Hosting
1. Monthly fee is required per
one technician
Polar Help Desk Light Hosted is delivered to you on a subscription
basis.
A subscription fee is required per 1 technician (support
representative, agent). The number of your end users
(customers, clients) is unlimited and does not require any license.
2. Concurrent licensing model
The type of license applied in Polar Help Desk
is concurrent one.
This means you may setup as many support representatives as you wish and they
can all access the help desk. The number of support representatives
who can work at the help desk at the same time is limited by the
number of concurrent licenses you are subscribed to.
For example, your organization employs 15 people. You may create
a unique username for each employee and they may all access the
system. Although, if you purchase 3 licenses, only 3 of your employees
will be able to access the system at once.
Maintenance & Support
All the minor and major updates are available instantly
and with no effort on your part and at no extra cost. The help
desk is regularly maintained from Polar.
Free support is available for you during the evaluation
period and after the purchase.
FAQ
What are the licensing options for Polar Help Desk Light Hosted?
Polar Help Desk Light supports concurrent licenses. Concurrent
license allows you to add as many technicians as you like, all
with logon access, but only N technicians can be logged in at the
same time. N is the number of concurrent licenses purchased. The
number of end users (service users) is unlimited. This means licenses
are not required for your customers/clients/end users.
Can we try using hosted help desk before we decide to
subscribe?
Yes, we offer free account which you can also use commercially. Read
more.
How do I subscribe to Polar Help Desk Light Hosted ?
Please go to Polar Help Desk purchasing
page to place your order.
How do I pay for the subscription fee?
The subscription fee is paid in advance for the following monthly
period. Polar automatically renews and bills your credit card and
issues an invoice to you every month.
What do I receive after I have subscribed to Polar Help
Desk Light Hosted?
You receive a receipt and a confirmation e-mail with your login
information for your Polar Help Desk account.
What about fee changes?
Polar will inform the customer about any fee changes at least
30 days prior to the change.
How do I cancel Polar Help Desk hosting service?
You can cancel your account at any time, by sending an email in
which you are requesting to stop the service. Your account will
be closed after the current subscription period is over.
Furthermore, if you decide to cancel the hosting service - you receive Polar
Help Desk software product to install on your own server including the database
filled with your customer and incident data during the service period - you
are safe of loosing any precious data collected over time.
How long in advance do I have to notify you about the
cancellation of the service?
Since subscription is paid in advance you just have to contact
Polar before next payment and your credit card will not be charged
for the next subscription period.
Does Polar have a money back guarantee?
Yes, Polar has 30 days money back guarantee. If customer is not
satisfied with Polar Help Desk Light Hosted or if there is any
other reason to discontinue use of the service in 30 days from
the initial subscription, your help desk account will be closed
down and you will get you money back.
What happens if Polar decides to terminate customer's
account for some reason?
If Polar decides to terminate customer's account for some reason,
customer will be informed at least 90 days before termination.
In that period Polar will provide customer with Polar Help Desk
software product including the number of concurrent licenses customer
has for Polar Help Desk Light Hosted. Also, Polar will provide
customer with the database used for this specific account. This
way the Polar Help Desk customer will be enabled to seamlessly
import the database into Polar Help Desk installed on the different
(his own) server.
In case of breaching the subscription agreement or unauthorized
use of Polar technology and service Polar reserves the right to
terminate the respective account immediately.
Where can I find the subscription
agreement?
Here is the complete Subscription Agreement for
your refference.
Is there a setup fee associated with Polar Help DeskLight Hosted?
No, Polar Help Desk Light Hosted does not have any setup fee.
You only pay the biweekly fee.
What is the price for updates and upgrades?
Since this is a hosted software, updates
and upgrades are completely automatic and free.
How does Polar provide support for Polar Help Desk Light Hosted?
Polar provides unlimited technical support via online support
center located at http://support.polarsoftware.com/helpdesk, customer
can also use Live Chat or E-mail (support@polarsoftware.com).
If I use Polar Help Desk
Hosted, are all my incidents going to be visible to everyone and anyone?
Yes, all the incidents submitted
by your customers and resolved by your support
representatives are visible to each help desk user.
Are the incidents in my help desk searchable through the
search engines like Google, Yahoo..?
Yes, the issues in help desk are
searchable through the internet search engines as any other open internet
content.
This
feature improves generic
search results for your products or services and
leads new visitors and prospects to your web site.
Are the email addresses of my clients also visible and open?
No. The
user profiles including email address, phone,
and other private data are not publicly visible,
nor to other service or anonymous users. Only
the content of the incidents is visible to the
public.
What are my benefits? How can this open
data be useful at all?
- Company knowledge is reusable: customers will
find the answers to their questions without contacting
your support department. Support staff does not
have to answer the same questions over and over
again.
- Build customer trust and loyalty: as you
keep your data open,
your prospects can witness themselves how
you work to support your customers. You are showing
them your service is reliable and you have nothing
to hide.
- More visits to your web site: the issues described
in the help desk appear in unpaid generic searches for your products
or service. This means more new and quality leads
for your business.
Can
I hide some or all incidents to keep them private?
No, at the moment
users are not able to check any of the incidents as private.
But we have some confidential information
to send via help desk and we absolutely need
it to be private, not shared with other users.
In
such case, we suggest you to use our Polar
Help Desk 4.1 which is
to be installed on your server. This is a "standard" help
desk software where the incidents are private to
its users by default. All the confidential information is secured and
visible only to persons in charge.
What is anonymous user?
Anonymous user is a user who has
not been authenticated. He visits the help desk without logging in.
Anonymous user interface is the default user interface displayed
to those who have not yet signed on.
What are anonymous user permissions in Polar Help Desk?
Anonymous user is permitted to view and search through
all the incidents. He is NOT permitted to open
new incidents or to view the user profiles.
What is the difference between
the anonymous user and the service user ("regular user")?
The only difference
is that anonymous user cannot create incidents (submit requests/report
problems).
Both anonymous and service user can see and search
through all the incidents available in the help
desk.
What about
the content ownership rights?
Regarding the information or
material that is submitted to the Polar Help Desk
in course of using it ("Customer Data").
You must be aware that Polar is granted with a
worldwide, non-exclusive, royalty-free, sublicenseable
and transferable license to use, reproduce, distribute,
prepare derivative works of, display, and perform
the "Customer Data" in
connection with the Polar Help Desk and Polar's
(and its successor's) business, including without
limitation for promoting and redistributing part
or all of the "Customer
Data" Polar Help Desk (and derivative works thereof) in any media formats
and through any media channels. You also
grant each user of the Polar Help Desk a non-exclusive
license to access "Customer
Data" as
permitted through the functionality of the Polar
Help Desk, to use, reproduce, distribute, prepare
derivative works of and display.
Read complete Subscription Agreement.
We reserve the
right to alter the terms of use at any time.
Can I have back-up copy of the database
if I cancel the service?
Yes, you can. We will provide
customer with Polar Help Desk Light product.
Also, Polar will provide customer with the database
used for this specific account. This way the Polar
Help Desk customer will be enabled to seamlessly
import the database into Polar Help Desk installed
on the different (his own) server.
After the agreement termination what happens
with the data regarding the ownership rights?
Both parties retain their copy of the database. Polar can further exercise the
license granted regarding the "Customer Data".
Should I require a consent from my users
to use their submissions (data in the incident)
publicly?
No, it is not necessary. However, if you find
it fitting you can place a note on your web site
about the open content of the help desk.
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On
Demand Help Desk Software