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Frequently Asked Questions (FAQs)

If you are thinking about investing in a business solution like TEAMS, you may have a lot of questions that you would like answered. Questions such as how we do our daily backups, how do we provide support, do we have fixed contracts and many many more.

 

We have tried to answer some of the more commonly asked questions here. If you find we have missed an important question that should be there, please feel free to contact us. Your input is definitely welcome and we look forward to continuing to add to this section and making it a comprehensive resource.

 

 

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What are Software Dreams backup procedures?

Software Dreams currently runs two backup procedures on each client database – a daily backup and a weekly backup.

The daily backup occurs between 06:00 and 08:00 in the morning. The backups start automatically taking a backup onto a data disk. Old daily backups which are older than 2 days are removed. At the end of the day the backups are written onto a tape drive by our Internet Service Provider.
 
The weekly backup procedure is done every Saturday between 06:00 and 08:00 AM. Backups that are older than 2 weeks are deleted and replaced with the new backup information.

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How do I receive a copy of my backed up data?

Upon request Software Dreams can provide clients with a copy of their backed up database in zipped SQL files on CD or DVD (as requested) and mail them out to the clients specified address for them to keep as an onsite backup copy.

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Can we export or read the data from the backup?

As long as the client has Microsoft SQL Server on their machine and have the CD/DVD of their backed up data they have the ability to export data. They may require assistance from suitable personnel with SQL experience to be able to restore and export or work with the data.

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But my data is not on my servers?! How secure is my data?

There are two issues here. One is of data being hosted at our servers. That is protected by the fact that we allow you to backup your data from our servers at a regular basis so that you can physically have a copy of your own data.

 

Second issue is that of security and how securely the data is hosted. Software Dreams hosts its web servers with Gold Coast Communications (formerly known as Data FX Online) that has an industry standard grade data centre. Further information about them is available from www.gcomm.com.au.

 

Gold Coast Communications and Software Dreams employ the following security devices to ensure network protection:

•    Hardware and Software Firewalls
•    Intrusion Detection
•    Strong password policies
•    Secure logins (HTTP’s)
•    Account lock out policies
•    Use of non-standard ports
•    Antivirus and spyware protection
•    Database level protection
•    Restricted personnel access to our servers

Your database is stored on a web server that is not accessible from the internet via any other means other than the TEAMS program and this is only done via a separate web server.  For further details refer to our Data Security Policy.

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What happens if Software Dreams closes business or stops providing support for TEAMS?

Software Dreams has an Escrow arrangement with its lawyers, that in the event that we do close our business they will release to all of our clients the application files necessary for installing and using TEAMS.

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If we choose to stop using TEAMS what happens to my data?

We do not lock you in to any contracts. At any point you can choose to opt out of TEAMS.  You own your data at all times!  We give you a copy of your database on CD/DVD.  It is not locked in any way and you can access that CD/DVD to obtain any information that you wish. However, we will always try and provide you with the best possible levels of service to ensure that we never arrive at this stage. If, at any time, you feel that you are not satisfied with our service please let us know and we will do our best to address your grievances.

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What if I have problems with TEAMS?  What is your support process?

We have a team of professionals to guarantee support at all levels. We have a web based support centre where our clients have an individual and confidential client site where they can log any issues.  Clients are able to log questions and issues and the support team are notified immediately.  From there your support question/issue is allocated to the correct team who then follows a stringent support process that matches our Service Level Agreement support times.   Levels of priority for support issues are as follows:

  • Critical (an issue that stops you from using TEAMS or a process within TEAMS completely, there is no work around at all) - fixed immediately (within 4 hours) – for a critical emergency, please don't send an email, instead you MUST contact Software Dreams support staff on 1300 850 585.
     

  • High (an issue that stops you from using a process in TEAMS but there is a workaround) - within 48 hours the issue will be fixed – you MUST log these issues in the Customer Support Area.
     

  • Medium (an issue that is not stopping you from using TEAMS but is not an improvement or suggestion) - within 5 working days the issue will be fixed – you MUST log these issue in the Customer Support Area.
     

  • Low (an improvement or suggestion changes for TEAMS but it is not stopping you from using TEAMS) – will be scheduled for the next version update – you MUST log these issues in the Customer Support Area.

Each issue/question entered in the Customer Support Area becomes an ‘action’ which is allocated a unique action ID #.  You will be able to view the status of these actions and any comments/answers we enter as ‘journal entries’. If you are not happy with the changes/answers we have made for an action you may make notes against the action to let us know what you would like changed and that action will be added back into the support queue for revision and changes.  For more information please see the Software Dreams support process document.
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What is Software Dreams Privacy Policy?

Any information that you provide through our websites or your web application sites (such as TEAMS), the storage and use of such information is governed by the Software Dreams Privacy Statement.
 
Our Privacy Statement sets out our policies relating to the collection and use of your personal as well as business application specific information. This document is to be used in conjunction with the Software Licence Agreement (if applicable) and any other documents that are mentioned within the statement.   For more information please see the Software Dreams Privacy Statement.

Software Dreams staff members are also governed by our ‘Workplace Employment’ contracts and confidentiality agreements.

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What are the benefits of using a web based application over my current system?

Web based applications allow you gain increased workplace flexibility and improved productivity levels.  Web based applications can be accessed from anywhere in the world as long as you have an internet connection and Internet Explorer v6.0 and above.  There is no need for costly hardware solutions or maintenance costs as Software Dreams does all the work for you.  

With the changing demands in the Education and other industries our web applications are continually growing to meet these demands.  Updating our applications is quick and simple. The impact on your business is minimal as you can choose not to use the new additions in an update if you wish.

You can also open your business up to Agents, Students, Customers and other interested parties.  They can communicate with you directly over the internet and always have the latest information available.

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Does Software Dreams have fixed term contracts? How long am I locked in for?

 

Our contract is for life!!! :-) Once your are signed up you cannot change :P

 

Seriously though, we do not believe in locking our clients down for any period of time.

 

However, we strongly believe in the principle of one client at a time, a client for life.

 

We would like you to be our client for as long as we are both in business. To do that, we must earn your respect by good service, excellent value and most of all by looking after your interests above and beyond what anyone else can or will. That is what we endeavour to do with all our clients.

 

We have monthly rolling contract that renews every month. We never lock you in for 12 months or more but we do have clients that have been with us from Day 1 of TEAMS and who swear by it. Clients who will never ever leave us after having tried out what is there in the industry, they have decided that they do not wish to experiment or change to any other provider. Have a read for yourself on our testimonials page.

 

 

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