Service level categories

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 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 DealTrack’s core modules, namely Deals, Cash, Reports, or Config (the admin area);

• Collaborator, where this is enabled;

• Any custom module deal calculations, where the effect is that no calculations are performed;

• Scheme approval workflow, where the effect is that the workflow status cannot be changed for any schemes;

• An automated turnover import, where the effect is that it is impossible to import turnover automatically;

• A manual turnover import, where the effect is that it is impossible to import turnover manually;

• The Reconcile turnover functions within the Config module, where the effect is that the turnover reconciliation process fails in all of the following situations: when turnover is imported, when the daily scheduled process is triggered, when a user manually triggers the process;

• Specific deal calculations, such as:

  • Scheduled calculations for scaled accrual earnings;
  • Scheduled calculations for baseline earnings;
  • Ad hoc calculations that are driven by a turnover 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 scheme or deal;
  • 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 Deals module, such as: 

  • Create a deal, where the effect is that no deals can be created;
  • Create a scheme, where the effect is that no schemes can be created;
  • Replicate a deal, where the effect is that no deals can be replicated;
  • Replicate a scheme, where the effect is that no schemes can be replicated;
  • Edit a deal, where the effect is that changes cannot be saved for any deals;
  • Edit a scheme, where the effect is that changed cannot be saved for any schemes;
  • Activate a scheme, where the effect is that no schemes can be activated.

• Specific functions within the Cash module, 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, where the effect is that no receipts 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, where the effect is that it is impossible to download the debtors 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 scheme document, where the effect is that no scheme documents can be downloaded;
  • Sign off a scheme, where the effect is that no schemes can be signed off.

• Specific functions within Scheme 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 supplier, where the effect is that no suppliers can be added;
  • Edit a supplier, where the effect is that changes cannot be saved for any suppliers;
  • 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.