate platform, and this has proven to operate effectively since the start of the lockdown.  As a result, our operating model continues to be one where employees work predominantly from home to minimise the risk to individuals, their families, and the organisation as a whole. We are maintaining our mirrored capability across separate regions of the world, in the UK and India, providing additional resilience to our business. Where there is a need to meet in person, this is conducted in line with published guidance to minimise any risk to health.

Things continue to evolve globally, and we are monitoring the overall situation for our business, our teams and our clients. We will of course be in touch further should it be necessary. In the meantime, we look forward to continuing our work together and wish you and your teams all the very best at this time.

If you do have any specific queries, please do not hesitate to contact us through your normal channels.

Best wishes,

Kit Cox (CEO), Uday Jose (MD India) and Chris Pearce (VP Customer Success)

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We know the best way to ensure that you can maximise the benefit of using Enate is by us providing the right level of support across the lifetime of our relationship. That's why we have dedicated Customer Success Plans to deliver end-to-end assistance when you need it - covering the Enate Platform itself plus Enate Helpdesk and Enate Learning.

Customer Success Plans

We have two plans 'Essential' or 'Ultimate' to choose from depending upon your needs. 

Enate's Services  Essential Ultimate
Enate Platform (provided as a SaaS platform)    
Availability 24x7 24x7
Availability Service Level 99.5% 99.5%
Availability Service Level Hours Monday to Friday 9am IST to 5.30pm UK time Monday - Sunday (24x7)
     
Enate Helpdesk Service (for you to report any incidents and track resolution progress)    
Working Hours Monday to Friday 9am IST - 5.30pm UK time Monday 9am CT to Friday 5pm PST time
     
     
Enate Helpdesk Targets    
Critical Incident Response Target 2 working hours 2 hours
Critical Incident Resolution Target 4 working hours 4 hours
Major Incident Response Target 4 working hours 4 working hours
Major Incident Resolution Target 16 working hours 16 working hours
     
Service Reporting    
Service Reports Quarterly Monthly
Customer Success Review No Quarterly
Customer Advisory Council  No Annual
     
Community (Enate's learning services include Academy, Knowledge Base and Forum)    
Enate Academy Yes Yes
Community Edition Single instance 2 instances
Community Support (via Forum) Reasonable endeavours 2-day response
Forum Availability Yes Yes
Feature Request/Feedback  Yes Yes

 

Customer Success Services

Download the Customer Success Services guide

For more information, download our guide to Understanding the Enate Platform and Customer Success Services.

Includes:

  • Overview of Enate's Customer Success Plans
  • Details of all the services, including Helpdesk, the Enate platform, Learning Services
  • Understanding of service levels and service credits, and key performance indicators (KPIs)

Download the guide

 

 

 

 

 

Find out more - request a demo  

A demo with one of our team will give you: 

  • An introduction to the power of orchestration in transforming your business
  • An overview of the core capabilities of the Enate product across our WorkManager, Builder, Dashboarding and Self-Service modules
  • An understanding of our agile SaaS platform and implementation process - live within weeks, no costly integration required 
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