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Relax, you are covered.
Our sales are driven by our product and company reputation, so we have to be confident of success before we make a commitment to you. When we do make that commitment, we back it up - the entire EnterpriseWizard solution - software, services and (optional) hardware comes with an unconditional guarantee of total success. We are able to make such a guarantee because our on-time, on-budget success rate is over 99% and it is simple:
If you are not absolutely delighted with the results or want to cancel for any reason within 90 days of purchase, you get a full cash refund. It is that simple.
Other companies make "guarantees" but take them back in the small-print. Our's are unconditional. Let's look at some examples:
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| Q |
Every company is different, how can you be so confident that you will succeed in our environment?
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| A |
We have over 7 years of experience providing
web based solutions, a 99.4% success rate and an award winning product
with an adaptive data model that fits to the specific needs of each customer.
By making this this guarantee, we are also tying our self
interest to yours - so we ask about your needs up front and if EnterpriseWizard is not the right solution for your company, we will tell so and where
possible, refer you to someone who can help.
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| Q |
Does the guarantee only apply to a purchase or does it also apply to leases and your hosted service?
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| A |
It applies to purchases, leases and our hosted service.
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| Q |
Suppose the software works perfectly but we get merged with another division and have to adopt their systems?
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| A |
You get a full cash refund.
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| Q |
What if the software works perfectly but our CEO decides that Post-it notes are the wave of the future and cancels the purchase?
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| A |
You get a full cash refund.
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| Q |
How about implementation services? I notice you offer a guaranteed 2 week implementation package to customize the
system for full production use.
If we are not happy, do we get a refund the cost of implementation services?
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Yes. The guarantee includes all services covered under the 2 week implementation package.
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| Q |
Is there anything that is not covered?
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| A |
Everything that is part of the standard package is included.
We also offer consulting services in areas not directly related to EnterpriseWizard, such as cleaning up old data and these are not included in the guarantee, but any
such exceptions are clearly spelled out in the price quote.
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Hardware Guarantee
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| Q |
Do we have to buy your hardware to get the 90 day satisfaction guarantee or can we use our own?
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Yes, you can use your own hardware. We will be happy to recommend a suitable hardware configuration from the vendor of your choice.
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| Q |
If we buy your turnkey system, is that guaranteed as well?
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| A |
Yes. If you are not delighted, we refund the full cost of the system and you return the hardware.
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| Q |
Suppose a hard drive dies after the 90 days have expired? Does your maintenance contract include hardware?
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Yes. All of our turnkey servers are configured with RAID 10 with a hotswap spare drive so the system will keep running even if a drive fails. We will then send you a replacement drive by overnight express.
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| Q |
Suppose the power supply fails?
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| A |
We offer turnkey servers configured with hotswap redundant power supplies so the system will keep running while we ship you a replacement power supply by overnight express.
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| Q |
Suppose a meteor smashes the server into a thousand pieces?
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| A |
We ship a replacement server by overnight express.
We offer an option of hotswap redundant servers and even if you do
not take this option, our installation package includes configuring
the primary server to perform automatic backups on one of your servers
or one of our hosted servers.
So your data is safe and EnterpriseWizard can be up and running until the new server arrives.
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| Q |
Suppose a meteor smashes the server into a thousand pieces, we did not choose the redundant server option and we do not have a spare server that we can deploy?
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| A |
We will host your knowledgebase on one of our servers at no
charge while we ship a replacement server by overnight express.
We
make it easy for you to keep backups of your knowledgebase by
exporting it automatically to a single .zip file at specified
intervals but it is your responsibility to keep this file at some safe
location, typically on a separate server or backup system.
Note: If you did not purchase the server from us and your server suffers a hardware failure while you have an active software maintenance contract with us, we will host your knowledgebase for free on on our servers for up to two weeks per year while you are getting your server repaired.
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Performance Guarantee
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| Q |
How are your turnkey systems configured?
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The base enterprise systems are configured to support hundreds of concurrent users and have the configuration shown below.
- Dual quad-core Intel processors
- Redundant power supplies
- 16G RAM
- Four 500G SATA II hard drives in RAID configuration
We supply turnkey servers through our hardware partner, ASA Computers that provide superb performance, and are delivered, pre-configured for your network, with EnterpriseWizard already installed. Click here to configure a server that can handle over 30,000 tickets per hour.
Hotswap Redundant Servers
For high-availability, we will configure pairs of servers for full hot-swap redundancy at no additional charge (available on Linux only).
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| Q |
Suppose that system usage grows to the point where the server cannot handle the load?
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| A |
Even our entry level servers are so overpowered that you can triple the number of users before noticing a significant performance impact and as you increase the number of users, we provide more powerful turnkey servers.
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| Q |
Suppose our usage patterns change so that server cannot handle the load with the same number of users?
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| A |
If the average CPU utilization exceeds 25% during your regular office hours, we will upgrade your base server to one with at least 50% greater processing power and/or memory (depending upon where the bottleneck is) at no additional charge.
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| Q |
How can we be confident of performance if we use our own hardware supplier, rather than buying one of your servers?
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| A |
Although we only guarantee performance if you use one of our servers, you can still be confident when using your own hardware:Your company has 90 days to put it through its paces in a production environment under our unconditional guarantee.
We provide benchmark scripts that help you compare your server's performance with the results from our standard servers.
EnterpriseWizard has enjoyed several years of performance tuning and is a highly efficient application.
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