Software Services |
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1. axis diplomat Safe Off-site Storage (SoS) |
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1.1 What is SoS? |
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Safe Off-Site Storage is a subscription-based service that automatically stores backups of your axis diplomat data on our secure servers. By automating the storing of backups off-site, you are protected against physical loss or damage to your servers (for example by fire or from theft). Without an automated off-site backup, loss of the server(s) or other disaster recovery scenario would typically entail the loss of at least twenty-four hours data as it relies on the last time removable media was taken off-site. Our servers monitor the receipt of SoS backups from you on a daily basis and alert both you and our services team if an expected backup is not received. |
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1.2 How does SoS work? |
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Your axis diplomat data is backed-up, compressed, and transfered over your internet connection to our servers by an automated axis diplomat process, typically overnight. You can also supplement this by transmitting an axis diplomat backup which you have taken manually at any time should you wish (although transmitting a backup during the day will utilise internet connection bandwidth which may impact on the performance of your internet connection for other purposes). The data is highly compressed during the backup phase ensuring that the minimum amout of disk storage is consumed and that the time and bandwidth required to transmit the backup are kept to a minimum. The size of a backup (and therefore the time taken to transmit it to our servers) will depend on the size of your axis diplomat data and the speed (and available bandwidth) of your internet connection. Our SoS servers send a confirmation email to a named contact each day advising them of the successful receipt of your backup or of any failure so that you are aware of the SoS backup status at all times. |
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1.3 What happens in the event of a disaster? |
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In the event of a disaster, the latest axis diplomat software can be downloaded from our web site and the SoS data backup can simply be downloaded via the Internet and restored. This provides recovery of axis diplomat onto a replacement Windows host server with the minimum of delay and effort.
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1.4 Why use SoS instead of other 3rd party backup services? |
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SoS is specifically designed to meet the requirements of axis diplomat. The backup is taken by axis diplomat itself and this means that the integrity of the data can be checked. Third party solutions could result in only a partial (or inconsistent) backup which may be useless in a disaster recovery senario. The availability of up-to-date data from your system also allows us to provide software support services more quickly and in a less obtrusive manner. Our support consultants can utilise your SoS backup to examine software behaviour with your exact data as well as performing tests and proposed resolutions "off line" on our test servers rather than your live system. |
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1.5 How many backups are stored? |
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The three most recent backups are retained with the oldest replaced by the most recent each time a backup is transferred to our SoS servers (FIFO rotation). |
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1.6 How much does SoS cost? |
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Secure Off-Site Storage is available from £39+VAT per axis diplomat data set (company) per month or, to put it another way, peace of mind for little more than £1 per day. |
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Software Assurance is provided as a part of axis 'support & maintenance' contracts and is designed to ensure that your axis diplomat software is always up-to-date.
In common with a number of other leading software vendors, axisfirst offers the option of Software Assurance to its axis diplomat customers.
Software Assurance ensures that you are entitled to any new versions of axis diplomat software as and when they become available.
This means that you never need to worry again about your software becoming out-of-date. It also means that your IT expenditure is evened out into a regular monthly figure, without the need to budget for a major software license upgrade every few years.
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How Do I Take Out Software Assurance? In order to start Software Assurance, you must be at the current version of software. You must then have an axis diplomat support & maintenance contract or axis diplomat rental contract in place at the time your new system is installed or at the time you upgrade. So, If I Have Software Assurance, Future Upgrades Are Provided at No Extra Cost? That’s right! The cost of the software upgrade license is covered. You only need to pay for any installation or training services that you require at the time. You will, of course, need to ensure that your infrastructure (servers, workstations, network, etc.) are capable of running any new versions that are released.
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Are There Any Other Benefits to Software Assurance? Yes! Due to the restraints of developing and marketing software, we often have modules or features developed in readiness for the next version months, or even years, in advance of that release. These developments are held back in order to build up the features in the next version. Since Software Assurance customers will receive the next version as a matter of course, there is no need to hold back those developments from those customers. |
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This means that, from time to time, we will make these developments available to our Software Assurance customers in advance of their general release. This means that you can take advantage of new developments many months before they would otherwise be available, and at no additional cost. Do I Get The New Versions Automatically As Soon As They Are Released? Not automatically - we will advise you when a new version is released and invite you to request the upgrade (see Upgrading to axis diplomat or axis payroll (axisfirst.co.uk) ). This is to allow for any infrastructure changes that you may need to make and to schedule any installation or training that you may have purchased. Some customers are also nervous about taking any new product on the day it is released and prefer to wait a few weeks or months before updating their systems. If I Take Up Software Assurance, How Do I Know You Will Release A New Version? Our Upgrade Policy is clearly laid out on our web site and states that we aim to release a new version of our software approximately every two years. axisfirst operates in a competitive environment and experience tells us that we need to bring out a new version of our software at that frequency in order to remain competitive and to keep up with technological and business developments. How Much Does Software Assurance Cost? Software Assurance is included in an axis diplomat Support & Maintenance or axis diplomat Rental contract. So long as you have one of those two types of contract in place, you qualify for software assurance. |
I Am Already Running the current version of axis diplomat- Is It Too Late To Take Out Software Assurance? No, you can sign-up for Software Assurance after installing, or upgrading to, the current version of axis diplomat but you must back-date the contract and associated payments to that time. This does mean, however, that you may miss out on any promotional offers linked to Software Assurance when you bought your software or upgrade. This means it is always preferable to consider Software Assurance at the outset. Traditionally, I have Only Upgraded Every Four Years, Skipping Versions. Does Software Assurance Work Out More Expensive? No! Because of the way that we structure upgrade prices, the cost of upgrading two versions is generally the sum of the two individual upgrades, and so Software Assurance is just as effective. Furthermore, you get to take advantage of those new features as soon as they are available, instead of waiting on average two years for them. This ensures a much faster Return On Investment (ROI). I don't have a current Software Support Contract - can I still take out Software Assurance? No - Software Assurance is only available as an element of either an axis diplomat support & maintenance contract or axis diplomat rental contract. |
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The axisfirst software services team can provide a range of services to assist with the set up or on-going maintenance of an axis diplomat system or axis vMerchant web site that are not covered by a standard Software Support contract, since they are not support-related. The following additional services are available to axis diplomat customers as part of a Prepaid Axis Software Services Time-unit based pack (PassTime):
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Without a PassTime contract, provision of any of these services would require a purchase order to be raised and all of the associated paperwork - remittance advice, payment booking and allocation, etc. - associated with a financial transaction with a supplier. PassTime time-unit based packs provide an alternative method that is simple and easy to use and allows for smaller jobs to be handled without involving excessive paperwork. How Do Time Unit Based Services Work? By pre-purchasing a block of PassTime units you are able to utilise any of these services; the time taken on a particular task (rounded up to the next 15 minutes) is deducted from the pool and regular statements provided. Packs are available in 40 x 15 minute, 30 x 15 minutes and 20 x 15 minute unit sizes. |
PassTime packs provide a mechanism to allow customers to pre-purchase blocks of time that can be used for specific services which are not provided by a Support Contract.
PassTime is designed for the tasks listed above and is not intended for on-site work since, in most cases, the traveling time alone would consume all of the time units in a pack! You can use PassTime time units to book a remote training or consultation session.
When you have a requirement for one of these services, we will provide an estimate of the number of units we expect the task to take and will then proceed with email authorisation following that.
If, once started, it looks as if a job will take significantly more units than previously quoted then we will contact you again before proceeding.
Yes, with the exception of Software Modifications, you do have the tools to carry out these operations yourself but you may lack the time, skills or confidence to make best use of the facilities available.
Sometimes, it can be just quicker, easier and more cost effective to ask us to do something like redesigning your invoice layout on your behalf - because we do this all of the time.
Yes - if you also have a website that has been built by us, units can be used for small ad-hoc modifications to your site. This can include design and graphic-creation services. Some customers, for example, use PassTime units to ask us to design advertising banners for their website and marketing emails on a regular basis, or even to redress their site with a Christmas themed graphics each December.
Units do not expire provided that a valid axis diplomat Software Support contract is in place. When the balance of outstanding units drops below five units, our administration team will contact you to discuss a top-up pack. Unused PassTime units are not refundable.
PassTime packs are only available to customers with current Software Support Contracts in place.
When ordering a PassTime pack, please quote reference: PASSTIME40 (40 unit pack), PASSTIME30 (30 unit pack) or PASSTIME20 (20 unit pack).
You have a mailing list which you wish to import into your Sales Ledger as prospects. You know the software is capable of doing this but it is more than a year since you last did it and will be another year before you do it again.
You could order training on how to do it but you know that by the time you next need to do this, you will need training again!
The axisfirst Customer Service’s team can access your system remotely (subject to the appropriate facilities being available on your network) and run through the import.
[The size and complexity of the mailing list import together with the quality of the data format in which it has been provided will determine the time taken and therefore the number of time units consumed.]