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.
We have two plans 'Silver' or 'Gold' to choose from depending upon your needs.
|Enate Platform (provided as a SaaS platform)|
|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|
|Customer Success Review||No||Quarterly|
|Customer Advisory Council||No||Annual|
|Community (Enate's learning services include Academy, Knowledge Base and Forum)|
|Community Edition||Single instance||2 instances|
|Community Support (via Forum)||Reasonable endeavours||2-day response|
For more information, download our guide to Understanding the Enate Platform and Customer Success Services.
A demo with one of our team will give you: