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|| Frequently Asked Questions

Q What is NovelASPect?

NovelASPect.com is an Application Service Provider. Our business is to deliver and manage applications and computer services to multiple users via the Internet or a private network. This provides an extremely cost effective solutionas an alertative to system ownership: high up-front capital expenses, implementation challenges and a continuing need for maintenance, upgrades and customizations are all eliminated with NovelASPect.com

Q What are the benefits of using NovelASPect.com?

Focus: by outsourcing application management you can focus critical resources on improving the performance of your core business processes.

Q How does NovelASPect.com work?

NovelASPect.com operates a data center, including servers, firewalls and other equipment, on which software applications are installed and made available for use via the Internet connection. A customer typically contracts with NovelASPect.com to provide a certain suite of applications (e.g. an accounting package, mail and Microsoft Office) to an agreed number of end-users (from 1 to 500 or more) connecting from any number of locations or devices (e.g. head office, branch offices and mobile workers). NovelASPect.com makes these applications available via a secure web page to customers 24 hours a day 7 days a week from anywhere with an internet connection.

Q Why should I consider NovelASPect.com for my IT?

The best time to consider an ASP solution whenever there is a known need to invest in upgrading your IT infrastructure… typically driven by a change in the business (e.g. acquisition, major software upgrade, major operating system upgrade etc.).

Customers that will benefit from NovelASPect.com include those that:

Q What's the difference between Hosting and ASP?

A Hosted solution is where the customer purchases and owns the equipment and/or software licenses but chooses to have the equipment installed and maintained at a Data-Center facility. Typically this involves paying an installation and set-up fee plus a regular monthly maintenance fee in addition to the initial outlay for the capital purchase. The benefit is that you retain the ownership of your systems and obtain the best possible engineering services whilst still taking advantage of the shared infrastructure (Firewalls, Routers etc.) of the Host. The downside is that you must still make a capital purchase and upgrades and/or expansion may require further purchase decisions and capital approvals.

ASP's  involves little or no capital outlay or purchase by the customer. You simply rent the applications and operating environment needed for a fixed cost per user per month. The benefit is that you only pay for what you need/use and take full advantage of the additional infrastructure and redundancy offered by us.  The monthly fee will normally cover any upgrades or expansion required and expansion/addition of users is generally quick and seamless. While you do not “own” the equipment on which your applications reside (which also means it is not clogging your balance sheet) you do have full control of your IT.

In practice we find that most customers typically opt for a hybrid type solution. Business critical applications can still be purchased from the relevant Software Vendor and either hosted on dedicated equipment or delivered via our model. Other items such as Exchange/E-mail, Anti-Virus protection and Office Applications can be either hosted or delivered via NovelASPect.com, depending on requirements.

Q Won't it cost me more?

If NovelASPect.com is right for you then it will cost you less, in some cases significantly less, than you are spending today. See our value propostion for details

How much does your IT cost you today and is it up to scratch? According to Gartner only about 65% of the true cost of IT is directly accounted for, with some 35% being indirect and often invisible in the Market. Your visible IT costs include the capital cost, real cost of admin and technical staff plus ongoing maintenance etc. Invisible costs include lost productivity due to downtime and/or antiquated and slow systems, as well as lost time due to end-users being involved in problem solving etc. (e.g. clearing printer jams). There is the cost of maintaining and powering your server room. And also the time and cost involved in management: Do those back-ups get done when they should? Are you sure your Anti-Virus protection is up to date? When was the last time you checked your Firewall? Are you really in control of your Internet access and e-mail usage?

NovelASPect.com can deliver savings in IT costs of up to 50%. And you can also be sure that back-ups are done regularly, you are protected against viruses, your systems are secure and under control. The reasons are simple. When you invest in and manage and maintain your own IT you must invest in capacity that you only occasionally need and there is little opportunity to achieve economies of scope, scale and skills. With NovelASPect.com you invest only in what dedicated resources you need and for anything else pay only for what you use. In addition you are able to access the economies of scope, scale and skills that an experienced and dedicated IT specialist business can provide. Your IT staff spend less time fighting fires and more time adding value to your business and your end-users experience productivity gains and spend less time involved in problem solving.

After all, what business are you in? Just as most companies today use external logistics and freight companies rather than own and manage their own trucking fleet, so you can lower your IT expenditure and get better service.

Q What if I've already invested in IT equipment?

If you've recently invested in new IT infrastructure then you may still find that Hosting is a viable and cost-effective solution. NovelASPect.com would be happy to discuss an arrangement (depending on the age and type of equipment) where we purchase the equipment from you for its written down book value in return for a reduced monthly rental.

Q We already own our MS Office/Exchange/NT etc licenses. Why would I switch to NovelASPect.com?

If you have recently purchased a full set of the latest version of Microsoft licenses including Software Assurance we recommend that a Hosting solution be considered. However we typically find that many customers have a hodge-podge of licenses, often requiring the support and maintenance of different operating systems and versions of MS Office etc. There are many advantages to NovelASPect.com style solution for your Microsoft licenses, including lower overall costs, reduced downtime and more efficient usage of IT.

Q What applications can I access and how can I access them over the Internet?

Using the latest technology provided by Citrix and Microsoft enables us to publish virtually any application on a web page for secure authorized access. Customers can then access these applications from anywhere on the Internet. All that is needed is an Internet connection and a standard web browser. Presentation of applications and access to data is customizable at an end-user level, so each person can run and access only what is authorized.

Q Isn't Citrix very expensive? Why can't we just use Windows Terminal Services?

Citrix provides many advantages on top of the benefits of Terminal Services. These include faster performance, better bandwidth utilization, much better printer management and ability to manage user connections, logins and security etc. Citrix also supports a much wider range of operating system environments on the client device (PC, laptop or terminal), including Unix, Mac and Windows 16-bit.

Q Why should I pay per month for Microsoft Office when I can purchase it for a few hundred dollars?

The real cost of Microsoft Office (standard) (excluding hardware maintenance and support) is $736 plus 28% for 2 years Subscription Advantage…a total of $942…equivalent to over 30 months rental. And this does not include the cost of capital (which at, say 10%, makes the real cost around $1,100…equivalent to 3 years rental). Even an OEM license (only available with the purchase of a new PC or laptop) costs you around 2 years rental. In addition when you “buy” licenses you must invest in your predicted capacity… i.e. you must purchase as many licenses and the servers etc to meet your maximum predicted demand.

Q Wouldn't it be cheaper if I just employed extra IT staff or contracted the labor I need?

Even if you could find a suitable IT staff member, what is their real cost and will they have all the skills required to maintain a complex IT environment? (Today the basic list includes experience with Servers, PCs/desktops, Windows 2003 operating system, Windows 2003 Server and Active Directory, Mail (e.g. Exchange) Databases, Cisco Routers, Switches, Firewalls, Anti-Virus, Internet, Citrix/Terminal Servers, Applications etc.) And what do you do when they are away on leave/training or tied up elsewhere?

NovelASPect.com gives you access to a team of dedicated and expert IT staff only when needed whose job is to make your experience seamless. How many additional expert resources will you need to help manage your own IT infrastructure on your site? Do you need 1.33 people one month and 2 people the next? NovelASPect.com reduces the cost of labor (e.g. no travel time/cost and more efficient response to problems) and provides a more seamless experience so you can focus on what you do best…running your business.

Q Will my applications perform as fast and reliably as when they are on my LAN?

In some cases they will run faster, depending on the current desktops you use and the type of internet connection you use. With our solution running Citrix all the applications execution takes place on powerful, load-balanced servers in our secured data centre. Your PC only receives screen updates and sends keyboard strokes and mouse movements. In a typical LAN environment your PC carries out much of the application execution, which can often overload it.

Our experience shows that allowing 20Kbps per concurrent end-user connecting is more than sufficient for most customers…. so a typical customer site of 25 users needs a committed bandwidth of less then 500Kbps (typical of a quality business grade 1.5/256 DSL connection today).

Q How will my remote users connect?

Via the Internet or dedicated link. With NovelASPect.com you can do away with costly direct connections and allow your remote and mobile users to connect to your applications via a secure internet interface from anywhere in the world on any client device.

Q What will happen if my internet link goes down?

Today modern business-grade data links are extremely reliable. Our experience shows that careful selection of the right telecommunications service for your requirements produces extremely reliable service, probably fewer outages than you experience today with your servers and equipment on-site. Depending on your business tolerance to downtime differing levels of redundancy, including telecommunications can be arranged.

Q Will the service be reliable?

Research shows that the major causes of system outages (40%+) are due to the application and the operating system, typically due to poor system maintenance or software application updates being installed without adequate testing.

With NovelASPect.com the systems are constantly monitored and maintained and software updates are controlled and tested prior to release. We maintain your applications on a fully load balanced Citrix Server farm and all your data is secure on RAID-5 disks. This ensures a high degree of reliability, which is supported by an appropriate Service Level Agreement.

Q I'm used to having my servers here…. why should I move them? Won't I lose control of my systems?

Ultimately this comes down to a question of what business are you in. NovelASPect.com is focused on ensuring that the applications and data that your people need to run your business are available and performing to expectations for the lowest possible cost. This means they can focus on doing what they have been employed to do rather than be hamstrung by IT.

Your control is ensured by thorough Service Level Agreements, which obligate your service provider to deliver what you need to run your business without you having the headache of having to manage the hardware, software and systems required.

Q What will happen to my data?

Whether you choose a Hosted or Application Server solution, you retain the ownership of your data. We can also provide regular copies on secure digital media upon request. And with Novelaspect.com it will be more secure than it is now.

Q What about security? Will my systems be safe when they are not sitting in my building anymore?

What level of security can you provide on your own site today? Do you have a physically secure climate controlled Server Room? What level of Firewall and Intrusion protection/detection can you provide on your site? What level of device monitoring and alarming do you have? How secure is your system against your own employees if they become disgruntled?

With NovelASPect.com you get access to the highest levels of physical and data security for a fraction of the cost required to invest in these yourself as you can take advantage of the economies of scope, scale and skills of the service provider. All our technical staff has the highest level of expertise and qualifications and you are protected by their professionalism and desire to maintain their reputation in the IT arena.

The facilities are manned with 24 x 7 security personnel.  Badge - photo ID is required for access as well as biometric hand screening.  Escorts are required to gain access to server areas.  Sensitive security areas within the center are protected by security alarms, and video cameras installed throughout the center are continuously monitored by security personnel.

Q Will my data be backed up and my system virus protected etc?

With NovelASPect.com you can be assured of reliable and regular back-ups, without having to depend on someone within your organization remembering to insert a tape every night.

We are able to provide complete Anti-Virus protection right up to your desktop for a modest monthly fee… Our customers who have chosen this option have never suffered a Virus infection.

Q Will I need to make my IT staff redundant?

No. Experience shows that your IT staff becomes more focused on business issues on how to improve customer service and your competitive edge, how to more effectively deliver critical business data and applications to staff when and where they need it, instead of fighting fires and doing break-fix work (What is the current % of time your IT staff spend on break-fix versus new projects and IT business development?).

Q What happens if you go out of business?

To insure the customer against denial of access to their data due to any and all reasons, legal and otherwise, NovelASPect.com offers our unique Escrow Data Services. A current copy of the customer's complete system and data backup is maintained in a legal escrow site, off the premises of both the Datacenter and NovelASPect.com, Inc. All data is completely secure and carefully protected, using the same stringent measures, protocols and standards that financial institutions use to protect their data. All data is encrypted at NovelASPect.com with a unique key prior to transmission. For an additional layer of protection, Secure Socket Layer (SSL) is used to establish a secure, resilient communication tunnel to the offsite escrow data center.

Q What if the office's connection goes down??

Your Internet connection is your only responsibility. Therefore, it's your only point of failure. There's no way around it: If you don't have Internet access, you won't be able to run your applications and access your data. Fortunately, this is a simple problem to overcome. Have a backup way to get on the Internet. Most clients access the Internet via a DSL or T1 connection to their office. Smaller offices and homes usually have cable modems - and of course, there's dial-up. Most offices today already have these data lines installed and are familiar with how frequently or infrequently they're down. Most people experience very positive results. Your line may only go down once every 3 to 4 months, and for very short periods of time. Occasionally, people have poor results where the line will go down regularly and it makes sense to switch providers or carriers. The truth is this: These days, most data lines are cheap and reliable. Nonetheless, every business should have a backup connection to the Internet. Even clients who haven't had an issue with their line for 12 to 18 months are wise to at least have an active dial-up account in case of an emergency. Our clients who expressed this concern at the outset quickly see that the advantages far exceed the disadvantages.

Q How do I put a backup connection to the Internet in place?

The backup method should be based on the number of users at the location. For example, a small office that normally uses DSL will have a dial-up account in the event the line goes down. Additional cost: $10-15 per month. A larger office that normally uses a T1 line will have a cable modem or a DSL line as backup. Additional cost: $60-$120 per month. And if for some reason you don't put backup in place, we have dial-up accounts that are reserved exactly for this purpose.

Q What about software licensing & upgrades?

The majority of our clients already own licenses for the software they use. Generally, we request some proof or letter stating that the licenses are owned. After that, we can manage and deliver your applications. If the client doesn't have sufficient software licenses, they have two options: (1) Buy them outright or (2) pay us monthly if the vendor offers it. Microsoft, the largest software vendor, offers all of their software titles on a monthly rental basis. We do not profit from software licensing. Whether you purchase or rent, only our cost gets passed on to you. Regarding upgrades, we generally obtain the latest software versions as soon they become available. We do not remove previous versions so you always have the option of keeping the older version. Again, as long as you have the proper licenses, we're able to provide the software to you immediately.

Q What about the speed?

When people first learn of NovelASPect.com, they usually question the speed. Isn't it slower because the applications are not running locally? The answer is emphatically no! Normally, you double-click an icon on your desktop and within 3 to 5 seconds -the application is open and ready to use. With NovelASPect.com, the first application you run requires a connection to our data center to be established. This happens automatically and it takes approximately 5 to 10 seconds, depending on the connection. Once that connection is established, applications will open in less than 2 seconds - faster than running them on a normal desktop. Using the applications is entirely seamless. You can't tell the difference. On a 56k connection, you may experience an occasional delay but nothing that would interfere with a user's productivity. The best way to alleviate any doubts is to try it. We would be more than happy to setup a demo account for your use.

Q How do I cancel the service?

Because we don't require long-term commitments from our clients, you can cancel at any time without any penalty. We even guarantee to restore all your systems to their original condition. We've made it easy for you to try our service, use it for a period of time, and - if you choose - to discontinue. We've made it a risk-free process where you are in control at all times. We take the risk by offering you a 30-day trial period at no cost. If you're not 100 percent pleased, we'll continue to work hard until you're satisfied. If for any reason you decide the service is not for you, we put everything back the way we found it-no charge. If you choose to continue using NovelASPect.com, you will be billed monthly, still able to cancel at any time.

Q Who do I call if I have a problem?

You can reach technical support by calling 1-(888) 228-0143 option #2. We guarantee that you will receive a response to your call within one hour during software support times. You may also contact us by e-mail at support@novelaspect.com. Systems support, which includes hardware and infrastructure issues, is available 24 hours a day, seven days a week, excluding major holidays (New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, Christmas). Software support, which includes support for iMIS and the other software applications, is available from 8:30am to 5:30pm EST on business days. Support during other times may be scheduled with three days notice. No matter what kind of problem it is, contact NovelASPect.com's technical support. Having one point of contact like this minimizes finger-pointing and makes your life easier.

Q What do we own when our application is hosted?

You always own your own data. If you buy the software you are hosting (as opposed to renting it), you own the software too. Upon expiration or cancellation of your contract, the data and software will be returned to you.use

Q Who makes sure all of our desktop systems are working properly if we host?

NovelASPect.com is responsible for the hardware and software that reside in the hosting facility. Other hardware and software that reside on your desktop are still your responsibility.

Q Can we test having our software hosted before making a decision?

NovelASPect.com performs your implementation using our application hosting facility, so you have ample time to test, experiment with, even pound on, the hosted application to see if it will work for you. In addition, you stay in the application hosting facility for a 30-day shakedown period after your implementation is complete, which lets us monitor your system closely and respond quickly to any problems or issues.

Q What should I do next?

Naturally, we are in business to help our customers achieve their business objectives with IT.  We can help you determine whether NovelASPect.com is right for you or whether you need to adopt a more traditional approach.  Please contact us for our simple, self-assessment checklist.

If there is any way we can be of assistance, whether it's to provide advice, fix a problem, install a new system, protect your valuable data from intrusion or help with a major upgrade, then please don't hesitate to contact us at info@novelaspect.com or 1(888)228-0143.