Our helpdesk support service offering

Update

The coronavirus outbreak is bringing challenging times for all of us, so we want to keep you up to date as much as possible with what is currently happening at Enable. The welfare of both our customers and the team is something that we are extremely passionate about, so we are doing everything that we can to keep things moving, whilst also following the government’s advice.

Due to this, we will be temporarily reducing our support hours to 08:00 - 22:00 (GMT), 04:00 - 18:00 (EST) and 01:00 - 15:00 (PST). Please let us know if you would like to arrange a meeting outside of these core hours and the Client Services team will be on hand to accommodate your request.

Contact us

You can reach your Client Services team via Enable’s Helpdesk support service either by email or telephone every business day, 52 weeks of the year, between the hours of 08:00 - 22:00 (GMT), 04:00 - 18:00 (EST) and 01:00 - 15:00 (PST) (excluding Bank Holidays).

• Raise a ticket on Support Hub;
• Email us at help@enable.com;
• Arrange a meeting through Calendly;
• Call us on +44 (0) 330 3112 606.

What we offer

After getting in touch with us, we offer you the following support:

• Access to the expertise of our development team who possess a deep understanding of your solution’s codebase;
• Weekly status update and planning phone calls;
• Multiple days of effort per week addressing your support tickets, including:
• Questions;
• Problem diagnostics and bug fixes;
• Requests for quotation and technical advice.
• Thorough investigative work and detailed written feedback to queries. Proactive application management, performance and error feed monitoring. A committed level of responsiveness as set out in the service level categories article.

The Client Services team utilises a ticketing system that will inform you when a new issue is raised and when feedback has been provided by our team. If you are not satisfied with the response provided then please speak to your Client Services team and discuss it with them in the first instance.

Take your query further

If you are still not satisfied, you can call Enable on + 44 (0)330 3112 808 and follow this escalation path:

• Lukasz Bardzinski - Client Services Manager;
• Heline Deconinck - Head of Client Services;
• David Hunt - Chief Operating Officer;
• Andrew Butt - CEO.

Please allow each person in the process to spend up to 48 elapsed hours to tackle your request before escalating to the next stage. Our process has been designed to help with the resolution of your query as quickly as possible, by putting you in touch with the right people at the right time.

Additional information

Bank holidays

Bank holiday calendar is as follows:

EU

• New Year’s Day;
• Good Friday;
• Easter Monday;
• Early May Bank Holiday;
• Spring Bank Holiday;
• Summer Bank Holiday;
• Christmas Day;
• Boxing Day;
• Any other official UK Bank Holidays.

North America

• New Year’s Day;
• Martin Luther King day;
• President’s Day;
• Memorial Day;
• Independence Day;
• Labor Day;
• Thanksgiving Day;
• Day after Thanksgiving Day;
• Christmas Eve;
• Christmas Day;
• New Year’s Eve.