This article walks you through the three types of requests you can submit, how to send them, and what you can expect from our team along the way.
Where to send your request
No matter which type of request you're submitting, you have two options:
In-app: Use the Intercom messenger inside the Enaimco application
Email: Reach out directly via [email protected] or to your designated Customer Success contact
Both channels route to the same team, so use whichever is most convenient for you.
Reporting an urgent issue: security incidents and platform outages
For time-critical issues, please use the dedicated channels below so the right team can respond as quickly as possible:
Security incident: To report a suspected or confirmed security issue in the Enaimco application, email [email protected].
Non-availability (platform outage): To report that the platform is unavailable or unusable, email [email protected].
For all other issues, questions, and ideas, use the standard request types below.
1. Customer support requests
Requests: Platform issues, defects, bugs, or general questions about how something works.
What to expect from us:
We'll acknowledge your request and provide an initial response within 24 hours
You'll receive status updates at least every 48 hours until we've confirmed a resolution date
Once your issue is resolved, we'll follow up formally to confirm the fix and close out the ticket
2. Data maintenance and modelling requests
Requests: Updates, corrections, or enhancements to your data, configurations, or operational models within the platform.
What to expect from us:
We'll acknowledge your request and provide an initial response within 24 hours
You'll receive progress updates every 48 hours until a resolution date is confirmed
When the work is complete, we'll confirm the changes with you and document what was done
3. Product development requests
Requests: Feature ideas, enhancements, and suggestions that could improve the Enaimco platform for you and other customers.
What to expect from us:
We'll acknowledge your request and provide an initial response within 24 hours
Your request will be evaluated against our current roadmap and strategic priorities
We'll come back to you with one of the following outcomes:
Your idea aligns with something already on our roadmap
It's been added to future roadmap planning for consideration
We'd like to collaborate further, whether through discovery sessions or solution design workshops
You'll always receive clear next steps, including anything we need from you to move forward
Our commitment to you
Every request you send is handled with the following principles in mind:
Timeliness — We stick to the response and update intervals outlined above
Transparency — You'll always know where your request stands, including timelines and dependencies
Accountability — We own every request through to completion
Collaboration — We work with you to ensure our solutions fit your operational needs and business goals
Still have questions? Reach out to your Customer Success contact or start a chat with us in-app — we're happy to help.