Enable will endeavor to respond to live support tickets in the timeframes shown below, and we aim to beat these targets in 80% of cases. Over the past 4 quarters, Enable has consistently met, or beaten, SLA timescales in 99% of cases.
Category B
For category B tickets, the existing definition is that the “operation of the software is severely degraded, or an entire area of functionality is not operational”. This could include:
- Any of our core areas, namely Activity, Finance, Reports, or Config (the admin area);
- Collaborator, where this is enabled;
- Any custom module program line calculations, where the effect is that no calculations are performed;
- Program approval workflow, where the effect is that the workflow status cannot be changed for any programs;
- An automated transaction import, where the effect is that it is impossible to import transactions automatically;
- A manual transaction import, where the effect is that it is impossible to import transactions manually;
- The Reconcile transactions functions within the Config module, where the effect is that the transaction reconciliation process fails in all of the following situations: when transactions are imported, when the daily scheduled process is triggered, when a user manually triggers the process;
- Specific program lines calculations, such as:
- Scheduled calculations for scaled accrual earnings;
- Scheduled calculations for baseline earnings;
- Ad hoc calculations that are driven by a transactions import;
- Ad hoc calculations that are driven by an update to dimension item data;
- Ad hoc calculations that are driven by the editing of a program or program line;
- Net spend calculations.
Category C
For category C tickets, the existing definition is that “a specific function of the software is not operational while most other major components of the software remain functional”. This could include:
- Specific functions within the Activity area, such as:
- Create a program line, where the effect is that no program lines can be created;
- Create a program, where the effect is that no programs can be created;
- Replicate a program line, where the effect is that no program lines can be replicated;
- Replicate a program, where the effect is that no programs can be replicated;
- Edit a program line, where the effect is that changes cannot be saved for any program lines;
- Edit a program, where the effect is that changes cannot be saved for any programs;
- Activate a program, where the effect is that no programs can be activated.
- Specific functions within Finance, such as:
- Record a receipt, where the effect is that no receipt records can be created;
- Record an adjustment, where the effect is that no adjustment records can be created;
- Allocate a receipt (or credit), where the effect is that no receipts (or credits) can be allocated;
- Download a payment history report, where the effect is that it is impossible to download the payment history report;
- Download a debtors report (or creditors report), where the effect is that it is impossible to download the debtors report (or creditors report).
- Specific functions within the Reports module, such as:
- Download a program earnings report, where the effect is that it is impossible to download any deal earnings reports;
- Download a daily earnings report, where the effect is that it is impossible to download any daily earnings reports;
- Download a transactions report, where the effect is that it is impossible to download any turnover reports.
- Specific functions within Collaborator, such as:
- Download a program document, where the effect is that no program documents can be downloaded;
- Sign off a program, where the effect is that no programs can be signed off.
- Specific functions within Program approval workflow, such as:
- Download program PDF, where the effect is that no program PDFs can be downloaded;
- Approve or reject a program, where the effect is that users are unable to approve or reject for a specific workflow role.
- Specific functions within the Config module, such as:
- Add a user, where the effect is that no users can be added;
- Edit a user, where the effect is that changes cannot be saved for any users;
- Download activity, where the effect is that no activity reports can be downloaded;
- Add a trading partner, where the effect is that no trading partners can be added;
- Edit a trading partner, where the effect is that changes cannot be saved for any trading partners;
- Add a dimension item, where the effect is that no dimension items can be added;
- Edit a dimension item, where the effect is that changes cannot be saved for any dimension item;
- Add a dimension collection item, where the effect is that no dimension items can be added to a collection;
- Edit a dimension collection item, where the effect is that changes cannot be saved for any dimension items within a collection;
- Download a reconciliation report, where the effect is that it is impossible to download the reconciliation report for a recent run of the reconciliation process.
- Specific imports, such as:
- An automated import of dimension item data (items or collection items), where the effect is that it is impossible to import any data automatically;
- A manual import of dimension item data (items or collection items), where the effect is that it is impossible to import any data manually.