Q. Are the Hosting fees per user?
Yes. The monthly hosting and setup fees are all per user.

Q. Do I need to purchase software even if I’m web?
Each unique user must have an ACT! license. ACT! is a “perpetual” per user software license. That means that you purchase the software. You own your licenses. The key is that every person that will access your ACT! database must have an ACT! license.

Q. Is my data backed up?
Trilogy performs automated nightly backups both onsite and offsite.

Q. How do I get support for my installed software?
Many support requests can easily be answered with a quick e-mail or a How-to document. You can submit requests to TrilogyCRM via e-mail or by using our support ticketing system. If the support issue is more complex, it may require billable support time. Each ACT! software purchase includes 30 days free ACT! Tech support. You can reach ACT! Tech Support by phone (1-800-927-3989) with your Customer Number, which is provided with your ACT! serial numbers.

Q. What do my setup fees include?
It depends on which ACT! version you go with. With ACT! Premium for Web, the setup fees include setting up your main database on a Trilogy server. If you have an existing ACT! database, we help you backup and move that database. If you are upgrading your ACT! version, we convert the database. If you have data in a format other than ACT!, we can get your import ready file and transfer that into your new ACT! main database. We also setup your users and their security roles. Finally, we provide a unique URL for you to access your ACT! database. For Internet Sync users, setup fees include the same database setup as Web, and the creation of remote databases for your team. Trilogy provides a download link for your ACT! installation software, step-by-step instructions for FTP download and configuration of your remote databases. TrilogyCRM can provide installation and support services at an additional fee.

Q. Where is my data?
Your data is hosted on Trilogy owned, not leased servers. Our Class IV Data Center is in Columbus, Ohio. Power to the data center is backed up by a Leibert Uninterruptible Power Supply and a 200 hour diesel generator, which would ensure over 7 days of uninterrupted power. The facility is monitored 24/7, accessible only by security clearance, photo ID badge and key card.

Q. If I have a customized database, will my changes come over?
Yes. If you are staying in the same version of ACT!, you will have no changes to your database format. Layouts, Reports, Templates and all move with your database and are transferred to our server. If you are upgrading from version 6.0 or earlier, your data will be converted as well. Some Layouts and Templates may require adjustments and are typically minor. Typical adjustments are fields and their labels may need to be resized or repositioned.

Q. What if I have changes?
General changes to the database are expected. User modifications, simple drop down modifications or a field name change are typically covered in your Hosting fees. Depending on the complexity of the change request, your request may be billable. Prior to making any billable changes, an estimate of the time required will be provided. We also require your approval of the estimate before making any billable changes. To ensure the security of your database and the Trilogy servers, users are not granted access the servers or to make changes to the database schema. We also encourage our customers to leverage us as Consultants. If you are going to make a change that would negatively affect the database or could be handled more efficiently, we are here to help you make the right types of changes.

Q. How do I import data?
Web-based applications do not offer the end-user an import function. Files can be submitted to Trilogy through our Customer Support Portal or by e-mailing the file in Text Delimited, Excel or ACT! Backup format to support@trilogycrm.com. Import ready files, meaning the import file can simply be imported without additional formatting, do not incur billable service time.

Q. What if we want to setup our own server?
Many of our customers stay with us for years, some sign on for a few months. If you are growing into your solution, and don’t have the resources now, Trilogy’s hosting allows you to get up and running quickly. When you do get your internal server in place, we can help get you setup. The setup services are billable at Trilogy’s normal billable rate of $150/hour. Trilogy will provide an estimate for the Setup fees prior to your move. We do ask for written notification of cancellation 30 days in advance. At the end of your Hosting Agreement, we backup your database and make a download of your files available.