Enov8 has a dedicated support team to help the Licensee (customer) succeed and get the most value out of their purchase. The Licensee will have access to the support portal, which will be available and monitored twenty-four (24) hours per day, seven (7) days per week. Note: The End User must be up to date on their subscription to receive access to support.
All authorised Licensees (customers) will have access to the enov8 support portal.
The support portal provides training material, a support forum and support ticketing area.
Standard Release Dates
As part of annual subscription, Enov8 will provide quarterly updates of software to “paying” clients.
Note: This is in addition to providing continuous updates of the software in download area.
Support Service Level Agreement (SLA)
As part of paid* subscription, Enov8 will provide following SLAs on Support Requests
|Classification||Criteria||Initial Response||Fix / Workaround|
|Urgent||A production application is down or there is a major malfunction, resulting in a business revenue loss and impacting the application functionality for most users.||4 hrs||1 Day|
|High||Critical loss of application functionality or performance, impacting the application functionality for a high number of users.||12 hrs||3 Days|
|Medium||Moderate loss of application functionality or performance, impacting multiple users.||1 Business Day||Next Release|
|Low||Minor loss of application functionality or product feature in question.||1 Business Day||At Enov8’s Discretion|
Note*: Free “Team Edition” is “best effort” and will be classified as “Low” (refer above).