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FAQ – Most common questions when considering and starting up with Chainformation

Costs and licenses
What is a Unit license?

A Unit is the same as an operating unit/address in your business, eg shop, restaurant, office, site, franchisee. Each Unit employs people who in Chainformation are called Colleagues. You activate and manage all colleagues/user accounts on each Unit.

Can Chainformation invoice our units/stores/restaurants?

No, Chainformation can only have a license agreement with one counterpart and it is always the central organization/brand owner.

What happens if there are more than 20 users on a unit?

The system calculates the number of active user accounts on each Unit monthly. Those Units exceeding 20 user accounts during the previous month are automatically upgraded to the next level, e.g from Small to Medium or Medium to Large etc. The additional cost being charged is specified in your agreement. You will thus only be charged extra for those Units having more than 20 users and only during the months this is relevant.

Do we need to add all user accounts manually when we start?

No, if you have many users there is an import feature that will create all user accounts automatically when you import the Excel file. You MUST however use the specified Excel template provided by Chainformation. Contact Chainformation support for assistance.

How do we add or change units/licensens?

You do this under the menu Our organization then Colleagues or Units. You can choose to, for example, let your local managers handle their staff’s user accounts.

Who in our organization can add Units and licenses which create costs?

You decide this yourself by specifying these rights for the Roles you choose in the setup. Example: the Role SuperAdmin, must have rights in “Organization Manager Centrally” set to Administrate. The role of Restaurant/Store Manager should have Organization Manager locally set to “Write”.

How is our monthly cost calculated?

You have a base price, as a minimum cost, which includes a number of Unit licenses. How many are specified in your Agreement. In addition to the base price, you will be charged a fixed license and service fee per month for each additional Unit you have activated in Chainformation. You activate and manage new Units yourself. “Menu/Our organisation/Units”

Features and services
Are there limits to how many files, images etc. we can store?

No, there are no technical restrictions other than that we recommend that you do not upload single files or batches of multiple files larger than 900MB in the same upload. This does not apply to videos, which can be up to 3GB/file 

A certain storage volume is included in your Agreement, if you upload more than what is included, you will be charged a small additional fee and it’s not a budget breaker. If you don’t want to pay for extra storage, you can easily clean out the file library and the fee will be gone next month.

Can we get our own customer unique URL/login address?

Yes, it is possible to have your own unique domain. Contact Chainformation support for details.

Can we set our own email as the sender for email notifications sent to users by the platform?

Yes, under Menu: Global Settings you can specify your own e-mail server as the sender and thus choose which address to send out. This is highly recommended since it will reduce the risk of messages being caught in spam filters.

We need a special function or feature in Chainformation, can we order it?

No, Chainformation does not develop features or modules for individual customers. If you have very specific needs, we suggest that you contact a web agency/developer who can build what you need and then integrate this with Chainformation via API (see section on integration below) Many customers have built very successful integrations with self-developed modules.

You can also send a request for a certain functionality to Chainformation support. We collect all customers’ requests and when there is enough request for the same type of functionality, Chainformation can decide to prioritize  and develop it as a standard function. A standard function will be made available for all customers. This creates a powerful eco-system where all customers benefit.

Why does the app have to be called Chainformation, can't we use our own brand?

No. Neither Apple nor Google allows an app to have different names and icons. It is far too costly and complex to maintain completely unique apps for customers, it would increase the customer’s costs by hundreds of Euros per month. As soon as a user has logged on, the app is customer unique.

Help, support and upgrades
Does it cost anything to get support?

Most Agreements include free support for Chainformation’s standard functions, this is stated in your Subscription Agreement. We have very limited options to provide support that is not related to the Chainformation core platform. If, in rare cases this can be managed it’s charged according to the current hourly price list.

How do we get support?

Support is provided to those who are centrallyresponsible for the Chainformation platform in your organization. Chainformation does not offer support to your end users.

If you have a support case, send an email to support at chainformation dot com or fill out the “I need help” form in the system (question mark at the top right). The recommended option for the fastest possible support is the latter.

Support is available during normal work days Mon-Fri 8am – 5pm CET.

Support is only provided for Chainformation standard functions, not for customized solutions, integrations, hardware or third-party applications. Support cases are prioritized by Chainformation, but we try to handle all requests as fast as possible.

In the Chainformation video library, there are user manuals for all functions.

How does it work with upgrades?

Chainformation continuously develops the platform with new and improved functions, both for browsers and apps. Upgrades and service releases are automatically rolled out to all customers and you do not have to do anything. A couple of days before an upgrade, there will be a message at the login box and inside the platform informing about the date and time of the update.

In cases where it is considered necessary, we send out emails with instructions and manuals on new functions. This is sent to the people who are SuperAdmins on the platform.

What do we do if an error or bug occurs?

Send it to support at chainformation dot com or use the help function in the platform (recommended). Describe the error as detailed as you can, if possible also attach a screenshot. Support will contact you if they have any questions, to let you know that the problem is resolved or the expected time until a solution is in place (depending on how serious the error is).

Integration and connections
Active Directory/LDAP

There is an integrated AD connector to synchronize all users and logins with an existing AD registry. To activate the AD connector, you need to contact Chainformation support. There may be additional costs for customization.
Technical integration with Chainformation is performed by the customer’s technical consultants with support from Chainformation.

API

The Chainformation platform is built on internal APIs and this means that you can both read and write data for all functions in the platform. To access the API, you need to contact Chainformation support to get a so-called API token and addresses to the various public APIs that exist. Transaction costs and volume restrictions may be incurred depending on how many requests are to be made.
Technical integration with Chainformation is performed by the customer’s technical consultants with supportfrom Chainformation.

Can we connect or integrate Chainformation with other systems?

“Integration” is a very wide and unspecified concept, but the short answer is yes, you can connect and integrate to/with Chainformation in many different ways. All types of integrations are customer-unique projects and are not covered by the free support. Chainformation can help in these projects and time spent is charged according to current price list.

Iframe/embed

Embedding so-called Iframe code means that you can view other web pages or web services integrated on a Page in the Chainformation platform. This offers a very large selection of opportunities to add features and services. It is very easy to insert Iframe code through the built in “Embed code” feature. In the text editor, select the function “Embed code“, then paste the code in the lower field and save.

Examples of web apps/functions that can be inserted with Iframe:

SSO, Single Sign On

In cases where Chainformation constitutes the master database for all users and identities in your business, this can be used to control login to other third party systems, platforms and services. Users then only need to log in to Chainformation to access the underlying systems with one click.
To activate SSO connections, you need to contact Chainformation support. There may be additional costs for customization.
Technical integration with Chainformation and third-party systems is performed by the customer’s technical consultants with support from Chainformation.

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