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Service level categories

Enable will endeavor to resolve live support tickets in the timeframes shown below, and we aim 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 (ET) and 00:00 - 17:00 (PT) (excluding public 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 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.
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