Enablement exists so your engineers can answer a customer question in the room, on the call, without booking a follow-up with the vendor.
Folders, mail, databases and cloud services. Which credentials each connector needs, what read-only access covers, and how sampling keeps a first scan quick on a large repository.
What ships by default, how to add a pattern for a customer's own identifier format, and when a keyword dictionary beats a regular expression.
Setting up classes against a customer's policy, writing the queries behind them, and explaining why a document landed in a given class.
Binding profiles to user groups, the difference between masked output and anonymized substitutes, and which one a testing team actually needs.
Sizing a server, on-premises against cloud, where the index sits, and answering the residency question a privacy officer will ask.
The sequence that works: connect one real source, scan it, show what surfaced, then mask it in front of them. Roughly forty minutes.
| Situation | Who handles it |
|---|---|
| Customer question on configuration | Your team, first line |
| Source will not connect | Your team, second line |
| Scan results look wrong | Your team, with escalation available |
| Suspected product defect | Vendor engineering |
| Feature request from a customer | Vendor engineering |
| Security advisory or patch | Vendor engineering |
You hold the customer relationship and the first two support lines. Anything that turns out to be the product itself goes to vendor engineering, and you stay informed rather than handing the account over.
Escalation is available from your first deal. Nobody expects a new partner to diagnose an indexing fault alone.