 |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
       |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
|
|
|
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
    |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
. |
Sitelab Frequently Asked Questions
1. What is Sitelab?Sitelab refers to the ability to use the RESITE Performance Suite without having to install any of the server-side components. 2. What products from the RESITE Performance Suite are included in Sitelab?Sitelab includes access to all of the features of RESITE Recorder, RESITE Publisher, RESITE LCMS, and RESITE SP. 3. How does Sitelab work?Sitelab customers are able to download RESITE Recorder and install it onto all of their author’s desktops. Each author is provided with an account on a remote Publisher server. When authors run Recorder, they must login using this account to connect Recorder to a remote Publisher server hosted by Insite Objects. Once connected, your authors have access to all of the authoring and publishing capabilities found in RESITE Recorder, RESITE Publisher, RESITE Tracker, and RESITE SP. Sitelab lets you create and edit recordings, generate output documents, and manage publication of these outputs to your end-users. Sitelab also includes access to the RESITE LCMS for creating and delivering computer-based training courses. 4. How are my RESITE documents stored?With Sitelab, your RESITE documents are stored on the remote server that is being hosted by Insite Objects. When you save a document in Recorder, the document is updated on the server. When you open a previously saved document it is retrieved from our server. 5. How are my documents backed up?Full backups are run on these servers once per week incremental backups are run each day in between. We also provide you with direct access to all of your documents to allow you to maintain your own backup copy of your documents. We also offer to send you DVD-ROMs containing your documents on a monthly basis. 6. Who owns the documents and training courses that I create using Sitelab?You do. You retain full ownership of all the content that you create using Sitelab. Insite Objects will make all of your documents and outputs available for you to download at your request. If you decide to cancel your subscription to Sitelab, you lose access to the RESITE Performance suite, but you retain full ownership of any content you have created. 7. Where are my documents published?When Publisher runs, it converts your documents to html and generates a web site containing a table of contents as well as individual links to all of your published content. 8. Is this web site shared with other companies?No. Each Sitelab customer receives a custom web site located at a unique address. 9. Can I publish documents that were created using other tools?Yes. Using the RESITE Recorder interface, Sitelab allows you to import pre-existing content into your Publisher site. These files are uploaded to Publisher and will be published to your documentation web site along with your RESITE documents. Publisher can recognize and convert more than 250 different types of documents. 10. Can I publish links to documents that are hosted on other web sites or in other locations?Yes. You may publish documents by reference so that they appear in the unified table of contents on your published web site. Clicking on these links will take users to the content wherever it is being hosted (ie. internal or external). The links can be any UNC path. 11. How do end-users access this published content?RESITE Publisher automatically generates a web-based employee performance support system (EPSS). This is a fully-featured EPSS that includes automatically updated table of contents, index, and full text search capabilities. It also supports context-sensitive linking by Transaction Code directly in SAP and by application screen for all software applications. This web site can be accessed over the internet by your end-users. 12. Who can access this web-based content?All accesses to Sitelab are password protected. Your site administrators and your authors will all be granted individual user accounts that they must use when accessing Sitelab. For end-user access, Sitelab supports either shared or individual user accounts. In the shared user account scenario, all end-users will use the same generic user account to access content on the published web site. In the individual user account scenario, each end-user will be granted a unique user account that they will use to access the web site. The web site’s login screen allows users to select the option to “remain logged in on this system” so in either scenario, an end-user will only have to login the first time they access the content or whenever a password change is required. 13. How do I pay for Sitelab?With Sitelab you pay a monthly fee for access to the authoring and publishing tools included in the RESITE Performance Suite. The size of your monthly fee is based on your actual usage. Because Sitelab follows the software-as-a-service (SAAS) model, customers can avoid paying the large, up-front license fees that are normally associated with purchasing enterprise-class software. 14. Do you offer standard service plans or is each service plan customized?Insite Objects offers several standard service plans that are designed to fit different types of customers based on the quantity of content they will be creating and the number of end-users that will be accessing this content. These plans offer discounted monthly rates in return for signing up for a 12-month service agreement. Insite Objects is also willing to work with individual customers to design a custom service plan based on their needs. 15. What happens if my usage exceeds the limits in my current service plan?Each of the standard service plans includes a base amount of usage. Each plan also describes what the charges will be if your usage exceeds what is included in your service plan. Sitelab service plans are similar to the service plans offered for cell phones. 16. Can I move to a higher service plan if my actual usage exceeds my current service plan?If your monthly usage is exceeding the limits in your current service plan, you may contact Insite Objects at any time to move up to the new plan. 17. Can I move to a lower service plan if my actual usage is lower than my current servce plan?Yes. If your monthly usage is lower than the limits in your current service plan, and there is a lower service plan available that is a better fit, you may contact Insite Objects to switch plans. You may be required to agree to a new 12-month service agreement starting at the time of the change. 18. Can my monthly cost be fixed or capped?Yes. Insite Objects will work with individual customers to arrange for a fixed cost or capped service plan. 19. Are there any other charges or fees?No. Once the services agreement is signed, you can download Resite-Recorder and Resite-SP to be used for all of your authors and users at no charge. We will provide you with all of the necessary information for you to connect to your Sitelab server to access the features of RESITE Publisher, RESITE Tracker and Resite LCMS. Insite Objects does offer additional services, such as web site customization, training lesson and CBT (computer based training) creation, authoring and instruction design services, but these are negotiated on a time and materials or deliverables basis. These services are NOT required for use of Sitelab. 20. What types of usage are tracked by Sitelab?Sitelab tracks the number of documents and training courses that you create and manage. Sitelab also tracks the total amount of disk storage used by all of your documents, training courses, and published outputs. Sitelab also tracks the network bandwidth that is used when you open, save or import source documents, and when you or your end-users access the Sitelab web site to administer your site or access published content. 21. Can I monitor my usage?Sitelab provides a web-interface that allows administrators to login at any time to view their usage. You will see information about the number of documents, the total disk storage, and total network bandwidth used. Note: Spammers and viruses are a threat to any application, hosted or internal network. Insite will work with customers to provide the best protection available. Our intent is for our customers to pay for what they use, not for the actions of criminals. 22. How do I get access to technical support?Phone, Email and Web help desk is included as part of the services agreement. There is no charge per case. Insite Objects has earned a reputation for excellent technical support from our hundreds of licensed customers and is offering the same high standards for Sitelab’s customers. 23. How can my authors receive training on the RESITE authoring tools?Each of the service plans include a base amount of training. You may also purchase additional training from Insite Objects. We offer online training over the internet as well as onsite instruction. Contact us to find out more about what is included in your service plan or to purchase additional training. 24. What level of availability does Insite Objects guarantee?Insite offers a SLA (Service Level Agreement), which includes:
The data center where Sitelab is hosted is equipped with:
25. What happens if Availability levels are not met?If your Sitelab availability falls below 99%, we will issue availability credits against your invoice. 26. Is VPN-access required for my authors or end-users to access Sitelab?No. 27. Are there specific ports that must be opened in my firewall for my authors and end-users to access and use Sitelab?Your authors and end-users must have normal browser access to external web sites. If you can access our home page, http://www.insiteobjects.com, you can use Sitelab. 28. Does Sitelab require any browser plug-ins or ActiveX controls?Yes. When end-users access certain types of help content, there are ActiveX controls that must be downloaded and installed. These components can be deployed separately using MSI. 29. If I subscribe to Sitelab, can I switch to the traditional licensed software model at a later date?Yes. Insite will quote the price of converting to the traditional model, with partial credit for service fee’s paid as a Sitelab customer. 30. I am a licensed RESITE or RESITE Enterprise customer. Can I switch to this new model?Yes. Insite Objects will work with our existing customers to provide a cost-effective migration path. 31. Can I purchase and use Recorder separately? Yes. RESITE Recorder and RESITE Recorder Express are both available for purchase as stand-alone products.
|
||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
Copyright 2008 Insite Objects, Inc. + Insite Objects, Ltd. |
|||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||||
