FAQ
| Q: | Does bigWebDesk offer an educational discount? |
| A: | Yes. bigWebDesk is available to not-for-profit organizations at discount rates up to 20%. Please refer to our pricing page for more details. |
| Q: | Can users be imported from an existing database? |
| A: | Yes. You can have the information for your users entered by sending us the information in an Excel spreadsheet, and we will upload it for you. There is no additional charge for this service. |
| Q: | Can your product be personalized to fit the needs of a non-IT helpdesk? Thank you! |
| A: | bigWebDesk is designed to handle requests for any type of helpdesk. Most of the information fields are user-definable making it simple to address specific needs for individual clients. |
| Q: | Can internal client information from Outlook be pushed through to your application? |
| A: | Yes. We have a standardized form where we can import your data for free. If there is a need for customized importing, there will be a minimal charge. This is usually not necessary. |
| Q: | How can I be sure that my customer list is protected and secure ? |
| A: | bigWebDesk is hosted at the MCI/UUNET facility in Atlanta, GA. This location provides industry-leading security from all potential threats to your data. bigWebApps, Inc. will never use your customer data for any purpose. This is stated in the bigWebDesk contract. |
| Q: | We are a large organization—over 100 locations—what is the maximum number of sites supported? |
| A: | There is no limit on the amount of locations that can used in the bigWebDesk system. bigWebDesk can support any organization from a single site to a large corporation. The pricing schedule for bigWebDesk is based on the amount of user license in the system. The system administrator for your account has the ability to add as many locations as necessary. |
| Q: | Are hosting fees included in the base price? |
| A: | Yes. The base price includes hosting fees as well as all maintenance fees, full support, and upgrades to bigWebDesk. |
| Q: | How many users are included in the base price? |
| A: | 50 user license are included in the base price. These license can be used for end users, technicians, and system administrators. You have full control as to how these license are used. |
| Q: | How long is my subscription? |
| A: | The base price is for a one-year contract of bigWebDesk. If you would like a longer-term deal, please contact one of our account managers. |
| Q: | Can I install bigWebDesk on my servers? |
| A: | No. bigWebDesk is based on an ASP model. The application is hosted by Micajah Corporation and is included in the annual licensing fee. |
| Q: | What is the maximum number of service requests that can be handled in a year? |
| A: | bigWebDesk has been designed to be scalable to any size. There is no limit as to how many service requests can be entered over the course of a year. With pricing being based on the amount of user license, the amount of tickets is unlimited. |
| Q: | Do you have any plans of offering the software so clients can host on their own server? I'm not sure I like the idea of having the data being so remote. |
| A: | bigWebDesk is currently unavailable for network installation. The software is only offered as a leasable service. The main reason is an effort to keep our support and maintenance costs low. We make upgrades and fixes every day, so the cost of keeping remotely installed versions in sync would be expensive. Currently in evaluation is a managed box that will be placed on-site. bigWebApps would still retain all control over the box, but it would be located locally at your site. The managed box price will be considerably higher than our lease plan. Our data backup protocol backs up all client's information every twelve hours at an off site storage facility. All entered data is considered property of the client. You can download all of your ticket data via XML to your desktop, this can be usefull for more complex reports. |
| Q: | Can I manipulate the graphics on bigWebDesk so that my company name and logo are shown? |
| A: | Yes. It is a very easy process for you to tailor the look of bigWebDesk for your organization. You can simply upload your organization's logo in any of the major graphic formats (i.e. JPEG, .gif, .tif). |
| Q: | Can you download data from bigWebDesk to an Excel Sheet? |
| A: | Yes. All data can be downloaded and sent in an Excel spreadsheet upon request. This service is included once you begin using bigWebDesk. Also within the application there is an export feature that allows you to export ticket and asset data into any product that supports XML. |
| Q: | What are the browser requirements (platform, version, application) for clients wishing to submit a service request? |
| A: | bigWebDesk is O/S independent (Macs and PCs) and supports browsers 5.0 and higher for both Internet Explorer, Netscape Navigator, and the downloaded version of Firefox. |
| Q: | How can I register as a new user? |
| A: | For security reasons, we ask that you contact an account manager for a login to the system. You can contact one toll-free at 866.996.1200 |
| Q: | Does bigWebDesk support Linux? |
| A: | Being a fully web-based application, bigWebDesk can be run on any platform. |
| Q: | Are you completely web-based (100%)? |
| A: | Yes. bigWebDesk is a fully web-based application that is hosted, maintained, and upgraded by our in-house developers. This lessens the load required from your team providing them more time to support issues throughout your organization. |