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Customer Success Services

The success of our customers is at the heart of everything we do at Enate. We support our clients from decision making, implementation and beyond. Offering our knowledge, through education and support, with online training and documentation to a 24 hour hotline. We make it simple to do business with us.

Our customer journey

Enate’s Customer Success plans

Enate’s Services
Essential
Ultimate

Enate Platform

  • Availability
  • Availability Service Level
  • Availability Service Level Hours
  •  
  • 24x7
  • 99.5%
  • Monday to Friday 9am IST to 5:30pm UK time
  •  
  • 24x7
  • 99.5%
  • Monday 9 am CT to Friday 5 pm PST time

Enate Helpdesk Service

  • Working Hours
  •  
  • Monday to Friday 9 am IST to 5:30 am UK time
  •  
  • Monday 9 am CT to Friday 5 pm PST time

Enate Helpdesk Targets

  • Critical Incident Response Target
  • Critical Incident Resolution Target
  • Major Incident Response Target
  • Major Incident Resolution Target
  •  
  • 2 working hours
  • 4 working hours
  • 4 working hours
  • 16 working hours
  •  
  • 2 hours
  • 4 hours
  • 4 working hours
  • 16 working hours

Service Reporting

  • Service Reports
  • Customer Success Review
  • Customer Advisory Council
  •  
  • Quarterly
  • No
  • No
  •  
  • Monthly
  • Quarterly
  • Annual

Community

  • Enate Academy
  • Community Edition
  • Community Support (via Forum)
  • Forum Availabilty
  • Feature Request/Feedback
  •  
  • Yes
  • Single instance
  • Reasonable endeavours
  • Yes
  • Yes
  •  
  • Yes
  • 2 instances
  • 2 day response
  • Yes
  • Yes

For a more detailed delve into the support Enate offers, download our Customer Success Services brochure.

Client thoughts

See what some of our clients are saying about working with Enate

Dennis
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The project with Enate is one of the most seamless implementations I’ve seen or been involved with. It represents the gold standard.” 
Denise Tauriello Allison, Sr. Director Capgemini
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“TMF Group is a complicated business. We operate in more than 80 countries and have grown extensively through acquisition. The heart of our value proposition, global reach and local knowledge, is the provision of the local expertise to manage complex regulation. 
Russell Sheldon, Chief Operations & Technology Officer, TMF Group
Karl-01
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 "The mood music on the floor has completely changed, people are happier, and we now measure the service in terms of compliments"
Karl Nolan, CEO, Utmost Link
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Blog

Customer journey

At Enate we spend serious time and effort focused on your customer journey. It’s because we know the experience received by our customers is as important as the technology that we deliver. Our team is here to understand your problems and create solutions to fit to ensure you deliver on the key priorities of your business.

Discover our customer journey
News release

Release news

We are constantly evolving and improving our customer experience. So, stay up to date here with Enate’s latest product updates and releases.

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Documentation

There is a wealth of detailed documentation to help you troubleshoot, learn more about Enate and build your knowledge base. Click here to view our library.

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Training

We provide our clients and partners with a rich and rounded learning experience, through tailored training programs with Enate’s Academy. 

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Trust and security

At Enate, we take data security incredibly seriously and we are proud of our ISO27001 credentials. Plus, with our Amazon Web Services partnership, we are utilising the latest cloud technology with the highest standards of encryption.

Security is at the heart of our organization through our Information Governance Group. We have dedicated roles in both our Head of Information Security and our Data Protection Officer.

We also know that business continuity is a major concern for all customers. That’s why our services run on high availability technology with multi-region resilience, multiple backups, and disaster recovery capability incorporating Recovery Point and Recovery Time objectives and service levels.

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Start your customer journey or contact our customer success team today

Talk to us now