I would absolutely
recommend Agiloft.

– Sarah Danforth, Tektronix

Your success drives our reputation, so we make sure we can meet your needs before we make a commitment to you. And when we do make that commitment, we back it up. The entire Agiloft solution — software, services and (optional) hardware — comes with an unconditional guarantee of total success.

Our track record for on-time, on-budget implementations gives us the confidence to make such a guarantee. It is the only one in the industry and it is simple:

If you are not absolutely delighted with the results, or want to cancel for any reason within 90 days of initial purchase, you pay nothing.

We accept 3 month payment terms, so you do not even need to get a refund; you can just cancel the PO.

Other companies make "guarantees" but take them back in the fine print. Ours is unconditional. Let's look at some examples:

Q Every company is different. How can you be so confident that you will succeed in our environment?
A Agiloft has more than 20 years of experience providing web-based solutions. We hold a 99.6% success rate for those customers to whom we have provided implementation services. Our track record is the result of our team's dedication to our success and Agiloft's award-winning product which is comprised of an adaptive data model that accomodates the specific needs of each customer.

By making this guarantee, we are tying our self interest to yours. We ask about your needs up front, and if Agiloft is not the right solution for your company, we will tell you so and, when possible, refer you to someone who can help.

Q Does the guarantee only apply to a on-premise service, or does it also apply to leases and your hosted service?
A It applies to on-premise, leases, and our hosted service.
Q Suppose the software works perfectly, but we get merged with another division and have to adopt their systems?
A You can cancel the PO, or get a full cash refund if you have already paid.
Q What if the software works perfectly, but our CEO decides that Post-it notes are the wave of the future and cancels the purchase?
A You can cancel the PO, or get a full cash refund if you have already paid.
Q How about implementation services? Suppose we pay for a two-week implementation package to customize the system for full production use. If we are not happy, do we get a refund for the cost of implementation services?
A Yes
Q Is there anything that is not covered?
A Services that are not directly related to the Agiloft implementation, such as cleaning up old data, are not included in the guarantee. However, any such exceptions will be detailed in the price quote.

Hardware Guarantee

Q Do we have to buy your hardware to get the 90 day satisfaction guarantee, or can we use our own?
A You can use your own hardware. We will be happy to recommend a suitable hardware configuration from the vendor of your choice.
Q If we buy your turnkey system, is that guaranteed as well?
A Yes. If you are not delighted, we refund the full cost of the system and you return the hardware.
Q Suppose a hard drive dies after the 90 days have expired? Does your maintenance contract include hardware?
A Yes. All of our turnkey servers have a standard manufacturer's warranty. They are configured with RAID 10, and a hotswap spare drive so that the system will keep running even if a drive fails. In such cases, we will send you a replacement drive by overnight express.
Q Suppose the power supply fails?
A We offer turnkey servers configured with hotswap redundant power supplies, so that the system will keep running while we ship you a replacement power supply by overnight express.
Q Suppose some other part of the server dies within the warranty period and cannot be resuscitated?
A We will ship a replacement server by overnight express.

We offer an option of hotswap redundant servers, and even if you do not take this option, our installation package includes configuring the primary server to perform automatic backups, either to one of your servers or to one of our hosted servers.

Your data is safe and Agiloft can be up and running until the new server arrives.

Q Suppose the server dies, we did not choose the redundant server option, and we do not have a spare server that we can deploy?
A We will host your knowledgebase on one of our servers at no charge while we ship a replacement server by overnight express.

We make it easy for you to keep backups of your knowledgebase, by exporting it automatically to a single .zip file at specified intervals. However, it is your responsibility to keep this file at some safe location, typically on a separate server or backup system.

Note: If you did not purchase the server from us, and your server suffers a hardware failure while you have an active software maintenance contract with us, we will host your knowledgebase for free on our servers for up to two weeks per year while your server is being repaired.

Performance Guarantee

Q How are your turnkey systems configured?
A The base enterprise systems are configured to support hundreds of concurrent users, and have the configuration shown below.

  • Dual quad-core Intel E5 processors
  • Redundant power supplies
  • 32+G RAM
  • RAID 10 hard drive configuration

Detailed hardware recommendations are provided here.

Agiloft was designed to be both highly scalable and flexible. This combination requires a significant amount of RAM, but happily, that is no longer expensive.

Hotswap Redundant Servers

For installations with 25 or more staff licenses, we will configure pairs of Linux servers for full redundancy at no additional charge. These servers may be purchased directly from us or your preferred hardware provider.

Q Suppose that system usage grows to the point where the server cannot handle the load?
A Even our entry level servers are so powerful that you can triple the number of users before noticing a significant performance impact. Additionally, as you increase the number of users, we will provide more powerful turnkey servers.
Q Suppose our usage patterns change so that the server cannot handle the load with the same number of users?
A If the average CPU utilization exceeds 25% during your regular office hours, we will upgrade your base server to one with at least 50% greater processing power and/or memory (depending upon where the bottleneck is) at no additional charge.
Q How can we be confident of performance if we use our own hardware supplier, rather than buying one of your servers?
A Although we only guarantee performance if you use one of our servers, you can still be confident when using your own hardware.
  • Your company has 90 days to put it through its paces in a production environment under our unconditional guarantee.
  • We provide benchmark scripts that help you compare your server's performance with the results from our standard servers.
  • Agiloft has enjoyed several years of performance tuning and is a highly efficient application.