We have designed 3 different Service Plans to meet your needs. Our goal is to make you successful by providing you the best products and services. Our plans are designed to offer multiple levels of support and training. We believe in offering you choices so you decide the best way to meet your needs.
All services described below are available during normal business hours, unless otherwise noted. While every effort is made to maintain features as described, plans are subject to change. Normal business hours and our calendar of availability are listed near the end of this document.
Services that are not listed below may be available for additional fees, just call and ask.
All Plans
All Enlighten.Net Service Plans include Self-service support through our online Support section of our Web site.
Our online support includes:
- Access to our searchable knowledge base
- Access to our searchable product documentation
- Ability to report incidents to our Customer Services group
- Ability to track your incidents
- Access to product updates as they are released
All Enlighten.Net Service Plans include direct phone to our customer services group.
Some plans limit the number of incidents allowed per year. Additional incidents are billed at $200 per incident. Please note that we do not offer a per-incident plan.
Some plans limit the number of training webinars attendees allowed per year. Additional attendees can be purchased by contacting Sales.
| Feature | New Customers | Bronze | Silver | Gold |
|---|---|---|---|---|
| Approved Call list |
2 |
3 |
6 |
10 |
| Incidents Allowed |
Unlimited! |
24 |
48 |
Unlimited! |
| Training Webinar Attendees |
Unlimited! |
12 |
24 |
Unlimited! |
| Guaranteed Response time |
None |
None |
5 hours |
2 hours |
| Update Installation* |
Customer |
Customer | ENI! | ENI! |
| Remote OmniPage Monitoring* | Once per week |
None |
2-3 times per week | Daily |
| After Hours Support (hourly) |
$200 |
None |
$200 |
$150 |
| On-site Consulting |
None |
None |
None |
1 day |
| Self-Service Knowledge base |
Unlimited! |
Unlimited! |
Unlimited! |
Unlimited! |
Notes
* Requires remote access to the server running OmniPage and/or Enlighten.Net. Customer Services can either VPN to your network or install LogMeIn on your machine(s). This option also requires administrative access (username/password) to the machine in question.
New Customers
For 90 days after the delivery of the Enlighten.Net software we offer unlimited calls to assist in your implementation of this new system, regardless of the plan selected.
Approved Call List
To ensure that your information and system remain as secure as possible, we will keep an approved call list of employees who can initiate an incident with Customer Services.
Incidents Allowed
Each service plan comes with a limited number of incidents -support requests that involve an Enlighten.Net Inc, employee - annually.
Training Webinars
ENI holds regularly scheduled training webinars. The number of attendees per year that you can have is determined by your service plan. Additional training sessions can be purchased (contact our Sales Department for current pricing). Space is limited in each session. Our Gold members receive priority for closed sessions.
After Hours Support
Not all problems or questions occur during normal business hours. Our Silver and Gold subscribers can contact us after hours to request immediate help.
On-site Consulting
One of our experienced consultants will visit your site to review your system infrastructure, taxonomy and overall knowledge empowerment plan to ensure that you are using Enlighten.Net optimally within your organization.
Remote Consulting
One of our knowledgeable consultants will analyze the state of your system and knowledge empowerment plan via conference call and web software.
Self-Service Knowledge Base
Our searchable knowledge base of support documents is available 24x7 for your convenience. Simply enter your username and password to gain access. To request a username and password simply fill out the form at http://www.enlighten.net/customers/siteregister.asp.
Product Documentation
Our most current product documentation is searchable and available on our online support site.
Contact Info
Web: support.enlighten.net:81/
Telephone: (860)269-8006
email: techservices@enlighten.net
Calendar
Our calendar can be found here.
Hours
Our normal business hours are: 9:00 a.m. - 5:30 p.m. M - F, Eastern