Enable will endeavour to resolve live support tickets in the timeframes shown below, and aims to beat these targets in 80% of cases. Our calculations are based on a standard working week of 08:00 - 01:00 (GMT), 03:00 - 20:00 (EST) and 00:00 - 17:00 (PST) (excluding Bank Holidays).
Category |
Description |
Response time |
A |
The entire software solution is down and is inaccessible. |
4 hours |
B |
Operation of the software is severely degraded, or an entire area of functionality is not operational. |
8 hours |
C |
A specific function of the software is not operational while most other major components of the software remain functional. |
5 days |
D |
Errors that are, non-disabling or cosmetic and clearly have little or no impact on the normal operation of the software. Queries, questions, requests for quotation and purchase orders for changes requiring less than 2 hours of effort. |
2 weeks |
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 deal 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 turnover 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 scheme PDF, where the effect is that no scheme PDFs can be downloaded;
- Approve or reject a scheme, 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.
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