Describe the hosting capability and cost.
Hosting costs are included in the annual fee. The application and databases are hosted at a secure, offsite hosting facility. The hosting provider is reviewed twice a year by a third party for business continuity and security. Documentation is available upon request.
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How often is access to the web site suspended?
We plan on taking the site down one evening per quarter to make system upgrades. We schedule these in the evening and post a notification on the site one to two weeks in advance.
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Please describe the customer support that is available and what are the hours?
Customer support is available between 8 and 5 PM Eastern time. We are also available outside those hours by appointment (with 24 hour prior notice). Support is included in the annual fee.
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How often are upgrades made to the software?
We anticipate updates once per quarter. Most changes are transparent to the user.
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What is the process to request a change or addition to the software and how often are requests considered for inclusion in the upgrade?
We maintain a list of projects to improve the site. If the matter is urgent, we have the flexibility to respond to client requests outside the planned cycle. Since the software is web-hosted, changes are reflected in the software immediately. Customers can call and request changes. Alternatively, customers can post a request to the FUNDRIVER online forum.
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Do you have a manual?
FUNDRIVER has an integrated guide in the system instead of a manual.
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Do you offer escrow services and what happens if you go out of business?
For an additional fee, you can be entitled to a copy of the source code plus installation instructions in the event that FUNDRIVER goes out of business. Escrow services are provided through Innovasafe, Inc.™.
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