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Frequently Asking Questions

General

What sets the Web Help Desk apart from other support products?

The Web Help Desk is a high performance web application designed as a 100% browser-based solution. Most competing tools started as client-server applications, bolting on web functionality as an "extra" module, with typically poor results. The Web Help Desk's browser-only focus guarantees a rich, powerful cross-platform application regardless of your operating system.

Do I have to have my own server and software to use the Web Help Desk?

No! We can host your help desk on our own powerful servers utilizing our fast T-1 lines for a highly responsive application.

What is your support and upgrade policy?

All licensees are required to purchase a maintenance agreement for at least one year. The maintenance agreement entitles you to all updates and unlimited product support by web, e-mail or phone. Maintenance agreements are optional after the first year.

Technical

What platforms are supported?

We offer installers for Mac OS X Server, Windows 2000/2003 Server, Linux and Solaris.

What are the minimum technical requirements for installing the Web Help Desk?

• Operating System: Mac OS X Server 10.4 or later, Windows 2000/2003 Server, Linux, Solaris 8
• Deployment Runtime: Java 5, Standard Edition
• Hardware Requirements: 768 MB RAM, 1 GB disk space

What databases are supported?

We include an embedded FrontBase database for instant functionality (Mac OS X and Windows). We also provide out of the box support for OpenBase SQL, Microsoft SQL Server 2000/2005, MySQL 5, Oracle 8i - 10g and PostgreSQL 8

How well does the Web Help Desk scale?
Is there a limit to the number of clients, assets, or support tickets?

The Web Help Desk has a virtually unlimited ability to scale. The application can be run as multiple instances on one or more servers as your application requirements grow, simply add additional instances and servers.

Pricing

What licensing options are available?

We offer both commercial and education/government licenses. The minimum license is two Administrator/Technician seats, with additional options for 3, 5, 10, 20, 30...100, 125, 150...500, 600, 700, 800, 900, 1000 and unlimited seats. The number of client end-users is always unlimited.

Can I upgrade my license?

Yes. License keys can be upgraded at any time to add additional technician seats to your application.