Enate customer success services

 

Coronavirus Update 12.03.2020 - notice sent out to our customers

Hi all,

In light of the current situation with COVID-19 coronavirus, we want to update you on how Enate is operating to ensure we continue to provide our services to you.

We are of course focused on ensuring our employees are safe and also that we can continue to work with you in a safe manner. We are fortunate today in that technology allows us to both work ourselves and conduct our business remotely, including managing and servicing our Enate platform.

Following a comprehensive impact assessment as part of normal business continuity planning, we are moving to a model of employees working from home to minimise the risk to individuals and the organisation as a whole. We are also very fortunate to have mirrored capability across separate regions of the world in UK and India, again providing further resilience to our business.

At Enate we are setting ourselves the positive challenge to continue to conduct business seamlessly and with your support, use video and online conferencing to keep our activities on track. We have some excellent examples in the last few days of fantastic collaboration with clients in this way.

Things are evolving globally and we continue to monitor 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 working with you very much in a business as usual capacity 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 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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