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Below are answers to some of the questions most frequently received by our tech support and customer service teams. If your question is not listed, or if you would like additional information, please feel free to contact us. Account Information Is there a free trial period? Yes, you are not charged for the first 30 days. You can cancel at anytime during the first 30 days at no charge. Will I be tied in to a long-term contract? We don’t believe in tying our customers down with long-term plans or commitments. Accounts can be immediately cancelled at any time. What payment methods do you accept? We currently accept all major credit cards, including Visa, Mastercard, American Express and Discover. Sorry, but we do not accept checks or any other form of payment at this time. Are there any additional charges? There are absolutely no hidden charges. You’ll pay only the prices stated on the account sign-up page. However, some text messaging and data services costs may be incurred through third-party wireless vendors. Check with your provider for more details. Can we pay in advance for several months, or a full year? Sorry, we only offer monthly billing at this time. Why was I charged within the first 30 days? There are two possibilities: * You weren’t actually charged. We conduct an authorization on each client credit card, to ensure that the card is valid and there is enough credit available to cover monthly billings. So, it is possible that what you are seeing on your statement is the result of this authorization process, not a charge. Authorizations are typically removed from accounts within a few days of validation. Please check with your credit card company. * You upgraded your account. When you upgrade your account, your free trial period automatically ends. Your paid account goes into effect immediately, and you are billed for your first month’s charges. What is your refund policy? Once your free trial has concluded, and you have upgraded to a paid account, we do not offer any refunds for payments that have already been collected. You will be billed for your first payment 30 days after you sign up for our service, and then each month afterward. If you cancel before you receive a bill, you will not be charged for that month. If you cancel after a payment has been posted to your credit card, we can stop future monthly bills, but will not issue any refunds. General/Technical Information What hardware and software do I need? FieldViewHQ is hosted on high-performance dedicated Web servers, so you don’t have to purchase or install any equipment. All you need to get started is a current Web browser, such as Safari, Opera, Internet Explorer 5.5 or higher, or Firefox. It also works with WAP browsers on cell phones, as well as smart phone browsers on Treo, Blackberry, and similar devices. What additional privileges does the account owner have? The account owner is the only user that can access the “Account” page. From this page, they can upgrade or downgrade the service, change billing information, access invoices, or cancel the account. I have signed up. Why can't I add work orders? The Admin account is simply for you to manage your account. It cannot add work orders and doesn't count towards your user limit. You need to add users from the Admin page. How do I change the owner on my account? The account owner can be changed from the “Account” page. Can we install FieldViewHQ on our own servers? FieldViewHQ is offered both as a hosted solution as well as a customized solution. We maintain the servers, manage security, and oversee all upgrades and improvements, so our clients don’t have to worry about technical issues when they host with us. Customers wishing to host FieldViewHQ on their servers can contact us at support@fieldviewhq.com for details. How do you keep data protected? All data is backed up nightly, and instantly written to multiple disks. Our hardware is also fully redundant, so system performance and availability will be fully maintained, even in the event of a disk or server failure. Additionally, we can perform a full backup recovery if a system-wide emergency were to occur. These techniques have enabled us to reach uptime levels of over 99%. Privacy and Security Information Will you ever use the email addresses associated with my account? Like you, we find spam to be offensive and annoying. So, we follow a strict policy that prevents us from using or sharing your email address, for any reason, without your full permission.
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