SmartBorder ABI Frequently Asked Questions

Frequently Asked Questions

QUESTION INDEX

Will you travel to our offices or will this be a remote demo?

What are the hardware requirements to run your application?

Will I have to purchase and maintain a special server to run SmartBorder?

What happens if there’s a disruption in service such as equipment or power failure?

Is there software to install, and if so, who will do the install?

What are the start-up costs?

Is there a monthly maintenance fee for users?

How often do updates come out and what are the costs associated with the updates?

How long will a particular version have support?

What does “customization” mean?

Why would I need to customize?

How are custom programming projects quoted?

What methods of training are used?

What are my costs for training?

Can I have daily backups of my files sent to my office?

Who will have access to my data?

Q	Will you travel to our offices or will this be a remote demo?
A	To keep our software costs moderately priced in the market, we perform our initial demonstration over the internet. We have had great success with GoToMeeting for our remote demonstrations. We also have the ability to perform our demonstrations to multiple locations at the same time.

Q	What are the hardware requirements to run your application?
A	Generally speaking, if you have Windows XP or Windows 2000 running you will have at least met our minimum requirements. For more specific requirements please visit our software requirements page.

Q	Will I have to purchase and maintain a special server to run SmartBorder?
A	No. SmartBorder runs on our servers. All you are required to have is a PC with an internet connection.

Q	What happens if there’s a disruption in service such as equipment or power failure?
A	We have spare machines to replace any system that fails, we also have a "copy" of the SmartBorder servers at another location in case of a disaster. Review our technology page to read more in detail what we run SmartBorder on.

Q	Is there software to install, and if so, who will do the install?
A	When logging into SmartBorder the system automatically installs the required software. All future upgrades are installed automatically at login as well. This way the system is always up to date.

Q	What are the start-up costs?
A	The start-up costs for the SmartBorder application include a one-time licensing fee that includes the technical setup from our end, help getting setup or switched with customs, support and some included training.

Q	Is there a monthly maintenance fee for users?
A	We charge usage fees much like the minutes on most cell phone plans. Since we allow as many offices and users as you want at no additional charge, this is the one of the few pricing models that fit.

Q	How often do updates come out and what are the costs associated with the updates?
A	Our software is a living entity, always changing with the demands of our customers and US Customs. SmartBorder keeps current with all Customs updates on a daily basis and will update the application accordingly. Most updates are applied while you are online proving no downtime. All system upgrades, major and minor, are included.

Q	How long will a particular version have support?
A	Since SmartBorder is updated every time you logon, you always have the latest version. You will never have an old version of the software installed on your computer.

Q	What does “customization” mean?
A	Any feature you request that's not a part of our base package would be considered a customization. What sets us apart from our competition is our willingness and ability to quickly adapt SmartBorder to meet our customers’ changing needs. Each request is thoroughly analyzed to ensure that we design software rules and processes around your already-in-place business practices.

Why would I need to customize?

Although SmartBorder offers a robust application, it is our experience that there is always a certain level of customization necessary to fully integrate a system with a customer’s business processes. This allows you to maximize your efficiency rather than being forced to compromise quality or conform to a process which may not be a good fit. We are committed to providing you with the complete solution that you need.

Q	How are custom programming projects quoted?
A	Pricing for custom programming is based on a per hour rate. Total cost for a project is determined based on our estimated time needed for completion. Your cost will not exceed the amount we quote unless a change to specification is made, in which case the requested change would also go through our quoting process as a change order.

Q	What methods of training are used?
A	Our expert personnel offer both on-site and online training. We give you personalized attention to ensure you are comfortable and ready to use the system. We also offer online movies that you can view at anytime to learn about a new procedure or touch up on your SmartBorder skills.

Q	What are my costs for training?
A	An initial training package is included with start-up. If more personalized training is needed we bill hourly. There are additional training packages available depending upon your needs including on-site training. On-site training will have additional travel expenses.

Q	Can I have daily backups of my files sent to my office?
A	We can setup an FTP account for access to new and changed files. Our standard format is XML, but other formats can be accommodated. You are also free to PDF all your documents and save them to disk if you wish.

Q	Who will have access to my data?
A	Whomever you give your login to and/or South Ranch employed technical staff (*not* it's parent or partner companies). Access to your data by South Ranch technical staff would only be used for backups, custom programming or technical support.