Enate Customer Success Services

 

 

 

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 'Silver' or 'Gold' to choose from depending upon your needs. 

Enate's Services  Silver Gold
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 to Friday 9am IST - 5.30pm UK time
Out of Hours Support Not applicable 24x7 criticial incidents
     
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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