Service level categories

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.