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Support Agreement

Support Team

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.

Support Portal

All authorised Licensees (customers) will have access to the enov8 support portal.

Ref: https://support.enov8.com/login/

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).

 

Free Team Edition Download

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Free Team Edition Download

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