On this page (8)
- What the licence covers
- Updates with a one-off licence and with a subscription
- Technical support and response times
- What happens when a subscription or support ends
- Leaving the service: how to get your data back
- What we don’t promise in our quotes
- Frequently asked questions about the licence and support
- Related
What the licence covers
A TraxSystem licence is a list of capabilities, that is, areas of the system you can use. You buy the scope that applies to you and add further areas later. The way you pay and the place where the server is located don’t change the scope of features.
There is no limit on the number of accounts. The limit applies to seats in use at the same time, meaning sessions, not people in the records, so every employee can have their own account with their own trail in the audit log.
Extending the scope requires a new licence to be generated; a new area is not switched on with a setting in the configuration at your end. On our side it is one administrative step, but it needs to be planned, and you shouldn’t assume the module will go live the same day.
Updates with a one-off licence and with a subscription
With a subscription, updates and support are included for its entire term.
With a one-off licence, updates and support are included for two years from implementation. After that they are available as a paid annual service. If you decide not to take it, the system keeps working in the version you have, because the licence is perpetual and does not expire with support.
The version number and release identifier are visible in the application interface. When you report an issue, our support team knows exactly what is deployed and can reproduce the problem without first establishing which version you are running.
We write the change history for the people who use the system, so after an update you can read in it what has changed and pass that on to your staff.
Technical support and response times
The scope of technical support and the response times are agreed in the contract. A site with one gate and a site running three shifts have different needs, and there is no reason for them to pay for the same thing.
The first line of support is usually the manual built into the application. It covers every screen and every window, has screenshots and is updated together with the system, so an operator can find the answer in it without phoning support.
Device monitoring reports a lost connection to a camera, a reader or a weighbridge before staff notice it, and some support cases start with an alert, with no phone call from a user.
What happens when a subscription or support ends
When you stop paying for a subscription, the system stops working. A subscription is a fee for the right to use the system, so the same rule applies as with other subscription services.
With a one-off licence the system keeps working. Only support and access to new versions end, and only if you don’t renew the support service.
You can switch between a subscription and a one-off licence in either direction, with the price agreed individually.
Leaving the service: how to get your data back
With a deployment on your server there is nothing to get back, because the database is in your server room and your IT department makes backups according to its own procedure.
With a deployment in our cloud, when you leave the service we hand over a copy of your instance’s entire database, not an export of selected tables to a spreadsheet.
Day-to-day export works separately: reports and registers can be exported to XLSX and PDF at any time, within the user’s visibility scope.
What we don’t promise in our quotes
We don’t quote a switchover time for two-server operation. The mechanism is implemented and is configured from within the application, but we have not measured the switchover time in a physical environment, so we don’t put it in a quote. For critical deployments, the scope and the acceptance tests are agreed individually, and the mechanism itself is described on the architecture page.
Two-server operation is not a backup or a disaster recovery plan. It protects against a server failure, but not against data loss or the destruction of the location.
We don’t guarantee delivery of SMS messages and emails, because delivery depends on the operators. The system records that a message was sent, but it does not confirm that it was received.
We don’t have TISAX or ISO certification yet. We are in the process of implementing both and won’t give a date until it is certain.
Frequently asked questions about the licence and support
Do updates require downtime?
Only on the server. A server update needs a short maintenance window, and nothing needs to be done at the workstations, because the application runs in a browser and there is nothing to install.
Can we stay on an older version?
With a one-off licence, yes. With a subscription we keep you on the current version, because that is the one covered by support.
What if we need a feature that doesn’t exist?
First we check whether a setting will do, because configuration covers some of these needs. If development is needed, we give you the terms and a date, or tell you that we won’t do it. We don’t promise availability dates for things that don’t exist yet.
Who is responsible for personal data?
You are always the data controller. With a deployment in our cloud, EROW is the data processor and we sign a data processing agreement; with the server at your site, there is no data processor. The details are on the data security page.
Related
PricingHow implementation worksArchitectureData security
Further reading: Perpetual licence or subscription · Access control system contracts: what to watch for · Choosing a dock scheduling system: questions for the vendor