Service Desk
On this page you can see how to act, if you experience a problem.
Below you can find response times, business hours etc. for different issues.
You can contact our support by email or phone.
Email: servicedesk@ennova.com
SUPPORTED ISSUES
A) Problems or defects* in the software
B) “How-to" questions – including:
- During data collection: Resend of e-mail invitation, change of department, change of agent etc.
- During Reporting in Dashboard: General questions on how to use functionality
BUSINESS HOURS
A) Problems or defects in the software Monday – Friday: 8:00 to 17:00 Central European Time (CET)
B) ”How to” questions: Monday – Friday 8:00 to 17:00 Central European Time (CET)
TARGETED RESPONSE TIME ON SUPPORTED ISSUES
Upon receipt of your issue, the team will strive to provide you with a case number, priority, and next steps as quickly as possible. Targeted time for acknowledgement for any case is 4 hours.
Any issues not resolved with the initial response will be investigated using the data provided. Below are the targeted response times for continued investigations.
A) Problems or defects in the software which will need inspection from IT developers
Priority |
Description |
|
Response |
|
Priority 1 |
As critical errors are considered failures, which causes the whole or substantial parts of the Ennova Platform to be unavailable, or that vital functionality does not work so that the Ennova Platform is more or less useless and there is no work-arounds so that essential functions can be used. |
2 hours |
|
|
Priority 2 |
As non-critical errors are considered failures, which result in certain features and functionalities, that do not have vital importance for the use of the Ennova Platform, is inaccessible, or that the response times in the Ennova Platform as such causes significant inconvenience for the Customer, but where essential functionality however works. |
12 hours |
|
|
Priority 3 |
As trivial error is considered less important errors and discrepancies, which implies that the customer is experiencing minor inconveniences in daily use, e.g. non-essential functionality does not work as stated, including long response times on certain functionalities, but which does not prevent the normal use of the Ennova Platform and its essential functionalities. |
24 hours |
Remediation of critical errors will be continued also outside normal business hours until the error has been remedied or can no longer be regarded as critical. Remediation of non-critical errors will be continued without undue delay within normal business hours. Trivial errors will be remedied within a reasonable time, and Ennova reserves the right to postpone the remedy for a future update of the Ennova Platform.
B) ”How to” questions
All questions will be served through our Service Desk and will be handled within 2 hours + 4 hours for acknowledgement will mean all questions to be supported within a total of 6 hours.
*A defect is defined as a verifiable and reproducible software problem or user documentation error that causes a failure in the Ennova Platform.