What Is It?
Enterprise Software Support encompasses the response to reported incidents within Enclara's business-specific applications.
- An incident is a disruption or reduction in quality of the response from an application. Examples include an unexpected error message, application behavior, or slowed response time within an application.
- The response to incidents is driven by the impact of the incident (i.e. number of users) and the urgency (i.e. what will happen if it remains unresolved).
- The impact and urgency of an incident yeild a priority. The priority of the incident is used to determine the required response time or Service Level Agreement (SLA)
What are Enclara's business-specific applications?
Enclara's business-specific applications include:
- Data Correction Interface (DCI)
- E3
- E3 Mobile
- E3 Pro
- Genesis
- Infinity
- Knapp
- Launch Darkly
- Orator
- User Profile Manager (UPM)
- Xeris
Service Level Agreements
Below are the service level agreements that provide the maximum response time for incidents based on their Priority. It is important to note that the response time begins when the ticket is created, not when the issue is originally identified.
| Priority |
Response Time |
Resolve Time |
Operational Hrs |
| Critical |
30 minutes |
2 hours |
24x7x365 |
| High |
60 minutes |
4 hours |
24x7x365 |
| Moderate |
4 hours |
24 hours |
M-F 8:00A - 5:00P EST |
| Low |
8 hours |
40 hours |
M-F 8:00A - 5:00P EST |