Server equipment in data center.

Hosted Service


Our Hosted Service is designed for high performance, scalability and extreme reliability.

Reliability from

Based on well over a decade’s experience offering hosted software solutions, our superior infrastructure provides reliability you can count on.

We offer high availability service levels and industry-recognized reliability. Contact us to learn more details on the credits we offer if we fail to meet our uptime targets.

Monitoring software is configured to alert if average CPU utilization or load increases above our exacting standards. In addition, periodic scalability and performance tests are run to verify that system performance is at its peak.

Dual-Availability Zone Redundancy for Peace of Mind

Our service is configured with multiple levels of redundancy to ensure availability and data protection:

  • Knowledgebases are hosted on AWS cloud servers.
  • Primary servers are replicated in real time to secondary AWS servers in a different Availability Zone.
  • Snapshots are created on the secondary server every four hours.
  • Snapshots are automatically restored to a test server every two weeks and subjected to database integrity checks.
  • We take daily backups on the primary server.
  • All servers are protected by redundant firewalls.
  • Active monitoring is employed on all services.

Server Facilities

In the USA, hosting is provided as follows:

  • Redundant AWS service: The master servers are located on the Amazon AWS cloud in the Virginia region with real-time replication to backup AWS servers in a separate availability zone.

Outside the USA, we offer redundant AWS hosting with master servers replicated and backed up to servers on the AWS cloud in a separate availability zone:

  • Canadian customers are hosted on Amazon AWS in Montreal. The data never leaves Canada.
  • European customers are hosted on Amazon AWS in Ireland. The data never leaves Ireland.
  • Australian and Asian customers are hosted on Amazon AWS in Sydney. The data never leaves Australia.

Customers are free to have their system hosted at whichever AWS location they desire, and there is no difference in pricing.


We contract with independent specialist security companies to conduct 3rd party audits of the hosted service and application software. Learn more here.

All access to hosted servers is encrypted through use of SSL technology. A firewall restricts server access, and for customers who elect to use a dedicated server, we will be happy to configure the firewalls to only allow access from specific IP addresses.

Customers using a shared server can configure the KB to use a single sign-on capability restricted to their IP address, provided that their firewall allows the use of Active-X controls from designated servers.

Backups in Case of Emergency

In addition to the fully redundant servers detailed above, we store multiple redundant backup copies so that data can be restored in the event of an error by a privileged member of your staff, such as your system administrator.

System snapshots are saved on highly durable AWS S3 storage every four hours. In addition, database backups are created every 24 hours. Knowledgbases can be configured for automatic backup more frequently at an additional cost.

No Bandwidth Limitations

There are no limitations on traffic or bandwidth. This policy has remained unchanged for more than a decade, though we reserve the right to modify it if we notice excessive usage by a particular customer.

If we ever limit traffic/bandwidth, we will also provide the option for the customer to purchase additional bandwidth.

Option to Move In-House at Any Time

You can move from our cloud servers to an on-premise Windows or Linux server at any time.

It is straightforward to install Agiloft on your own server and takes just a few clicks of a mouse to export the entire knowledgebase to your local hard drive and import it. The import time depends upon the size of the knowledgebase and disk I/O rates.

In addition to the backup’s XML file format, data can be also be exported in ASCII and Excel formats for migration to other programs.

Product Testing Prior to Upgrades

Product changes are subject to the following stages of review and testing:

  • Detailed functionality specification
  • Design review of the proposed solution
  • Implementation
  • Code reviews
  • Functionality testing by the developer
  • Over three thousand automated server-side unit tests
  • Over five hundred automated GUI tests
  • A suite of manual tests by our QA department
  • Internal production use
  • Beta testing
  • Release candidate testing
  • Official release