SpringBoard FAQ’s

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1. What is the SpringBoard^™ Control Console?

SpringBoard Control Console, formerly called CAM Console, is LoadSpring’s easy to use customer Web portal. SpringBoard allows for the execution of all of LoadSpring proprietary functionality including: security, controlled access, implementation, product configuration, communication, and service and support functionality.

2. What standard applications can I host?

LoadSpring specializes in hosting applications for Project Managers. You can view our entire list of hosted applications by clicking here.

3. How quickly can I start using my hosted applications?

Typically LoadSpring will have you up and running within 5 business days of executing your contract. Exact timing can be shorter or longer depending upon your requirements.

4. How is access deployed to my users?

For most applications, you simply need to go to www.myloadspring.com, and the system will walk you through any client downloads or Active-X components that need to be installed.

5. How many users can access your system from my company?

LoadSpring’s systems are designed for immediate scalability with no limitations on the number of users you can have.

6. What is your standard SLA Guarantee?

All contracts start with an SLA Guarantee of at least 99.9% uptime. We can accommodate up to 4 nines of uptime depending upon your needs.

7. How is your hosting system priced?

Typical contracts are priced on a per-user monthly basis with quarterly payments. We have the flexibility to deliver your products with contract terms that will meet your needs.

8. Where are your data centers?

We currently have two live data centers, one in Boston, MA and one in Marlboro, MA. We are opening a third facility in San Diego, CA in Q3-08.

9. What type of security does your data centers use?

All of our facilities are Class-A data centers that adhere to strict ISO and SOX Security standards. You can learn more about our security by clicking here.

10. Does this system require training, and how do I get training?

For the typical user of our system no training is required, simply navigate to www.myloadspring.com, login and start using your applications. We do require a one hour training course for all System Managers who will be responsible for reviewing support cases and modifying user access as necessary.

11. What level of security can I expect from your system?

LoadSpring has followed a strict set of security standards based upon the ISO-17799 set of best practices since our inception. We also subscribe to a variety of other security sources such as the NSA, Microsoft, NEISUG, and Bugtraq to name a few. You can learn more about our security by clicking here.

12. What type of password security protocols do you enforce?

By default, we enforce a complex password standard that requires each users’ password to be at least 8 characters in length, include at least one number, and one symbol. In addition, by default, all user passwords will expire after 45 days and require a new password, and that user cannot use the same password until at least 5 new passwords have been used. We can also customize these requirements to fit your companies’ security policy if necessary.

13. What is the standard length of your contracts?

Typically we require customers to sign a one year contract that does include the ability to end the contract early. Since we offer pricing incentives for longer contracts, most customers chose to sign-on for 2 years or more to take advantage of better and more consistent pricing.

14. How can I get more information about your existing customers?

LoadSpring works with hundreds of customers and we have created one page overviews that we call Customer Success Stories for many of them. Under some circumstances due to security concerns, we cannot advertise all of the customers we work with, but you can view success stories from many of them by clicking here. If there is a particular industry you don’t see, chances are we have a customer in that area, so do not hesitate to contact us, click here, for more details.

15. What type of software do I have to have installed locally to access your system?

All you need is Internet Explorer and access to the Internet, we take care of the rest. Certain applications require small client components to be installed on your computer, our system will automatically detect if you have the required software and if not, step you through the installation of the necessary files, which will only take a minute.

16. Do you have the ability to reroute access if there is problem on the Internet?

Sometimes the Internet goes down in certain areas of the country, or even the world. LoadSpring offers a service through Akamai that can reroute your connection in the event that part of the Internet goes down. Contact our support department to learn more about these features.

17. How much storage space do I get to start with?

LoadSpring delivers 1 GB of storage standard with all contracts. (Some dedicated applications require more storage and will be included by default)

18. Can I have an internally developed application hosted with LoadSpring?

LoadSpring hosts dozens of custom applications that were developed by our customers for their own internal use. Once we qualify your application for performance and security, we will develop a standard per using pricing model and begin hosting your application immediately.

19. How do I get support?

All users can access support directly using the SpringBoard™ Control Console by selecting the Support tab and entering basic information about your issue or contacting our live support via phone at 877-LOADSPRING. Once you submit the information, you are given a case number and a live support engineer will contact you in a timeframe that depends upon the priority you selected. You can learn more about our support by clicking here.

20. How do I add new users to the system?

Each company is assigned two local System Managers, who are typically the project leaders. These users have additional functionality within the SpringBoard™ Control Console that enables them to Add, Delete, Modify and change application assignments for all users.

21. How do I add new applications to my application list?

Contact your local LoadSpring Sales Representative and they will process the appropriate contract amendment to add the application to your companies list of hosted applications. Your System Manager can then assign the application to one, or all of your users with the click of the mouse.

22. What is a system manager?

A system manager is a user assigned by your company to manage the users and support cases within the LoadSpring system. This user will have an additional tab in the SpringBoard™ Control Console called System Administration which enables many of these advanced features.

23. If I am a system manager, how do I change the password of one of my users?

Log into the System Administration system, select Modify User, then select the Password item to enter a new password.

24. Where is my data stored?

During the week, your data is stored in one of two of our data centers on the servers themselves. After a week, all systems are backed up to tape, and the data moved to a secure and fire-safe offsite location for one year.

25. Can any other company see my data?

No, all of your information is either on dedicated systems or stored in dedicated databases that are locked for your users only. In the event that you want to share information with other business partners who are using our system, we can setup shared sites for the exchange of project information.

26. What type of firewalls do you use?

For your security, we cannot tell you the exact types of systems we use for firewalls. Nevertheless, there are typically two sets of enterprise class firewall systems at each data center facility that have been audited and approved by some of the largest organizations in the United States. If you require more details on our systems, we can provide them under our non-disclosure agreement.

27. What type of server equipment do you use?

For your security, we cannot tell you the exact types of server equipment we use for our hosting services. Nevertheless, our systems are all enterprise class servers used by many of the leading organizations in the United States, including many fortune 100 customers. If you require more details on our systems, we can provide them under our non-disclosure agreement.

28. Does the location of my users affect application performance?

For most applications, no, it does not matter where geographically your users access the Internet. For certain applications that are delivered through Citrix, you may detect slight performance changes as you move further away from the application servers. LoadSpring offers performance enhancing services on the Internet through Akamai with will reduce, and in many cases eliminate, these changes.

29. How do I get files from my local machine up to the SpringBoard™ for my own private use?

All users receive a LoadSpring application called the FileManager, that is exactly like the file explorer on your local computer that you are already used to. Each user is assigned a Private drive letter that shows up in the FileManager and the user can simply drag and drop the file from a location on his/her local computer to that private drive. Only this user will have access to this drive.

30. How do I get files from my local machine up to the SpringBoard for shared use by other users in my company?

All users receive a LoadSpring application called the FileManager, that is exactly like the file explorer on your local computer that you are already used to. Each user is assigned a Public drive letter that is shared by all users in his/her company. The users can simply drag and drop a file from a location on his/her local computer to that Public drive. Now, all users for that company will have access to this file.

31. How often do I need to change my password?

Our standard security settings require users to change their passwords every 45 days. This setting can be customized to meet the security needs of your own organization.

32. What happens if I cannot access the Internet?

If you cannot access the Internet, you should contact your local IT support team to first ensure there are no issues with your companies access. If your company can access the Internet, you should contact LoadSpring support who can determine where the connection issue is arising from.

33. Do you offer financial incentives for increase number of users?

Our pricing model was developed to reward you for adding more users. As you increase your user count on our system, your price-per-user decreases accordingly.

34. Do you have any setup fees associated with your service?

Unlike many other hosting companies, our standard contracts do not include any setup fees.

35. How can I get upgrades for my hosted applications?

LoadSpring coordinates all upgrades for your hosted applications. If the upgrade is a simple patch, the upgrade will be seamless for your users. For larger upgrades, like version releases, we will first qualify the new version with your specific data, and give you short-term access to the new version with your data. Once you are comfortable with the performance of the new version, we will coordinate a final data migration date with you, and then ensure all users now have the new version the next time they log in. (Most upgrades do require a one-time conversion charge, please contact your local LoadSpring Sales Representative for details)

36. Is it possible to segregate which applications each user has access to in my company?

Yes, with the SpringBoard™ Control Console, your System Manager can easily assign your hosted applications to a subset or all of your users depending upon your needs.

37. Does LoadSpring have scheduled maintenance outages?

Because of redundant systems, it is rare that your hosting systems will ever go down, even for routine maintenance. In the event that we do need to schedule a temporary shut-down, we will coordinate with your System Managers and perform the maintenance after hours when system usage is typically at its lowest.

38. What is the average cost-per-user for your service?

The actual cost-per-user for our hosting services depends greatly upon the application you are hosting, the volume of users implemented and the length of the contract you sign with us. We offer competitive volume pricing incentives as well as a compelling Return On Investment (ROI) when compared to hosting internally or using a generic hosting company.

39. Does the price from LoadSpring include the cost of the software license?

With the exception of Microsoft products, LoadSpring’s hosting price does not include the software license. Those licenses must be procured separately then installed into your software access system.