Support

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Welcome to the Seveno Support Center. Your data applications are critical because you rely on fast and easy access to the information you need to make informed natural resources management decisions. At Seveno we take support seriously which is why we offer you a range of ways that you can get help if you need it.

Contents

Tutorial and Help Files

DataSight User Manual (V2.9)

Individual DataSight Help Files

Email Support

Online Support

Forum

  • Use the Seveno Forum to communicate with other users. View solutions to common issues, tips, instructions and trouble shooting.
  • The forum was created to establish an open, international discussion of Seveno products users from all facets of the environmental industry. Share your own knowledge and experience and learn from others. Join in the discussion, find out more about product capability or get an answer to your questions.

Online Talk

MSN Messenger

Ongoing Product Development

  • In addition to product support Seveno is committed to ongoing product development by way of regular Updates and Upgrades.

The difference between updates and upgrades

Product UPDATES

  • Seveno is releasing regular product updates which add small functional enhancements and fix bugs.
  • Maintenance updates are signified by minor version number increments. For example, a maintenance update from version 2.0 would be 2.01, 2.02, etc.
  • To check what version number you are currently using, click on the Help, About menu for the product. You can then logon to the Seveno website and check what updates are available to download.
  • If you connected to the Web while running DataSight, you can also click Tools, Check for Update on the DataSight Menubar. This will give you the option to download and install the latest update.

Product UPGRADES

  • Upgrades are made generally every 12 months. Upgrades are revisions that involve extensive development work to provide significant enhancements to a product.
  • Upgrades are often accompanied by new documentation and are signified by an increment in the version number following the decimal point. For example, an upgrade from version 2.7 would be labeled 2.8. Upgrades are free for users who have subscribed to the Seveno Upgrade Protection Plan. Otherwise they are purchasable.

Upgrade Protection Plan (UPP)

  • On payment of an annual subscription for each Seveno product, you receive free full version upgrades of that product for 12 month period following UPP purchase. You can buy UPP with the software, or later through your nearest distributor. If you don’t have UPP you can still purchase upgrades through your distributor.
  • Upgrade Protection is priced at of 15% of the recommended retail price of the software.

FAQ

Please note that all questions are applicable to DataSight Enterprise Edition only.

Which Microsoft SQL Server versions are supported?

  • DataSight works with MS SQL 2000, 2005, 2008 and 2008 R2

Can SQL Server run on a Virtual Server?

  • Yes it can run on a VS.

How much physical space will it need? Is it ok if the data files reside on a SANs drive?

  • Empty database only requires 10MB initial space. DataSight has a flexible data table structure, depending on the data imported by users database grows. We have several client databases between 100MB and 10GB. We tested DataSight with 500GB database.

What OS is supported for the Client Application? (Is DataSight compatible with Windows 7?)

  • DataSight supports Windows 2000, Windows XP, Windows Vista and Windows 7.

What type of user permissions does the application require to run?

  • The installation and registration process requires administrator rights on Windows operating systems. Following registration it does not require any administrator rights.

Does the application run on the clients PC or does it need to run on a dedicated server?

  • The DataSight application runs on the client PC. It does not require dedicated server.

What is the recommended architecture?

  • DataSight is a Client/Server application. DataSight Enterprise requires an MS SQL server and client computer which runs Windows OS listed above.

Does DataSight require a license server?

  • It does not require a license server.

What is the IT support needed to install and configure DataSight?

  • Client Side: DataSight installation and registration on the client computer requires administrator rights. Normal usage does not require administrative rights on the client computer.
  • SQL server side: DataSight has a additional tool to create a new DataSight databases and manage users. It requires administrative rights on the SQL server to create a new database and new SQL users, to grant existing SQL or domain users to DataSight database.
  • DataSight also has a built in application security to enable application administrators to enable and disable modules in application to users or user groups created in DataSight. This feature does not require administrative rights on the SQL server or specific DataSight database.
  • DataSight users require read/write permissions on the DataSight database located on the MS SQL server. Some of the features of DataSight require the user to have db_owner privileges on the specific database.

How often are patches / upgrades released? What type of IT support is required to implement the upgrades?

  • Seveno periodically release patches and upgrades. If a patch includes a bug fix or problem resolution that requires immediate release Seveno release it as soon as the problem is resolved.
  • Seveno aim to release upgrades every quarter (depending on the new features or improvement of the existing features).
  • Most of the patches and upgrades require reinstallation of the software (but do not require the registration).
  • If there is a database upgrade the user must have db_owner rights on the database during the first run of the application - following reinstallation of the software.
  • Clients require “annual upgrade protection” to be able to get updates and upgrades. This annual fee covers clients for any patches, bug fixes and new version upgrades during that year.

What hours of support do Seveno provide? Is support by phone, email, or both?

  • The first line of support is via email at info@seveno.com. Seveno aim to respond to emails as soon as possible - within 24 hours. If the issue requires immediate attention we use phone, email or online support via GoTomeeting.
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