Support: keeping your software up and resolution times down
Enable’s dedicated Client Services team are on hand to provide our clients with an ongoing helpdesk support service, covering general questions, diagnosing problems, fixing bugs and discussing possible changes to existing software systems.
Once a client raises an issue, Enable records a detailed ticket to keep track of the request, and stay organised as the team’s work progresses. Rather than passing responsibility to third-party providers, our team takes direct ownership in resolving issues. This leaves our clients safe in the knowledge that requests will be resolved efficiently and speedily.
Our helpdesk support services are available during the UK working hours of 8am to 6pm, Monday to Friday. By being easily contactable by telephone and email, we ensure there are efficient communication channels available for clients to report incidents and receive feedback.
We appreciate the vital role our software plays within our clients’ businesses and the disruption that can be caused when a problem occurs. We take great pride in our response times, with our in-house helpdesk software system ensuring our clients receive an initial communication from our team within 30 minutes of raising a request. We manage expectations by publishing a set of target resolution times, as follows: