What does Exact do about its environmental responsibility?
Exact feels very strongly about its environmental responsibility. For our Exact business software, we don't waste any material on cardboard product packaging, plastic set-up DVDs or printed manuals.
Our online business software takes account of - and encourages - the new world of work. Having to travel to the office by car is no longer a necessary evil. Even the accountant can stay at home. Everyone can log in online from anywhere and get to work.
Exact enables paperless online accounting, online banking and both digital and e-billing. Even the archive can be stored in the cloud. That's a fair few trees saved from the chainsaw.
For data storage of Exact administration we use two British data centres at Rackspace which are close to London. In addition to that, part of the data for the Netherlands and Belgium are stored at Microsoft Azure with data centres in Ireland and the Netherlands.
What is the situation regarding the privacy of my data?
Although all data is stored in the UK, Dutch law applies to your data. This is because we have agreed to the hosting contract under Dutch law with Rackspace International GmbH in Switzerland. Our relationship with this hosting provider therefore falls under Dutch law. Moreover, you benefit from strict European privacy legislation. You always have ownership of your data. Data will not be shared with third parties. A small part of the data is stored at Microsoft Azure Ireland and the Netherlands. To be sure that they meet the valid privacy legislation, we have agreed on various privacy contracts. This has been done to ensure that our relationship with this provider also falls under European law and you also remain the owner of your data. These cannot and will not be shared with third parties. Your data is safe with us.
Have I got access to the emergency back-ups from the data centre?
The creation of emergency back-ups of your data by the data centre occurs entirely automatically. Unfortunately, due to security reasons the data centre CANNOT provide you with emergency back-ups. Instead, please create your own back-ups. In order to do this we suggest you review Exact´s help documentation.
Who has access to my data?
Apart from yourself and your accountant no one has anything to do with your administration. That is why we have ensured that – besides a strict limited amount of system managers, which are highly qualified – no one else can access your data.
Are my payment details safe with Exact?
Exact works with Adyen to make payments as secure as possible. We do not store any credit card information in our databases. The details you enter when you sign up are highly encrypted. And Adyen meets the highest standards of security and stability: their payment platform is certified PCI Level 1. Read more.
Which certificates has Rackspace been awarded?
Rackspace holds ISO 27002 , ISO 27001 and PCI certifications among others. In addition to this, it holds the ISAE 3402 type 2 and SOC 3 reports. Here you can find the extensive list of Microsoft Azure certifications.
How is the connection with Exact encrypted?
Logging in and working in Exact can occur only with a secure connection. This HTTPS connection is used globally by banks, governments and security services, for example. The connection is encrypted via an encryption key and with the assistance of an SSL certificate from COMODO CA Limited. This is a reliable and internationally recognised certification authority (CA), a gatekeeper for issuing this type of certifications.
Do you also offer tokens and how does it provide extra security?
Exact supports logging in with a token. This is an optional support system that we offer. A token is a unique, continually changing code which is generated with an Exact Digipass. This happens every 30 seconds.
During the log in this extra code is requested in addition to the username and password. The Exact Digipass – a device merely the size of your thumb - is personal. This allows only the carrier to log in.
Put simply, even when someone figures out your username and password, that person cannot log in. Contact us to apply for your very own, unique token.
What does it say in your terms and conditions about Exact’s availability?
In article 14 of the terms and conditions everything about the availability of Exact is explained. We aim for a minimum of 99.6% availability monthly, not including planned routine maintenance (read more about this below). 'Availability' is defined as the time in which Exact is available on the internet via the URL made available by us. Once every minute we determine by way of control tools whether the system is available. We post the availability statistics of the current period and previous periods on our website.
When do you carry out maintenance on Exact?
Exact is continuously being expanded and updated. We do this at night to ensure minimal disturbance for our users. We always announce major maintenance well in advance. This way the stability and reliability of our online business software is not compromised. For the specific times and how we announce maintenance please refer to this information.
What does Exact’s infrastructure consist of?
Exact’s infrastructure consists of web servers, database systems and network components, among other things. These are redundantly equipped with automatic failover. Everything is therefore backed up double and even triple. Should anything go unexpectedly wrong, a reserve system automatically kicks in, without you even being aware of it.
By what standards is Exact’s speed measured?
The speed of our service is naturally of great importance. That is why we carry out daily simulations. We start various processes from measurement points in the country where the service is offered. So, in the Netherlands for Exact Netherlands. When measuring Exact's speed we look at, among other things, the programme's response time and the download times for pages and data.
Which method is used to test Exact's speed?
We measure according to the Outside-In method. Basically this means that we test from our users' perspective. This has the advantage that we instantly detect a possible decrease in speed. This allows us to promptly intervene and guarantee a reliable, stable service.
Which new technologies do you apply for optimising?
One of the techniques we use is a state of the art caching technique to improve Exact’s speed. In addition we use the fastest technology currently available for data storage.
What exactly is the Secure Online project?
The objective of Secure Online is the development of a quality mark for online administration software. All suppliers who are awarded this quality mark have proven that their online software is easy, safe and reliable. We work together with tax authorities, other software suppliers and the ECP-EPN: a platform where government, businesses and social organisations can exchange know-how.
How is Exact availability guaranteed?
To guarantee the availability of Exact there is a filter that monitors all the online traffic. Should there be an attack to take down Exact, the traffic doing so will be blocked and denied access ensuring that Exact always remains online.
What is a webinar?
A webinar is an online seminar that can be followed from anywhere. From your laptop at the office, with the tablet on the couch or on your smartphone on the go. An expert gives a short presentation including a product demonstration. Visit exactonline.co.uk/exactwebinars for an overview of what we have to offer.
What is the difference between a live webinar and an on-demand webinar?
A live webinar has to be followed at a specific time online. Follow a live webinar when you wish to ask the expert questions via the chat function. Visit exact.com/uk/exactwebinars for an overview of all our live webinars. You can follow an on-demand webinar from anywhere and at any time online. We offer this only in certain situations.
Configuration and Training
Who are the Exact consultants?
These are experts that are completely familiar with Exact. They know exactly how to arrange and handle Exact. Getting them involved gives you a good start. It makes a real difference if you don’t have much time to do everything yourself and you want to make the most of what Exact has to offer you.
Does the consultant consider optimising my current company processes?
Of course they do! On the first day the consultant visits you, you discuss the current way of working and how you want to set up Exact.
What is Configuration and Training?
Configuration and Training should be perceived as a standardised consultancy package. We designed this package for our customers so that Exact is clear from the word go, without surprises after the fact and for a set rate.
I am not a customer yet. How can I order Configuration and Training?
By signing up for a subscription. When ordering, you indicate whether or not you want to have Configuration and Training as well. Compare all subscriptions on the pricing page.
As a customer, can I order Configuration and Training as well?
Yes of course you can! Through Exact. Let’s say you want to switch to another Exact subscription, our consultant will talk you through it step-by-step. This will save you a lot of time and you know for sure that everything is designed accurately.
I have requested Configuration and Training, now what?
In view of the amount of requests we receive, we aim to contact you within five working days. A consultant will call you to schedule an appointment.
How should I prepare for the visit from the consultant?
Before the consultant visits it is important to prepare the following issues. Otherwise the consultant cannot do what you would like them to do.
If you switch from another package then this transfer must be ready before the consultant arrives.
If you want to adopt data from your former subscription, be sure to fill in the Excel files you received from Exact Online before the consultant comes.
It is useful to have examples of your current quotes, invoices, packing slips, etc., ready. Whether that is a PDF file or a printed copy. The consultant can create the Exact layouts much quicker.
To be able to design a professional layout with Exact, we will need your logo. The preference would be a PNG or JPEG file without a transparent background, a minimum of 300dpi and it should not exceed the maximum file size of 500kB.
What is the next step? Is there a step-by-step guide for Getting Started?
Depending on the length of Getting Started that you have ordered we will work as follows. Please note: this is an example scenario. Your own agenda/step plan may look different.
What the consultant does:
The consultant visits you to discuss the current state of affairs and how you want Exact to be set up. An agenda/step-by-step guide is created based on this meeting and the Getting Started package that has been ordered.
Because Getting Started is a standardised package, our consultant is unable to help with some matters, for example, links with partners or subjects that fall outside those concerning Configuration and Training. Such instances are considered extra work. Should you like to be assisted with extra work, Exact will invoice you based on the actual hours worked.
When we speak of layouts we are referring to Exact layouts. These can differ from your current layouts. A Microsoft Word template falls outside the scope of the Configuration and Training.
If you do not have a PNG or JPEG file of your logo, we also support the following formats: BMP, GIF, JP2, JPG, TIF, TIFF.
Day 2, 3 & 4 (Depending on the Getting Started package)
What the consultant does:
The more advanced features are set up, depending on the Getting Started package you ordered.
Furthermore the consultant explains to a maximum of two people how to work with Exact. Please ensure that they are present.
Last day: layouts
What the consultant does:
The last day depends on your Getting Started package. On that day the consultant designs your layout remotely, so not from your office.
The consultant supplies all relevant files by email at the end of the final day.
At the end of the final day the consultant also sends a brief visit report. This will include all topics discussed and possible comments.
In addition you will be invited to complete a short survey about your experience with our services.
You are entitled to one revision per layout per Getting Started package. With that we are referring to aligning image and/or text and adjusting content.
After the layouts have been delivered, you have five working days in which to provide us with feedback for the revision. Should we not receive any contact from you within these five days, we will assume that you are satisfied with the end product.
I am unavailable/the scheduled days are not suitable. Now what?
Postponing set appointments is possible up until three working days before the planned appointment. If you do not cancel on time, we will unfortunately have to bill you for our time. Be sure to contact us on time!
What is the time duration?
The allotted time includes preparing the agenda, visit report and whole days including lunchtime.
What is the maximum time in which the Getting Started package should be completed?
The Getting Started package must be completed within three months after ordering.
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