Questions answered about licensing, installation, configuration and support.
Frequently asked questions
pricing and license
What is our pricing model
We offer software on an annual subscription basis with support included.
DO WE charge per user
Yes, our pricing model is based on the number of users that access the Compliance Hub. At each renewal term our invoice will show the users you are licensed for and you will be asked to confirm that this is still correct.
DO WE CHARGE FOR INSTALLATION
There is a standard installation charge for each module but if you install more than one module at the same time then we only charge once. This doesn't apply to the Client Due Diligence and Financial Promotions modules which have separate installation fees. Standard installation includes: deployment of the module template, basic workflow and process configuration and remote training of the power users.
HOW LONG IS THE LICENSE
There is a minimum term of 1 year and after that annual renewals. You can terminate the licence prior to each renewal term.
WHAT HAPPENS AT TERMINATION
If you terminate your use of the software then you are required to place the affected sites into "read only mode" by adjusting the site permissions. This way you still have access to your data for historical or regulatory purposes.
WILL THE SOLUTIONS BE A PERFECT MATCH FOR OUR REQUIREMENTS
No software is a perfect match, however our products are designed to work out-of-the-box and are built around our industry knowledge. These are solution templates and therefore once installed can be configured and enhanced to suit your requirements. In addition, the solutions utilise business data which can be changed and updated by you.
What is included in standard installation
Standard installation includes: deployment of the module template by our engineers, workflow and process configuration, permission model set-up and remote training of the power users.
can you provide additional help with installation
We can help you get the best out of the Compliance Hub through our consultancy team. The services we can provide include: uploading historical business data, workflow extensions / additions, changes to list and library structures, Power BI reports.
can we make changes ourselves
Once installed, you can make changes to the Compliance Hub yourself.
how do the changes and customisations affect the support we receive
Any changes and customisations we make on your behalf can be covered by the annual support; there may be additional support charges if the customsations are large or complex. Customisations you make are not covered under the support arrangement and where we identify that a support call is due to a customisation made by you, then we have the right to charge for our time.
what technical skills do we need
Unless you intend to make changes or customisations yourself then you do not need any specific technical skills. It is normally advisable that someone is appointed day to day administrator to handle events such as: joiners and leavers who need to be added to or removed from permission groups; or changes to the business configuration data.
which office 365 plan do we need
We do not specify or restrict our solutions to any specific plan.
how difficult it is for my staff to use
As far as possible we use the standard Microsoft Office 365 interface supplemented with our own pages and dashboards. Therefore the look and feel and general navigation should be familiar. Our aim is to make user adoption as quick and simple as possible. However, as with anything new, it does require you to become familiar with each product and therefore we offer to run remote webinar "boot camps" or can provide additional training if you need it.
what support do we get
We provide email and web based support to help you with any usability or functional questions that you may have. Where we need to apply a change to your installation, maybe due to underlying Office 365 changes, then we will make the fix available to you as part of your support service. However, we have the right to charge for the actual installation of the fix, especially where the change is impacted by local customisations you have made or you restrict our access to your environment.
Are we entitled to SOLUTION updates
We will make you aware of functional enhancements we have made and it is your sole decision as to whether you want to take these. We reserve the right to charge for the new features, ongoing support and the installation. All of this will be made clear to you as part of our communication.