EnableAll Enterprise Support Policy
Last Updated: January 11, 2026
1. Introduction
This Enterprise Support Policy ("Policy") describes the enhanced support services EnableAll Limited ("EnableAll," "we," "us," or "our") provides to enterprise Customers pursuant to a separate written agreement (such as an Enterprise Agreement, Order Form, or Statement of Work).
This Policy applies only where expressly incorporated by reference into an Enterprise Agreement or Order Form. The specific support terms, service levels, and any variations to this Policy shall be as set forth in the applicable Enterprise Agreement or Order Form, which shall prevail in the event of any conflict with this Policy.
Capitalized terms used but not defined in this Policy have the meanings given to them in the applicable Enterprise Agreement or the EnableAll Terms of Service vailable at www.enableall.com/terms-of-service.
2. Service Availability
2.1 Availability Commitment
EnableAll will use reasonable efforts to make the Service available 24 hours a day, 7 days a week, except for:
- Scheduled maintenance windows
- Emergency maintenance
- Circumstances beyond EnableAll's reasonable control
2.2 Uptime Target
EnableAll targets 99.5% uptime during each calendar month ("Uptime Target"), measured by EnableAll's monitoring systems.
2.3 Uptime Exclusions
The following are excluded from uptime calculations:
- Scheduled or emergency maintenance
- Force majeure events
- Failures of the internet or public telecommunications networks
- Failures of Customer's equipment, networks, or systems
- Customer's breach of the Agreement
- Third-party platforms, applications, or integrations
- Issues caused by Customer's website modifications
2.4 Service Credits
Enterprise Customers may be eligible for service credits if EnableAll fails to meet the Uptime Target in any calendar month.
Eligibility: Service credits apply only to enterprise Customers with an active Enterprise Agreement or Order Form that incorporates this Policy.
Calculation: Unless otherwise specified in the Order Form, service credits are calculated as follows:
- 99.0% – 99.5% uptime: 5% of monthly fee
- 95.0% – 99.0% uptime: 10% of monthly fee
- Below 95.0% uptime: 25% of monthly fee
Claiming Credits: To claim service credits, Customer must submit a written request to [email protected] within 30 days of the end of the affected month, including the dates and times of the unavailability.
Limitations: Service credits are applied to future invoices and may not be redeemed for cash. The maximum service credits in any month shall not exceed 25% of the applicable monthly fee. Service credits are Customer's sole and exclusive remedy for any failure to meet the Uptime Target.
3. Platform Maintenance
3.1 Scheduled Maintenance
EnableAll may perform scheduled maintenance and will provide advance notice where practicable, EnableAll will:
- Provide at least 48 hours' advance notice of scheduled maintenance likely to affect Service availability
- Schedule maintenance during low-traffic periods (typically between 02:00 and 06:00 UTC) or outside Customer's primary business hours where known
- Minimize the duration of any Service interruption
3.2 Emergency Maintenance
EnableAll may perform emergency maintenance without advance notice where necessary to:
- Address security vulnerabilities
- Prevent or mitigate service degradation
- Comply with legal requirements
- Protect EnableAll's systems or Customer data
EnableAll will notify Customer as soon as practicable following emergency maintenance.
3.3 Updates and Enhancements
EnableAll continuously improves the Service and may release updates, upgrades, and new features at any time. Where an update includes a material change to existing functionality:
- EnableAll will provide reasonable advance notice where practicable
- New features may be released behind feature flags, allowing Customer to enable them when ready
- EnableAll will endeavor to maintain backward compatibility where feasible
- For material changes affecting Customer's use of the Service, EnableAll will use reasonable efforts to provide at least 14 days' advance notice
4. Support Services
4.1 Support Availability
EnableAll provides technical support to enterprise Customers during the following hours:
Standard Enterprise Support Hours:
- Monday to Friday: 9:00 AM to 5:00 PM (New York time) and 9:00 AM to 5:00 PM (UK time)
- Excluding UK and US public holidays
Extended or 24/7 Support: May be available pursuant to the applicable Order Form.
Support Channels:
- Email: [email protected]
- Online Chat: Available through Customer's EnableAll account dashboard
- Video Conferencing: Available for Priority 1 and Priority 2 issues, or as agreed
- Telephone: For Priority 1 (Critical) issues, enterprise Customers may contact [insert phone number]
- Dedicated Account Manager: Where specified in the Order Form
4.2 Support Scope
Technical support includes assistance with:
- Installation, configuration, and operation of the Service
- Troubleshooting errors and bugs in the Service
- Answering questions about the Service and Documentation
- Account and billing inquiries
- Guidance on accessibility best practices related to the Service
- Coordination with Customer's technical team on integration issues
- Where possible and at EnableAll's sole discretion, guidance on third-party app or custom code issues impacting the Service
4.3 Support Exclusions
Support does not include:
- Custom development, coding, or website development services (available as Expert Services)
- Remediation of Excluded Issues (as defined in the Documentation)
- Legal advice or accessibility compliance consulting
- Support for third-party platforms, applications, or integrations not provided by EnableAll, beyond the limited guidance described above
- Issues caused by Customer's modifications to their website
- Issues arising from Customer's breach of the Agreement
- Training services (available separately as Expert Services)
5. Priority Levels & Response Times
5.1 Priority Classification
EnableAll classifies support requests into the following priority levels:
| Priority | Description | Examples |
|---|---|---|
| Priority 1 (Critical) | The Service is completely inoperable or a core function is unavailable, affecting all or substantially all End Users | Service outage; Assist-Bar not loading on any pages; login completely unavailable |
| Priority 2 (Urgent) | A core function of the Service is significantly impaired, affecting many End Users | Assist-Bar features not functioning correctly; Auto-Audit not completing scans; dashboard inaccessible |
| Priority 3 (Moderate) | A core function is partially impaired or a non-core function is significantly impaired | Individual feature malfunction; reporting delays; minor display issues affecting some users |
| Priority 4 (Minor) | Minor issues not significantly affecting Service functionality | Cosmetic issues; documentation questions; feature requests; general inquiries |
EnableAll determines the priority level of each support request, acting reasonably based on the information provided by Customer. Customer may request a priority reassessment if it believes the classification is incorrect.
5.2 Response and Resolution Times
EnableAll will use reasonable efforts to respond to and resolve support requests in accordance with the following timeframes:
| Priority | Initial Response | Target Resolution |
|---|---|---|
| Priority 1 (Critical) | 1 hour | 4 hours |
| Priority 2 (Urgent) | 4 hours | 12 hours |
| Priority 3 (Moderate) | 1 business day | 5 business days |
| Priority 4 (Minor) | 2 business days | As reasonably agreed |
Notes:
- Response and resolution times for Priority 1 and Priority 2 issues are measured 24/7
- Response and resolution times for Priority 3 and Priority 4 issues are measured during Support Hours only
- Response times commence when EnableAll receives a complete support request with sufficient information to diagnose the issue
- Resolution times are targets and may vary based on issue complexity
- Resolution may include a workaround, fix, or reasonable explanation where a fix is not immediately available
- Alternative response and resolution times may be agreed in the applicable Order Form
5.3 Response Content
EnableAll's initial response to a support request shall include (to the extent relevant):
- Acknowledgement of receipt of the request
- Assigned priority level
- Ticket reference number
- Where practicable, an initial diagnosis
- Anticipated timetable for resolution or next steps
6. Customer Responsibilities
6.1 Submitting Support Requests
To receive efficient and effective support, Customer must:
- Submit support requests through the designated support channels
- Provide a clear description of the issue, including steps to reproduce
- Include relevant information such as browser type, device, URLs affected, and screenshots where applicable
- Respond promptly to EnableAll's requests for additional informations
- Designate authorized contacts who may submit support requests on Customer's behalf (up to the number of named contacts specified in the Order Form)
6.2 Cooperation
Customer agrees to:
- Provide EnableAll with reasonable access to Customer's website and systems as necessary to diagnose and resolve issues
- Implement reasonable recommendations provided by EnableAll
- Notify EnableAll promptly of any changes to Customer's website that may affect the Service
- Maintain accurate contact information in Customer's account
- Ensure designated contacts are available to assist with Priority 1 and Priority 2 issues
6.3 Escalation
If Customer is not satisfied with the support received, Customer may escalate the issue by:
- Requesting escalation within the existing support ticket
- Contacting Customer's designated Account Manager
- Emailing [email protected] with the ticket reference number
- For unresolved escalations: Contacting EnableAll's Head of Customer Success
7. Incident Monitoring
7.1 Proactive Monitoring
EnableAll operates 24/7 automated monitoring systems that detect service disruptions and performance issues. When an incident is detected:
- EnableAll's on-call technical team is automatically alerted
- Investigation begins promptly
- For enterprise Customers: Direct notification may be provided via email or phone for Priority 1 incidents
7.2 Incident Communication
For incidents affecting Customer, EnableAll will:
- Notify Customer's designated contact(s) by email (and by phone for Priority 1 incidents, where contact details are available)
- Provide regular updates during ongoing incidents (at least every 2 hours for Priority 1 incidents)
- Publish a post-incident summary for significant outages upon request
8. Support Limitations
8.1 Support Hours Cap
Unless otherwise agreed in the Order Form, if the total hours spent by EnableAll personnel providing support to Customer during any calendar month exceeds 10 hours, then:
- EnableAll will notify Customer; and
- EnableAll may agree to provide additional support during the remainder of that month, subject to additional fees as agreed between the parties
8.2 Unsupported Configurations
EnableAll may be unable to provide support for issues arising from:
- Unsupported browsers or devices
- Customer's custom code or third-party applications
- Configurations that conflict with EnableAll's Documentation
- Beta features or Trials
- Modifications made by Customer that were not approved by EnableAll
9. On-Site Support
On-site support may be provided upon request and subject to EnableAll's availability. On-site support is charged at £500 per day (or the rate specified in the Order Form), plus reasonable travel and accommodation expenses. On-site support must be requested at least 5 business days in advance.
10. Expert Services
For support needs beyond the scope of this Policy, EnableAll offers Expert Services, which may include:
- Custom accessibility remediation
- Manual accessibility testing and audits
- VPAT/ACR preparation
- Accessibility consulting and training
- Priority implementation support
- Dedicated technical resources
Expert Services are available for an additional fee and are subject to a separate Statement of Work. Contact your Account Manager or [email protected] for more information.
11. Term & Modifications
11.1 Term
This Policy applies for the duration of the applicable Enterprise Agreement or Order Form.
11.2 Modifications
EnableAll may modify this Policy from time to time. For enterprise Customers:
- EnableAll will provide at least 30 days' written notice of material changes
- Support will not materially degrade during Customer's then-current Term
- Customer may object to material changes by providing written notice within 14 days; the parties will discuss in good faith
12. Contact Information
Standard Support:
- Email: [email protected]
- Help Desk: Available through your EnableAll account dashboard
- Documentation: www.help.enableall.com
Sales and Expert Services:
- Email: [email protected]
Mailing Address: EnableAll Limited, 4th Floor, Parkview, 82 Oxford Road, Uxbridge, UB8 1UX, United Kingdom
