ENA CTAC customer support:  (888) 612-2880  |   support@ena.com
Service and support resources:    myENA   |   ENA Help Center

About ENA

Founded in 1996, ENA began with a vision to provide Internet access to every K–12 school in Tennessee, and we made that vision a reality by creating the first statewide K–12 network in the nation.

Today, that vision has been greatly expanded, and ENA now delivers robust and reliable broadband, Wi-Fi/LAN, communication, and cloud services to K–12 schools, higher education institutions, and libraries across the nation. We work side-by-side with our customers to ensure they have the connectivity, communication, and collaboration solutions they need to be successful.

Our dedication to the education and library communities we serve—combined with our passion for customer service—sets ENA apart. Empowered by solutions that save them time, money, and frustration, ENA’s customers can focus on what matters most: preparing students, strengthening communities, and building leading educational enterprises.

DOWNLOAD ENA’S MAINLINE BROCHURE

Infrastructure as a Service Solutions

ENA provides a suite of high-quality broadband, Wi-Fi/LAN, communication, and cloud solutions. Designed and created by ENA’s technology and innovation team, all of our solutions include numerous value-added services benefiting schools, higher education institutions, and libraries.

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Complete End-to-End Managed Services

ENA’s Infrastructure as a Service (IaaS) model delivers complete end-to-end solutions with comprehensive design, support, maintenance, and monitoring. Our proven approach to connectivity, communications, and collaboration solutions capitalizes on the combined strength of our expertise, resources, and partners to offer speed, reliability, scalability, best-of-breed technologies, and continuous technology improvements to our customers. It’s an approach that begins and ends with a commitment to customer care you’ll find nowhere else in our industry.

Comprehensive Professional Services

At ENA, we have applied our industry knowledge and engineering expertise to craft a dynamic portfolio of stand-alone professional services that meet our customers’ diverse and evolving technology needs. Our professional services are designed to assist our busy customers by minimizing the engineering burden of designing and deploying networking solutions. Learn more about ENA Professional Services for Wi-Fi and LAN.

The Difference Is Everything

ENA Network Backbone

ENA’s national network backbone is an integral part of our highly-scalable Internet access service. It includes significant network traffic peering, in-network content hosting, content caching, connectivity to national and international research and education networks (such as Internet2), and quality of service. Our national network backbone infrastructure is highly scalable and flexible to meet the growing needs of the communities we serve.

ENA INTERNET ACCESS

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Doing More With Less

ENA’s IaaS solution model has an extensive history of providing cost-effective solutions, as much as 50 percent lower than piecemeal solutions, and maximizes the use of E-rate funds (when applicable) for eligible entities. Our IaaS approach typically delivers enhanced service with improved total cost of ownership saving you both money and time.

 

lower than piecemeal solutions

More Security, More Peace of Mind

We know that safety is your top priority, which is why many of our services include enhanced security features and communication tools specifically designed to prevent, mitigate, or protect against potential network attacks and security threats. With ENA, you receive more than a robust solution—you also receive peace of mind. Some of our security solutions include:

  • DNS black hole services, providing an education-focused blacklist that is updated in real time by your education peers, limiting user access to malicious websites
  • Custom DDoS mitigation and support
  • Blocked spoof traffic that limits attack methods
  • Firewall service protects your Internet bandwidth by mitigating attacks at ENA’s core, reducing unwanted traffic on your Internet access circuit
  • Cloud-based and premises-based content filtering services
  • Proactive customer notifications that alert you of potential threats to your network
  • SIP voice security solutions using loud ringer/alerter, voice paging, doorphone, and strobe light devices

Exceptional Resilience and Recovery

30–60
Min.

ENA’s Average DDoS Mitigation Time

Implementation Process

ENA has a demonstrated track record of meeting and exceeding implementation schedules with our customers. Every implementation has a dedicated project manager who oversees the deployment from start to finish. Whether providing services to a few sites or several hundred, ENA has the personnel, processes, and procedures to deliver on our committed installation timeframes.

Dedicated Account Service Managers

Every ENA customer is assigned an experienced account service manager (ASM) who builds face-to-face rapport with you and works to understand your unique goals and needs. We listen and respond with individualized and dedicated attention.

Training and Help Documentation

At ENA, we understand that knowledge is power, which is why we provide our customers with extensive live training opportunities as well as 24x7x365 access to the ENA Help Center, which is your one-stop shop for online self-support and video tutorials for ENA’s solutions and services.

HELP AT YOUR FINGERTIPS

E-rate Expertise

ENA has been involved in the E-rate program since its inception and has nearly two decades of successful experience, working with a diverse group of schools and libraries, including rural and urban, large and small, system-wide and statewide, and supporting every type of demographic.

  • Top-5 Vendor for Category 1 Funding
  • More Than $144 Million Customer E-rate Filings in Year 19
  • 19-Year E-rate Program Experience
FINANCE SUPPORT

ENA E-rate Quick Stat

in E-rate Funding Approvals Since Program Inception

24x7x365 Customer Support

Phenomenal support is our forté. Our customer support team will move mountains to keep your services operating at peak performance. All calls to our Customer Technical Assistance Center (CTAC) are answered by a live person in the U.S. with the knowledge, experience, and capability to resolve your issue. Our CTAC experts average a 94% First Call Resolution.

CUSTOMER SUPPORT

2016 Monthly Average Call Metrics Statistics

99%

Proactive Support

Percentage of Customer Visible Outages Notified Proactively

 

Average Wait Time

94%

First Contact Resolution

Percentage of Calls Resolved Without Escalation

Inside ENA

Remarkable People – Honorable Work

ENA’s formula for success is simple: our employees are passionate about what they do! We have created a culture of innovation that celebrates collaboration, communication, and creativity. ENA empowers its employees to “always do more” with personalized professional development opportunities that promote both personal and professional growth in addition to technology skills and industry-recognized process expertise. Above all, we are all united by our desire to provide the very best service and solutions to our customers.

97%

Customer
Retention Rate

97%

of Our Customers
Recommend ENA

How Is ENA Different?

  • We are customer-centric and believe people make all the difference in providing exemplary service to our customers
  • Over the past five years, over 97% of our surveyed customers said they would recommend us to others, our overall customer satisfaction rating has been 99%, and our customer retention rate has been greater than 97%
  • We alert our customers of a network issue and begin resolving it before they even know an issue exists more than 99% of the time
  • ENA has been recognized as one of Tennessee’s “Best Employers” in 2006, 2007, 2009, 2010, 2011, 2014, 2015, and 2016

Service Is The Solution

At ENA, we know our customers. They are our friends and colleagues. We celebrate their successes and empathize with their frustrations. More importantly, we understand their challenges and limitations, and we move mountains to make it right 100 percent of the time. That’s the ENA way.

WATCH OUR CUSTOMER SERVICE VIDEO

OUR MISSION AND PURPOSE

ENA believes a network is more than just a system of circuits and hardware. It’s about connecting people and making the process of reaching and using valuable information as easy and reliable as turning on the lights.

5

OUR CORE VALUES

  • ENA is Customer-Focused
  • ENA demonstrates Utmost Integrity
  • ENA possesses a Passion for Excellence
  • ENA Builds Value for Employees, Customers, and Stockholders
  • ENA Respects the Individual and Promotes the Team
  • ENA has been recognized as an A+ BBB Accredited Business since 2010.
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  • ENA has been recognized as one of Tennessee’s “Best Employers” in 2006, 2007, 2009, 2010, 2011, 2014, 2015, and 2016.
  • CRN, a brand of The Channel Company, has named ENA to its 2016 Managed Service Provider (MSP) 500 list in the Elite 150 category.
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What our customers say about us

  • "Great to work with ENA and all the employees. Personable. Never have called and didn’t get excellent service. OUTSTANDING.”
    Evelyn Rafalowski, Director of SchoolsSullivan County Schools, TN
  • "ENA analysts have always shown a great deal of professionalism along with an added blend of caring personality during our service calls. In addition, the analyst has called back to make sure that all is going well after our initial problem has been resolved.  Thanks so much!!!"
    Deborah Kean, Director Bicknell-Vigo Twp. PLBicknell, IN Public Library
  • "I am very satisfied with my ENA Team. They are always knowledgeable, professional and take care of the problems as well as offer suggestions to prevent problems. I also appreciate the fact that the surveys (after a service ticket) are read. I have received a call from Dana on a couple of occasions, telling me that a plan was in place, etc. Again thanks for all you do!"
    Rosie Bailey, Technology Title 1Hawkins County Schools, TN
  • "Great job!! By far the best tech support of any company that I work with. Thanks!”
    Chris Cole, Technology CoordinatorVermont Public Schools Site Level One: Addison Rutland Supervisory Union Site Level Two: A
  • "ENA has ALWAYS been there when I’ve needed them."
    Edd Ward, Technology DirectorRichard City Schools, TN
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