FAQ

Underneath you’ll find Frequently Asked Questions in different categories. If you have any other question, please let us know!

 

Data & Security (4)

Our customer is and always remains the owner of the data, both the own data and the data that is generated. Almost all data can be exported by the customer. In addition, we can also make links with other software if desired. If a customer wants to quit FacilityApps, we can export the generated data (documents, reports, etc) to, for example, .csv or .xlsx.

Category: Data & Security

We only use the European location, to avoid the Patriot Act. FacilityApps uses Amazon to host the data, the market leader.

Category: Data & Security

The Amazon environment meets the following certifications: ISO 27001, SOC 1 and SOC 2, PCI Level 1, FISMA Moderate, and Sarbanes-Oxley (SOX).

FacilityApps has committed itself to the new GDPR legislation that will be applied from May 2018 onwards. For this we will draw up a processing agreement with our customers, so that this is also guaranteed. In addition, the FacilityApps software is always up to date and our backend is behind an encrypted connection (HTTPS).

Category: Data & Security

FacilityApps uses Amazon Web Services, which both have a strict safety protocol and a fairly large package of measures. View more information via this link. FacilityApps only uses the European locations to avoid the US Patriot Act.

Category: Data & Security

Roadmap & updates (2)

It is important to you that you take note of the release notes that we send by e-mail. After an update or upgrade, you know what the updates are. You do not have to do anything, we automatically take care of the updates within your environment.

We use a roadmap in which we have planned product expansions with potential for a multitude of customers in a longer period of time through sprints, which we call upgrades. Updates are implemented weekly, usually it affects small imperfections that we would like to resolve quickly.

In the case of new functionality this is included in the license fees, so without extra costs, or it has to go to external parties where we also have costs.

Every week we have a bugfixing release and a monthly functional release for both the backend and the app.

IT System & Platform (9)

FacilityApps has its backend and apps (total platform) available in Dutch, English, German, Russian and French. It is relatively easy to add new languages here.

All Samsung phones and tablets with at least Android 6, for example Samsung X Cover 4 smartphones (720 x 1280 pixels, 16: 9 ratio (~ 294 ppi density)) or Samsung A3 (540×960 pixels, 16: 9 ratio (~ 245 ppi density)

All Apple iPad & iPad mini 2016 and above and in terms of smartphone Apple iPhone 5S and above.

Windows10 is also supported but not recommended.

Yes, our platform is completely ‘in the cloud’. Our backend is a login via an internet browser (preferably Google Chrome, Safari, Edge or Firefox). Our app can be found in the various app stores. Because our app is built as a native app, you can also use the app offline. We have customers who do not have a data bundle on their phone or tablet and yet work with FacilityApps. The data is stored locally and securely and if there is Wi-Fi connection, all data is synchronized. There are, of course, limitations in offline mode.

 

FacilityApps is not a web app, but a native app. This means that we can offer a better user experience than with a web app. In addition, you do not always need a connection to still be able to enter data. These are the advantages of a native app compared to a mobile or web app.

Yes, an online connection is necessary to be able to use all functionalities to their maximum potential. It is not strictly necessary to use a mobile subscription, because FacilityApps is a native app and therefore also the most important functionalities also offline. The processed forms, tasks and more are stored locally encrypted and if there is a WiFi connection again, all data is synchronized. Particularly in modern buildings, cellars and remote areas, the connection is sometimes lost. With FacilityApps, the work can always continue.

The FacilityApps app works on nearly every smartphone and tablet running on iOS, Android or Windows. There are some requirements for the software versions of these platforms (iOS7 and above, Android 4.4 and above and Windows10) and for speed, and for a good and stable user experience we prefer a good process speed (minimum of …) and at least 1 GB of working memory.

For end users, if you know how to use a tablet and/or smartphone (and this is 90% of the population older than 4 years), then you can also use FacilityApps. For end users in the field (cleaners, gardeners, etc.) we have kept the app as simple and intuitive as possible. The average user only needs a 15-minute instruction to get started.

 

For the administrator/manager who manages our package on the customer side, something more is expected. We will train, educate and support this manager, but he must be accustomed to working with computers and other software packages. On average, it takes a day to train this super user and have the first processes implemented in FacilityApps.

Yes, you can easily add or remove new users yourself. You pay each month for the users in the system, or it has to be contractually agreed otherwise.

The backend can be provided with its own logo and the theme colors can be adjusted and thus tailored to your house style. Forms that are generated in PDF can also be provided with your own logo and in terms of color theme adapted to your house style.

Support (7)

Category: Support

Yes, we use programs such as team viewer. This allows us to watch remotely and help you in this way, both in the backend (on the computer) and in the app.

Category: Support

No, FacilityApps is a cloud product and is therefore not installed locally on a server. The advantage for you is that you do not have to worry about the infrastructure, backups, updates, and the like.

Category: Support

You can submit your question, problem or suggestions for improvement to support@facilityapps.com. Then a ticket is immediately created for this in our helpdesk system. Then our employees will process that report. The urgency is directly assessed and this influences the speed of treatment: urgent matters are given priority over less urgent matters.

Category: Support
Category: Support

Yes, all software suffers from bugs, including ours. We try to solve it as well and as quickly as possible. The most important thing is that if there is a bug that prevents you from going any further, we include this as priority 1 to solve this problem as quickly as possible.

Category: Support

Yes, there are. These are described in our SLA (Service Level Agreement). Ja die zijn er. Deze zijn beschreven in onze SLA (Service Level Agreement). There are different types of incidents that are also called bugs, blockers or user questions.

  • Failure of FacilityApps in the back office within the existing functionality of FacilityApps. The response time is in any case less than 2 hours;
  • Failure of some significant functions. There is often a work-around to think of. The response time is in any case shorter than 8 hours;
  • Other errors that do not directly affect the functionality. The response time is in any case shorter than 48 hours;

 

There are also different handling options for the different types of incidents.

Category: Support

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