Customer operations, recovery and offboarding

Agree operating responsibilities before a site goes live. Keep a copy of the contacts and recovery procedure outside Ennea so that it remains available during an outage. Contractual response times, retention and recovery targets come from your deployment agreement.

Prepare the operating record

Record the organization/site, application/API addresses, deployment operator, customer administrator, process owner and external-system owners. Add the agreed support contact, escalation path, service hours, backup scope, recovery point objective (RPO), recovery time objective (RTO) and the date/reference of the most recent applicable restore exercise. An unfilled target remains an open deployment decision.

Responsible party	Operational duty
Customer administrator	Membership, scoped access, devices, Apps and approved connection bindings.
Process owner	Reconcile actual work, quantities, evidence and any permitted correction.
Ennea/deployment operator	Infrastructure, monitoring, backup/restore execution and incident coordination under the agreement.
External-system owner	Mailbox/ERP/printer outcomes, connectivity and external recovery evidence.

If the app is unavailable

1. Check the known application address and the device/network. Ask whether another authorized device has the same failure.
2. Record the time with timezone, scope, affected task and last confirmed record or request ID.
3. Contact your agreed implementation/support contact through the offline channel in the operating record. Do not depend on the in-app support dialog during an outage.
4. Follow the site's approved business-continuity procedure. Mark work performed outside Ennea for later reconciliation.
5. After recovery, compare persisted records and physical/external results before entering missing work. Do not repeat a production, stock, email or print action merely because its response was lost.

For a reachable app, use Create support request. For a security concern, contact the responsible administrator and security@ennea-ai.com as listed in the Security overview. Do not send passwords, tokens or unrestricted customer data.

Recover a record or workflow

Distinguish an unsaved edit, saved draft, publication, operational write and restored backup. Use native History to restore eligible definitions into a draft, review and publish that draft separately. History does not undo production quantities, material movements or external actions.

For an uncertain action, preserve its original request/receipt ID, inspect the resulting record and use the offered reconciliation or retry. Escalate unknown outcomes with that identity. A new request can create a duplicate.

A database restore is an operator-led incident/change procedure. Agree the affected stores, recovery point, consistency checks and reconciliation of changes since that point. Backups can contain orders, files and related history from different stores; verify the complete recovered workflow and reconcile current retention/deletion restrictions before returning it to service. Request the applicable restore evidence rather than assuming a stored backup proves recovery.

Export and end the service

Routine exports are module-specific, such as Warehouse CSV, report PDFs and authorized audit exports. Record filters, scope, time range and units and verify the downloaded result. A module export is not a complete tenant archive.

For contract-end offboarding:

1. Agree the responsible customer contact, end date, required archive, destination and authorized retention exceptions.
2. Request the governed offboarding process through the administrator and deployment/privacy operator. Approving shutdown stops ordinary access and background work; arrange archive delivery first with the responsible people.
3. Receive and verify the customer archive, its manifest/checksum, completeness warnings and required external-system exports. Record delivery acknowledgement.
4. The operator performs purge only after required export delivery and decisions are recorded. Provider, Edge, browser, log and backup actions require their own evidence.
5. Obtain the completion record and any retained exceptions with their review/expiry terms. A pending external action is not completed offboarding.

Account removal, site cleanup and tenant offboarding are different tasks. For an individual's request use privacy rights requests. For retention or contractual questions, use the contacts in Privacy and Subprocessors/DPA.