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Support FAQ

What are Ento’s support hours?
Ento can be contacted between 8am and 6pm AEST weekdays via the following options:

  • The chat widget on the bottom left corner of your Ento account
  • Email at contact@ento.com
  • Phone at 03 9982 1915

What is Ento’s support process?
Ento’s support team consists of several tiers.
After initial contact is made, most queries are classified as ‘Level 1’ and resolved by the Ento support team within 24 hours e.g. Manager cannot log into account, or needs assistance with how to perform an action in Ento. The remainder are categorised as one of the following;
i. Technical Level 2 – An operational issue that requires minor modification of setup. Referred to Ento’s Technical Solution Team for review.
ii. Business Level 2 – A non-technical query (e.g. a billing enquiry). Referred to the relevant account manager or the Ento Finance team.
iii. Technical Level 3 – Potential product issue. Tested, replicated and referred to Ento’s QA team. Response times set and managed until a fix is identified and deployed.

What is Ento’s support coverage?
Ento’s support team is located in Melbourne, but has coverage internationally with local dial-in numbers and global webinar / support access.

What are Ento’s support SLA’s?
We endeavour to respond to all support requests within a 24-hour period, and have a median first response time of less than 15 minutes.

Can we get additional support to the above?
Please feel free to get in touch with your account manager to discuss any special requirements.

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