GoIWx Hosting Frequently Asked Questions

Common questions for Marketing Partners

Q - We are ready to place an order and start using the hosting services. What do we do next?
A - Go to the on boarding web page. There you find the process steps from start to finish getting up and running in the hosted environment.

Q - What timeframe can we expect from project start to deployment/production? Or what should I tell my end customer to expect for timeframe?
A - Some applications can be up and running within an hour, others may require a more complex implementation strategy. The answer to this depends upon how quickly documentation is provided to us as well as the quality of that documentation. Other aspects of implementation timeframe can include the migration of data, and how much data is to be migrated.

Q - What agreement(s) do my end customers need to sign?
A - Only one agreement. A Hosting Services Sales Order (HSSO). Other references to documents like Terms and Conditions, Service Level Agreements (SLA), etc. are available on the GoIWx website.

Q - Is there a testing/trial period available to us before we go live or to production?
A - This depends upon if you have a service related software package such as CRM, Exchange, and SharePoint or if it's an ERP product. Pilots are available and the standard rates and fees apply.

Q - Do I have to deal with (2) companies for on going support once we are live on the system?
A - Your partner who sold and implemented your solution is still your trusted advisor for support for all application related requests and answers. Your existing process for support with that partner does not have to change. In the event that you need technology related support during business hours or non business hours you can call our email GoIWx direct. GoIWx will always inform your business partner of the support we provide your company.

Q - It's during or past normal business hours and I can't login to our hosted system. What do I do to get help?
A - If you are using a non-internet based application such as RPD desktop, make sure that you can connect to the internet, VPN or PTP from your device. If a connection cannot be made, then immediately call our Customer Care line at 952.258.6333. Again if it is application related once you have successfully logged into the system we will do our best to contact your business partner for support. If your business partner only provides application support during normal business hours your support will be available at the time.

Q - We have an internet connection today. Will we need to get a PTP, VPN or T-1 directly to GoIWx?
A - As long as your internet connection has sufficient bandwidth you will not need a dedicated circuit for bandwidth. If required a VPN can be pined up between your location and GoIWx for increased security. Most always the internet will be an adequate solution for connecting to the hosted environment.

Q - We have software we own that is going to be hosted and we will also be renting software. What do we do with our software? How do we get the rented software?
A - Customer owned software is referred to as Managed software. You will need to send the media and all the keys/serial numbers will need to be sent to GoIWx. There is nothing to do for the rented licensing as it covered in the monthly hosting fees charged to you by your business partner. If the hosted agreement is ended all of the Managed software will be returned. The rented licenses will come to an end as the customer has no ownership over the rented licenses.

Q - What is the availability of Test Environments" for upgrades or testing new applications? Do we pay double licensing? Is there additional fees?
A - Additional fees can apply but are based purely on the software's ability to run multi tenant. If the software limits the use to a single tenant, then there is a month to month fee of up to $495.00 per month per additional test environment. This does not require additional agreements. However there are restrictions to the duration of test environments which are based on the scope of the testing requirements. Additionally, if simple testing requirements are needed like a sample database, this is covered under your HSSO agreement as long as it's just a copy on an existing database.

Q - Can I install software and customize application and configurations on the server(s)? Do I have the ability to do server side activities?
A - The answer is yes. We have the ability to provide the business partner with as much or as little control over the end customer environments as possible. Depending on the level of administration into the environment, it will have a direct impact on the uptime promise. Our uptime promise starts at 99.99% and can change to 99%.

Q - As a partner, our clients are on your servers, we want to be able to login and handle support for them, how are administrator licenses handled? Do we pay for those or are they included with our installation fees? If they are SPLA or Managed?
A - As part as of the Partner Agreement your business partner signed with GoIWx, they are provided administrators rights into the end customers environment so they can perform and satisfy server side requirements. Managed of rented licensing has no barring on the ability for the business partner to administer accounts.

Q - Additional "Support Enhancement Plans" - how are these handled in the SPLA environments? What are they, what do they include and how much are they? If the customer is interested in the Standard B Microsoft 1 hr support. Do you offer that in the price?
A - With the rented license model (SPLA) all SA (Software Assurance) is included. It is up to the business partner and the end customer to decide when to upgrade to new versions. This does not however include any support directly from Microsoft or business partners.