Agiloft support staff have bent
over backwards to help us solve problems,
even when we caused them ourselves!

– Brian Pollock, DCG Systems

Our Hosted Service is designed for reliability, scalability, and high performance. We have been in the hosting business for over a decade and Agiloft was developed specifically for a multi-tenant hosting environment.

If you are considering other SaaS vendors, we strongly recommend that you cover the technical topics below with them to find out how they compare. Many software vendors have been forced to offer a SaaS option in order to compete in the marketplace, but do not have the experience or program architecture to offer a reliable solution.

All System Functionality and Modules are Included

The entire suite of Agiloft functionality is available with the hosted service and the base price includes all modules, except for support of additional languages. Integration with your backend systems is available, just as for the purchased product. However, there is an additional charge to enable the REST or Web Services API for real-time integration for hosted customers. All other integration, such as MS Exchange and email integration, LDAP and single sign-on authentication, and rule-based scheduled imports are included in the base price.

Reliability from Experience

Our hosted service gives you reliability you can count on. We have developed a superior infrastructure based on our decade of experience offering hosted software solutions.

We offer the best uptime guarantee in the business: 99.9% uptime during working hours. See our SLA for more details on the credits we offer if we fail to meet this target.

Our monitoring software is configured to alert us if average CPU utilization on a hosted server exceeds 25% or the load increases above 2.0. Performance metrics such as refresh times are harder to monitor because they depend upon the quality of the customer's internet connection and the knowledgebase configuration. We periodically run scalability and performance tests to verify that system performance is meeting our high standards.

Full Redundancy for Peace of Mind

Reliability results from the highest quality components and full redundancy:

  • The master server is replicated in real time to a slave server.
  • We take snapshots of the slave server every 4 hours.
  • We take backups of the knowledgebases on the master server each day.
  • Intel Xeon processors and ECC RAM are used on all servers.
  • Dedicated servers are configured with at least 16G RAM.
  • Shared servers are configured with at least 24G RAM.
  • All servers are protected by redundant firewalls.
  • RAID hard drives are used throughout.
  • Active monitoring is employed on all critical components.

These systems are regularly tested outside of business hours, to ensure that they behave properly if a component fails during production use.

Server Facilities

In the USA, our cloud servers are located on Amazon AWS in the Virginia region.

European customers are hosted on Amazon AWS in Ireland.

Australian and Asian customers are hosted on Amazon AWS in Sydney.

Security

We contract with independent specialist security companies to conduct 3rd party audits of the hosted service and application software. Please see our Security Policy.

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

We know your data is mission critical. We store multiple redundant backup copies in case of emergency.

System snapshots are saved on highly durable Amazon S3 storage.

In addition, the system takes individual knowledgebase backups 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 reamined unchanged for more than 9 years, but we reserve the right to modify it if we notice excessive usage or abuse by a particular customer. If we ever limit traffic/bandwidth, we will also provide the option for the customer to purchase additional bandwidth.

Storage Space

Each company is allocated a pool of 1,000MB of storage space per power user. For example, a company with 100 power users would be allocated 100GB of space. Additional storage packages are available at a minimum cost of $500 for 50GB per year. The space is calculated based on the size of the database and attached files.

Option to Move In-House at Any Time

The full backup file format allows you to start using Agiloft as a hosted service while preserving the ability to easily move to an on-premise solution on your own server at any time.

Unless your knowledgebase is so large that it takes a long time to download, the entire transfer can easily be accomplished during the lunch hour. It takes less than 7 minutes to install Agiloft on your own server and a few clicks of the mouse to export the entire knowledgebase to your local hard drive and import it.

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