How is the software licensed?

The full Windows client is licensed concurrently. The new Web client (released in April 2002) is licensed on a named user basis. However, analysts with a full client may opt to use the Web client even if they do not have a named licence. In this case the Web client will use one of the available concurrent licenses.

How much does the software cost?

Entry-level prices start from approximately RM 24,000 (£4,000).

Which Databases can be used with Support-Works Helpdesk Professional?

Support-Works is supplied with an ODBC compliant SQL database. However, any ODBC 3.x-compatible database may be used e.g.

Oracle 8i
MS SQL 6.5, 7.0, 2000
MySQL
Sybase

Is the System Customisable?

Yes Support-Works has a fully configurable interface and database schema allowing all elements of the application to be customised by the user.

What e-mail functionality does Support-Works have?

Support-Works has an entirely self-contained e-mail system with a Microsoft Exchange look and feel. Support-Works integrates with any MAPI, VIM, SMTP/POP3 or IMAP4 mail system, so most common systems are covered. Multiple mailbox support is provided, allowing separate mail queues to be configured for different support functions. Configurable e-mail templates allow the analyst to update the customer at the click of a button during every stage of the life cycle of the incident. File attachments are fully supported. The customer may use the incident status mailback facilities by sending an e-mail to the helpdesk. The helpdesk server will then mail the customer back with details of all outstanding incidents.

Is the product Web enabled?

The product is fully Web enabled. The Web SelfService module allows your customers access to the helpdesk via the Intranet/Internet. If permissions have been assigned, the customer may view, update and log calls via the Web. The new Support-Works Web client (released in July 2002) provides the analyst with an interface that is almost the same as the full Windows client, so there is no additional training required. All aspects of call handling are available in the Web client.

How long is the implementation process?

This largely depends on the customer's requirements and once Hornbill has assessed these an accurate quotation is provided. Support-Works is supplied as an internal IT helpdesk out-of-the-box and can be installed in as little as one or two days with a standard configuration.

Is training required?

Support-Works is highly featured and Hornbill recommends that an overview of the product is necessary to obtain maximum benefit. However, the familiar Microsoft Office look and feel means that the product is very easy to use and the training required is minimal.

What is covered by maintenance?

Support and maintenance entitles you to product support by telephone, fax, e-mail and via the Customer Only Area of the Support-Works website, during normal business hours. In addition, all maintained customers are entitled to maintenance updates and new versions of the software free of charge as and when Hornbill makes these available.

What customers are using Support-Works Products?

In the customers section at Hornbill's website you will find examples of some of our customers.

Does the product come with a Knowledge Base?

Yes a Knowledge Base is included. The Knowledge Base supports submission of resolved incidents and allows other documentation, such as system manuals to be included. Natural language queries are supported and both analysts and customers alike can search the Knowledge Base.7

Is the product easy to use?

Support-Works has a Microsoft Office look and feel that promotes instant familiarity. The interface can be customised according to the user's preference and incorporates rapid logging capabilities with drop down menus, Autofill fields and drag and drop, ensuring that the product is very easy to operate.

Are Reports supplied with the product?

Support-Works is supplied with over 100 standard reports. Using the Support-Works report editor existing reports can be modified, or ad-hoc reports created as required.

Can Support-Works integrate with other products?

Yes. An example of this would be the company's HR/Personnel system adding a new member of staff and the helpdesk is updated by the company's HR software. The type and level of integration depends on the company's requirements and can be as simple as synchronization of two SQL databases, or as detailed as providing live updates between systems as they occur. Support-Works is supplied with an ODBC compliant SQL database and can read from and write to other SQL databases. There are several ways of achieving such integration and this would normally be discussed with our consultants during assessment of your requirements.

What is NPA?

Non-Polling Architecture (NPA) is a true three-tiered client/server architecture that delivers outstanding performance and many benefits over conventional client/server architecture.

What is the Support-Works server?

The Support-Works server is made up of a number of software components that control almost every aspect of the application. The server is entirely self-contained and is even supplied with a fully ODBC compliant SQL database, so there are no additional license costs. The other components include; a mail service, scheduler service, log service, server service, web server, inventory server, index server. No other components are required on the server to operate the software.

Can I buy the system without the Support-Works server?

No. The Support-Works server controls all client access and a single server is required on all installations. If some of your analysts are at remote locations, they can still access the server using the LAN/WAN, VPN or even dialup connections. NPA is so efficient, that the full Windows client can be used in its' entirety over dialup connections at speeds as low as 9600 baud.

What is the Web SelfService Module?

The Web SelfService Module allows your customers to log into Support-Works to check the status of their incidents, update incidents and log new incidents via the Intranet/Internet. On internal IT helpdesks, the customer's login can be authenticated via the NT domain. Rights to view update and log incidents are permissions controlled. The user may also search the Knowledge Base prior to logging an incident. The Web SelfService Module can significantly reduce the load on support staff.

What backup processes are required?

No specific software is supplied for backup, as the customer may use their existing backup application. The backup process is very simple and can be scheduled as part of the company's standard backup procedure.