Frequently Asked Questions about Licenses and Subscriptions:
What is the difference between Hosted and Non-Hosted Solutions ?
With a Hosted Solution LABTrack LLC installs the LABTrack ELN software on a server provided by Rackspace Inc. at one of its many data centers. Also running on this server is a Microsoft SQL Server 2005 database and all of the other software required to host the LABTrack ELN software. Hosted Solution customers are provided secure access to their LABTrack software via VPN. Backups and maintenance are performed on the server by Rackspace and LABTrack LLC personnel. With a hosted solution LABTrack customers need only to install a VPN client on their users computers. LABTrack and Rackspace create the user accounts needed. LABTrack customers can create as many notebooks, projects and templates as needed. A hosted solution is the perfect solution for companies with limited or no in-house IT personnel and/or resources available.
A Non-Hosted Solution includes only the software and support. LABTrack provides a link to download the ELN software and the customer is responsible for installing it on their own server(s). The non-hosted solution customer also must provide the database and all other required software and hardware.
Have Other Questions?
Please contact us at info@labtrack.com. We would be pleased to answer any questions that you have.
How Secure are Hosted Solutions ?
Hosted solutions are very secure. LABTrack LLC and Rackspace Inc. take every precaution necessary to ensure that only the LABTrack customer and the appropriate LABTrack and Rackspace personnel have access to the customers hosted site. Only LABTrack and Rackspace personnel have access to the database server. Backups of customers databases can be stored on the customers own computers and backup media if desired.
Rackspace Inc. employs and follows very stringent access control procedures. In many cases these procedures are better documented and enforced than at many internal corporate datacenters.
Of course there can never be a 100% assurance of inappropriate access the same as with an internal data center. But with a Hosted Solution implementation you know that industry best practices are being followed and documented.
How is billing handled ?
Subscription billing is typically automatically charged to a credit card or bank account. Once purchased the subscription customer is sent an email listing the automatic renewal date. Subscription customers may cancel any time up to this date. The subscription will be automatically billed on the renewal date for the following month.
How do I cancel a subscription ?
The person who ordered the subscription or an authorized representative of the organization may cancel a subscription by simply sending an email to sales@labtrack.com with instructions to cancel the subscription and a telephone number so the request can be confirmed.
Subscriptions can only be canceled by the same person who ordered the subscription or a verified representative of the organization.
Do I have to sign up for PayPal ?
No. On the order page, click on the "Use your credit card or bank account (where available)" link and this will prompt you for your credit card or bank information without having to sign up for PayPal.
Alternatively you may call us at (949) 581-9004 and we can process your order over the phone.
What is the difference between buying a Perpetual License and a Subscription License ?
A Perpetual License requires that you pay a one time fee to use the LABTrack software. This fee is paid only once, at the time of purchase, after which LABTrack LLC grants you a license to use the software for as long as you wish.
A Subscription License involves a regularly billed fee that you pay to use the LABTrack software. Subscription licenses are also often refered to a Software as a Service (or SaaS). You can cancel a subscription and thereby pay only for the time that you use the software or services. LABTrack's non-hosted subscriptions can be canceled at at time. Hosted solutions can only be canceled after 1 year.
