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Automated Sales Order Processing Frequently Asked Questions

General

How do I sign up, and will I be able to use the solution right away?
To sign up, simply contact Esker to open an order processing service agreement. Once you receive the email with your username and password, you can log into Document Manager — a web-based interface, and begin receiving your orders via mail, fax and email immediately.
May I have access to orders from another computer?
The solution is accessible from any computer, anywhere in the world.
How much does the solution cost?
Pricing for the Esker Order Processing solution is based on how many orders you process; specifically, your monthly order volume. The fee is monthly and includes subscription and traffic fees. The initial engagement depends on how much customization your business requires. Subscription fees vary based on your order volume.
Do I have to provide a minimum amount of orders?
No. However, your contract may include an invoicing minimum according to a minimum volume to which your company has committed.
Is it necessary to have a DSL or a cable connection to use the Esker Order Processing solution?
Yes it is required, as you are transferring documents via secure Internet. If your documents are very large, you may run the risk of a slow connection when using a 56k modem.
Which Internet browsers are compatible with the solution?
Esker Order Processing is fully compatible with Microsoft  Internet Explorer 8 or 9, Google Chrome 9 or higher, and Mozilla Firefox 10 or higher.
How does the solution connect Esker to my organization?
You transfer your orders to the Esker platform using a secure connection. Users within your organization communicate securely with the Esker hosted order processing service via Document Manager, using HTTPS and a unique user ID and password.
How do you perform software upgrades and system updates?
Scheduled system and software upgrades are performed outside of customers’ core business hours and customers are informed via email in advance of all scheduled upgrades.
My company has existing security policies and procedures for its IT infrastructures. Can you integrate with them?
The Esker Order Processing solution complies with most IT infrastructures. At the time of installation, Esker Professional Services (PS) provides a full assessment of your system and works with you to ensure that your requirements are met.
Are there any issues with firewalls?
To transmit documents through your company’s firewall, port 443 must be open.
Is it possible to test the solution?
Please contact an Esker sales representative to arrange for a trial.

Security

Are my documents secure?
Yes. All files are transferred by secure Internet using HTTPS. The Esker order processing solution utilizes SSL 128 bit encryption, considered the safest on the market and the norm for banking transfers.
Is my information protected?
The server platform supporting the Esker Order Processing solution is hosted in data centers and monitored 24/7. These secure server data centers are climate-controlled for temperature and humidity and feature backup generators which meet all fire and safety regulations.

Service availability

How can I be sure your service will be available when I need it?
Esker guarantees up to 99% service availability. Each of our server platforms uses high-availability cluster technology offering internal redundancies to counter any possible hardward failures. The platforms in North America and Europe are capable of backing up one another, guaranteeing that your documents are transmitted on time.

Support

Who do I contact for technical support?
Esker offers a complete online library of templates and resources. Technical support is available by email (support@esker.com) and phone 1-800-368-5283. 24/7 technical support is available if you purchase a 24/7 tech support contract (for an additional monthly fee).

 

 






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