FAQ

General

• How do I sign up?
  Start saving today by calling your dedicated Account Manager to open a Sales Order Processing agreement.
• Can I start using the solution right away?
  Yes. Open a Sales Order Processing agreement and your account is automatically created. You will receive an email with your username and password. Simply log onto Document Manager and begin receiving your orders via mail, fax, and email today.
• Can I have access to orders from another computer?
  Yes. Sales Order Processing is accessible anywhere in the world.
• How much does it cost?
  Esker Sales Order Processing pricing is based on how much you use. More specifically, on your monthly volume order. Your monthly fee includes subscription and traffic fees. The initial engagement depends on the complexity of the solution you need. Discounts based on a minimum volume commitment are available.
• Can I change from an on-demand solution to an on-premise one?
  Yes. Documentation and a Sales Order Processing agreement are required.
• Do I have to provide a minimum amount of orders?
  No. However, the contract can include an invoicing minimum according to a minimum volume on which your company makes a commitment.
• Is it necessary to have a DSL or a cable connection to use the SOP solution?
  It is strongly recommended. You are transferring your documents via secure Internet. If the 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 Sales Order Processing is fully compatible with Internet Explorer 6.0 or above, Google Chrome 4.1 or above and Mozilla Firefox 3.0 or above
• How does the Sales Order Processing connect my company to Esker?
  When receiving an order, you communicate securely with the Esker hosted Sales 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 most customers' core business hours, and customers are pre-informed via e-mail of such upgrades.

• My company has existing security policies and procedures for its IT infrastructures. Can you integrate with them?
  Esker Sales Order Processing complies with common IT infrastructures. At the time of installation, Esker Professional Services provides a full assessment of your system and works with you to ensure that your requirements are met.
• Are there any issues with firewalls?
  In order to transmit documents through your company's firewall, port 443 must be open.
• Can I have a trial of the solution? 
  Contact your sales representative to arrange for a trial.

Security

• Are my documents secure?
  Yes. All files are transferred by secure Internet using HTTPS. Esker Sales Order Processing utilizes SSL 128 bit encryption, considered the safest on the market, and the norm for banking transfers.  With Esker Sales Order Processing your documents stay in your business.  For more information, view Our Commitment.
• Is my information protected?
  The server platform supporting Esker Sales Order Processing is hosted in data centers and monitored 24/7. These secure server data centers are climate-controlled for temperature and humidity, with backup generators meeting all fire and safety regulations. 

Support

• What do I do if I have a question or there is a technical issue?
  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. You can also contact a Technical Support expert on a 24x7 basis by purchasing a 24x7 Technical Support contract. For an additional monthly fee, the on-demand 24x7 Technical Support team addresses complete software outage due to software problems (which can have a critical impact on operations).