Helpdesk Authority - Frequently Asked Questions
When should I consider buying Help Desk Authority Enterprise version as opposed to the Professional version?
We strongly recommend buying the Help Desk Authority Enterprise Edition if you anticipate needing more than one of the integrated management options (i.e. PacketTrap IT, Remote Support Center, Password Self-Service, or HD Asset).
Can I use the Help Desk Authority for Windows Evaluation Copy with a Shared Database?
Yes, you may use the Help Desk Authority evaluation copy in a shared environment.
What Databases serve as the back end for Help Desk Authority?
Data can be stored in SQL or SQL Express (free edition)
Are Help Desk Authority for Web and HDAccess, hosted web solutions?
No. Both the Web version of Help Desk Authority and the web-based self service portal (HDAccess) are not hosted solutions, the applications would reside on your company’s web server.
Are your prices for Help Desk Authority help desk software site licenses?
No. A Help Desk Authority user license allows the software to be installed on one server (or PC acting as a server), at one physical location with an unlimited number of databases residing on the server. If you would like Help Desk Authority on a second server, you will need two license keys. Contact sales@dbl.co.uk or phone 0845 226 0512 for information on multiple license discounts.
Can I purchase both Web and Windows licenses? Do I get both license types automatically?
Help Desk Authority’s core tracking application is available in a Windows based version and a Web based version. You will receive BOTH Windows and Web licenses to Help Desk Authority for greater technician and end user flexibility! Users can work in the environment (Web or Windows) that best meets their needs, or can switch between platforms as needed. For example, when you purchase a five user license, you will receive a license with 5 Windows licenses and 5 Web licenses. These 5 licenses (Web or Windows) are for the same user ID's meaning 5 technicians can log on to Help Desk Authority using either Web or Windows environments.
How do I get the new HDMobile for iPhone client?
HDMobile for iPhone is free with your licensed version of Help Desk Authority. To demo or to download HDMobile, please access the application via the Apple® Application Store or iTunes®.
LICENSING
When considering licensing levels for Help Desk Authority, are "Users" defined as Named Users or Concurrent Users?
Help Desk Authority's licensing is set up for Named Users. Named User Licensing allows for agent accountability.
How is Help Desk Authority licensed?
• Help Desk Authority Professional Edition is licensed per named technician.
• Help Desk Authority Enterprise Edition is licensed per named technician plus per seat for Password Self Service, HDAsset and ExpertAssist licenses and per device for PacketTrap IT licenses.
What license quantities are available?
• Help Desk Authority Professional Edition is available in any quantity with a minimum of 2 technicians.
• Help Desk Authority Enterprise Edition includes 5 technician licenses of Help Desk Authority plus 250 seats of Password Self Service, HDAsset and ExpertAssist, and 50 devices of PacketTrap IT. Additional HDA technician licenses and PSS, HDAsset, and ExpertAssist seat licenses can be added in any quantity. Additional PacketTrap IT licenses can be added in "device packs."
Can I add Password Self Service, HDAsset, ExpertAssist or PacketTrap IT licenses to Help Desk Authority Professional Edition?
Yes, all 4 of these modules are bundled together as part of HDA Enterprise Edition but each can also be added separately as modules to Help Desk Authority Professional Edition.
Is there a migration path from HDA Professional to Enterprise Edition?
Yes, please contact sales@dbl.co.uk or phone 0845 226 0512 for migration pricing.
Is an evaluation license available? What restrictions does it have?
Yes a 30 day evaluation license is available that will allow for recording up to 200 issues and discovering 10 workstations with HDAsset.
PLEASE NOTE: EXTRA TECH LICENSES FOR HDA PROFESSIONAL CAN ONLY BE PURCHASED IF YOU HAVE ALREADY BOUGHT HDA PROFESSIONAL (2) TECH LIC LICENSE
DEMO/WEBINAR OF HELP DESK AUTHORITY AVAILABLE, Contact Sales@dbl.co.uk or phone 0845 226 0512 for more details
Enhanced discounts available for Government and State Healthcare, Charities and Education, please contact sales@dbl.co.uk for more details.
PLEASE CALL 0845 226 0512 OR EMAIL SALES@DBL.CO.UK FOR CO-TERM PRICES
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