APPLICATION HOSTING FAQ
Pricing
1. How does pricing work?
2. If we don't want all of the software packages mentioned above,
can we get a discount?
3. What are the differences between the hosting solutions offered
by ISG Solutions and those offered by other solution providers?
Support
4. Who do I call if I have a problem?
5. What service level guarantee does ISG Solutions offer?
Who owns what
6. What do we own when our application is hosted?
7. Can we have full administrative rights to our software?
Who does what
8. Who makes sure all of our desktop systems are working properly
if we host?
9. Who handles upgrades?
10. If we decide to host our association management software but keep our
accounting software in house, how do we integrate them?
Security
11. How is security managed?
12. What types of backup are performed?
13. Do you offer any kind of disaster recovery preparation?
Just in case
14. Can we test having our software hosted before making a decision?
15. Under what circumstances can we cancel the agreement?
16. What happens if ISG Solutions goes out of business?
17. What if we want to change what we are having hosted?
How it works
18. How is running our software over the Internet different
from what I do now?
19. Won't working over the Internet be slow?
20. Do I need a browser, or a particular browser, to run software
over the Internet?
21. What is the difference between hosting an application and
using Citrix for remote access?
Hardware, software, communications
22. What type of Internet connection do you recommend?
23. The speed of our connection is very important to us. We have a
T-1 on our end; what is the speed of the connection between ISG's data center and the
Internet?
24. What are the specifications of the server that my software
will sit on?
25. What hardware do we need to implement Citrix in-house?
26. Can I get the same level of customization with hosting that I
could if the software was on our network?
27. What applications other than my association management software can I use
remotely?
28. Don't the Web modules let me access my data through the
Internet?
1. How does pricing work?
There is a flat fee per user per month for hosting. This fee includes:
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Hosting of iMIS SQL, Microsoft Business
Solutions Great Plains or Solomon accounting software, Microsoft Word,
Microsoft Outlook Express, and other approved software.
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Rental of all supporting software needed to run the
application in a hosted environment, such as Microsoft SQL
Server and Citrix.
In addition to the hosting fee, you pay for the application
software. This amount varies, depending on the software packages chosen and the
number of users.
Services available at an additional fee include:
-
iMIS e-Series hosting.
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Hosting other software, such as Microsoft Exchange 2003, Microsoft Office Standard or Pro.
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Website hosting.
-
Consulting services.
-
Training.
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After-hours help-desk support (billed at hourly or bundled
rates).
There is also a monthly charge for your connection to the
Internet. You probably already have this expense, but it may increase if you
upgrade to a faster connection.
2. If we don't want all of the software
packages mentioned above, can we get a discount?
The hosting charge is a bundled fee. The number of software packages you choose
has no effect on that rate. However, if you want fewer software packages, you
will save money on licensing fees.
3. What are the differences between the
hosting solutions offered by ISG Solutions and those offered by other solution
providers?
ISG Solutions runs its own application hosting facility. Other companies
partner with one or more firms to provide application hosting. One
key advantage to choosing ISG is that you are working with only one vendor,
which simplifies communication, speeds response time, and eliminates finger
pointing. Here are some other differences:
Data center.
ISG Solutions runs its own data center, dedicated specifically to application hosting. Other iMIS providers partner with a company that runs
a data center in a facility owned by yet another business. Cost.
While prices vary, ISG Solutions typically offers more value than other application
hosting providers. We perform the hosting in-house, so our expenses are lower. We
use personnel who are highly knowledgeable about both application hosting and the relevant software packages, so communication is simplified and problems are solved faster.
Other providers partner with a hosting company plus a
data center provider. You pay for three profit margins, instead of just one. Technical support.
The more companies that are involved in providing technical support, the more
complicated problem resolution becomes. With ISG Solutions, you have "one
throat to choke." Communication is simpler, and problems get fixed faster. Billing terms.
ISG Solutions bills monthly; other application hosting providers require
three months' payment in advance. Length of contract.
ISG Solutions offers 12-month contracts. Contracts for other
providers are typically for 36 months. Termination clause.
ISG Solutions allows termination with 30 days notice, without penalty and
without payment of additional fees. The termination clause for some other
providers requires 90 days notice and the payment of any remaining
monthly fees.
4. Who do I call if I have a problem?
You can reach technical support by calling 301-519-3776. We guarantee that you
will receive a response to your call within two hours during software support
times. You may also contact us by e-mail at support@isgsolutions.com.
Systems support, which includes hardware and infrastructure
issues, is available 24 hours a day, seven days a week, excluding major holidays
(New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving,
Christmas).
Software support, which includes support for iMIS
and the other software applications, is available from 8:30am to 8:30pm EST on
business days. Support during other times may be scheduled with three days
notice.
No matter what kind of problem it is, contact ISG's technical
support. Having one point of contact like this minimizes finger-pointing and
makes your life easier.
5. What service level guarantee does ISG
Solutions offer?
ISG Solutions guarantees 99.9% system availability during the hours that system
support is available (see above), except during scheduled maintenance times.
6. What do we own when our application is
hosted?
You always own your own data. If you buy the software you are hosting (as
opposed to renting it), you own the software too. Upon expiration or
cancellation of your contract, the data and software will be returned to you.
7. Can we have full administrative rights to
our software?
Yes. If you prefer administering your software yourself, we can give you full
administrative rights to your system.
8. Who makes sure all of our desktop systems
are working properly if we host?
ISG Solutions is responsible for the hardware and software that reside in the
hosting facility. Other hardware and software that reside on your desktop are
still your responsibility.
9. Who handles upgrades?
Upgrading the software that is hosted is our responsibility, and there is no
additional charge for doing the upgrades. We commit to maintaining your software
to within one version of the latest upgrade, and coordinate with you to make
sure upgrades are scheduled at a convenient time.
10. If we decide to host our association management software but keep our accounting software in-house, how do we integrate them?
We take care of this for you as part of the implementation process. Typically,
we set up batch files that are imported into your accounting system, which
usually works very well. Other integration strategies are also available.
11. How is security managed?
We use the Check Point VPN security system, which offers one of the highest
levels of security available. Check Point provides a strong firewall, data
encryption, and password protection. In addition, network virus software is run
regularly and updated frequently to help protect against viruses.
12. What types of backup are performed?
Your data is backed up daily. Backup files are stored in a fire-resistant safe and
sent to off-site storage once a week. In the case of a hard drive crash, we
can install a new hard drive from our reserve supply while the server is still
powered and running, and restore the drive content from the tape backup.
13. Do you offer any kind of disaster
recovery preparation?
We will restore your backup database tape to a server in our data center
facility twice a year to allow you to test the validity of the backup database,
in case it should ever be needed for disaster recovery purposes. You are able to
access the backup database over the Internet for testing purposes, and we
provide you with a suggested checklist of reports and
procedures to follow in your testing protocol.
14. Can we test having our software hosted before making a
decision?
ISG Solutions performs your implementation using our application hosting facility, so you have ample time to test, experiment with, even pound on, the hosted application to see if it will work for you. In
addition, you stay in the application hosting facility for a 30-day shakedown period after
your implementation is complete, which lets us monitor your system closely and
respond quickly to any problems or issues.
15. Under what circumstances can we cancel
the agreement?
With ISG Solutions, you can cancel for any reason with 30 days notice. ISG is
unique in offering our "opt-out" program, where you have the ability
to switch from using an application over the Internet to bringing it in-house
without penalty. We'll work with you to make the conversion as smooth and
trouble-free as possible.
16. What happens if ISG Solutions goes out
of business?
You get your data back, along with the software application(s). You may then
install the application(s) on your internal network or move to another hosting facility. If
you are renting the software, the data is all that is returned to you.
17. What if we want to change what we are
having hosted?
A phone call is all it takes to change the number of users who are using the
system. You may add as many people as you want, or reduce users down to the
minimum number specified in the contract.
You may also add new software packages to what you are having
hosted, or cancel one of the hosted software packages and continue to host
others.
The hardware in the hosting facility is our responsibility. We
monitor your usage and will purchase a new server before you reach capacity in
your existing system.
18. How is running our software over the
Internet different from what I do now?
Instead of running your software over your internal network,
you access it over the Internet. The application still looks and feels the same as
it always has. You just click on the icon on your desktop, open the application,
and start working.
The differences are all behind the scenes. Your server that runs
the applications, which used to be down the hall in your office, is now in a
secure data center. The information that used to pass between your desktop and
your server, across your network, now flows along a larger network—the
Internet.
This frees you to work anywhere. All you need is a PC or laptop
that connects to the Internet. You have access to all the same software,
databases, and other information you would have if you were sitting at your own
desk.
19. Won't working over the Internet be slow?
For applications that are not designed to run over the Internet, ISG Solutions uses Citrix technology to speed transmissions. With Citrix, all
processing occurs on a fast server. The only information that passes over the
Internet is input from you (keystrokes and mouse clicks) and screen updates sent
back to you from the server. This offers a number of advantages:
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Significantly less information than normal is transmitted
over the Internet, so the software runs fast.
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Since the only software that goes on the remote computer is
the Citrix client software, you don't have to have a powerful new computer
for your applications to work properly. And it makes no difference if you
are using PCs or Macs.
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Hassles involved in upgrading software are virtually
eliminated. Software is upgraded on the server and is then available to
remote users automatically.
Another reason you get rapid response time over the Internet is
that we recommend a continuously available high-speed connection. We can help
you choose a reasonably priced solution that is right for your situation.
20. Do I need a browser, or a particular
browser, to run software over the Internet?
You use a browser—any browser—to log on. You have an icon on your
desktop for your application, just like you do now. When you click on it, the
application opens and you can begin work.
21. What is the difference between hosting
an application and using Citrix for remote access?
Both allow you to run your application over the Internet, and both use Citrix to
speed performance over the Internet. The difference is that when your
application is hosted, the software and data reside on a server in the hosting
company's data center. When you are simply using Citrix for remote access, your
application and data stay on a server in your office.
22. What type of Internet connection do you
recommend?
You will get the best results with a T-1 line, which is quite affordable. At
a minimum, we recommend that you use a DSL line. Of course, home users and staff
members working outside the office can use whatever connection they have at home.
23. The speed of our connection is very
important to us. We have a T-1 on our end; what is the speed of the connection
between ISG's data center and the Internet?
ISG Solutions uses multiple T-1 lines with significant excess capacity. For
added redundancy, ISG's T-1 lines are obtained from multiple suppliers.
24. What are the specifications of the
server that my software will sit on?
We buy our servers from Compaq. The exact configuration varies, because we
usually buy the latest model. It's important to note that to further speed
processing, ISG Solutions uses separate database servers and application
servers.
25. What hardware do we need to implement
Citrix in-house?
ISG Solutions can implement Citrix in your office without adding any new
hardware. However, to maximize speed, we recommend that you add a new server
specifically for Citrix. That should be all you will need. One of the benefits
of using Citrix for remote access is that very little processing takes place on
the client, so clients do not need to be very powerful. Even older PCs and Macs
will be sufficient for most uses.
26. Can I get the same level of
customization with hosting that I could if the software was on our network?
If you buy the software, you can get exactly the same level of customization as
if the software was on your network. If you rent, your options are more limited.
If customization is important, you should carefully evaluate ISG's payment
plans, which make owning the software very affordable.
27. What applications other than my association management software can I use remotely?
With a hosted solution, you can use any applications that you choose to have hosted. With Citrix alone, you can use any applications that your organization chooses to make available for remote access.
28. Don't the Web modules let me access my
data through the Internet?
Not all of the features and functionality of iMIS are available
through the iMIS e-Series. In addition, the other hosted
applications, such as accounting software and Microsoft Office, are not
available through the Web modules.
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