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Frequently Asked Questions
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Q: Is there a termed agreement with Autotask Go!?
A: Autotask Go! is a month-to-month service with no termed agreements or penalties for cancelling.
Q: Do you support Macintosh?
A: Autotask has been optimized to support only Internet enabled Microsoft Windows based operating systems.
Q: Which Web browsers does Autotask support?
A: Autotask Go! and Autotask Pro have been designed, tested and optimized to leverage functionality available only in Microsoft Internet Explorer. Firefox, Opera, Safari and other popular browsers may have limited functionality and unpredictable results.
We have heard from some of our customers that it is possible to extend the functionality of Non-Internet Explorer browsers to work with Autotask, however we have not tested these plug-ins nor do we support their use.
Q: Does Autotask LiveMobile support Blackberrys and iPhones?
A: Autotask LiveMobile, similar to Autotask Go! and Autotask Pro, is an Internet hosted application, requiring a web browser for use. Autotask LiveMobile has been tested and is supported on the most popular Internet enabled handheld devices including Blackberrys and iPhones. However, due to the pace at which new devices arrive on the market, it is best to check with us before you decide.
Q: Is it possible to add more than 3 users to Autotask Go!?
A: It is not currently possible to add any more licenses beyond the 3 included.
Q: Can I upgrade to Autotask Pro?
A: Absolutely. We have specifically designed Autotask Go! as a platform to grow and evolve as your business does.
Q: Do I lose my data when I upgrade to Autotask Pro?
A: Absolutely not. As part of our plan to help grow your business we are able to preserve all of your data without the need for any migration or manipulation on your part. Once you have made the decision to upgrade, the process is painless and transparent.
Q: Am I able upgrade to Autotask Pro and what does it cost?
A. You can easily upgrade to Autotask Pro, and get preferred upgrade pricing, if you have been an Autotask Go! customer in good standing for 90 days. If you are not using Quickbooks integration, the upgrade fee is approximately $595 with a monthly fee of $275 which includes 5 user licenses. If you are going to continue to use the Quickbooks integration, the upgrade fee is approximately $695 with a monthly fee of $295 and the 5 user licenses.
Q. Why is there a lower upgrade price? If I know I want Autotask Pro, can I get a better deal by first signing up for Autotask Go!, and then just upgrading?
A. Our reduced upgrade pricing is designed for companies that have been using Autotask Go! for 90 Days or more and have already "self-implemented". Training and initial support will be focused only on the more advanced features of Autotask Pro and should be easier, allowing us to pass on this special pricing. NOTE: If you do choose the upgrade path, you will not be entitled to free instructor-lead training. You may, however, save some money during your initial "learning period," but remember that Autotask Go! is limited to three named users.
Q. How do I Upgrade?
A: The best way to upgrade from Autotask Go! to Autotask Pro is by clicking on the "More Info" link found inside of Autotask Go! when encountering an advanced feature designated with a Blue Star. This will allow us to assign you a dedicated representative to guide you along and help answer your questions. Alternatively, you can call our main number: 518-720-3500 and press 1 for sales. Tell the Business Development Representative who takes your call that you are an Autotask Go! customer and interested in upgrading.
Q. What if I want to upgrade before 90 days?
A. You may switch products before 90 days, and any data or configuration changes you have made will be preserved. But you would be subject to the full Autotask Pro start-up costs of approximately $990 (Quickbooks integration additional) with a base monthly fee of $275 which includes 5 user licenses.
Q: I see that there are database templates to help me use Autotask Go! Can I add one of these templates at a later time?
A: Because these options are database templates, they can only be issued at the time of order provisioning and not on to existing databases. Although it is possible to add them your account after your initial order, it does require that we delete your current database first, thereby losing all of your data and starting over.
Q: Can Autotask export all of my data?
A: We are able to export your entire database into a number of formats, including a SQL Dump, Microsoft Access, CSV and more. It is important to note that this is RAW data without any functionality and is provided to you without any support from Autotask. It is intended to be imported into your own functioning database. We typically upload the exported data to our secure FTP site for you to download, but we can also burn it to a CD/DVD if requested. A fee will be applied per export requested.
Q. What if I want to cancel Autotask Go! and get my money back?
A. We want to make sure that you have enough time to get our software up and running, and to see for yourself how much billable time might be leaking through the cracks and how much faster you can invoice your clients. That's why we give you a full two months to use our software under our exclusive Satisfaction Guarantee. Here's how it works:
During the first 60 days of Service we will work with you to get a basic workflow set up so that you can be effectively using our software and getting immediate benefit from it. As part of this process, we will provide you with:
- A 2-hour web-based group implementation session
- An 8-Step, self-help Autotask Go! Training and Implementation Program that will cover:
- Administrative configuration
- Setup of Customer Accounts
- Setup of Contacts
- Creation of Service Tickets
- Setup of QuickBooks integration, if applicable
After going through set-up, implementation, and actual use of our software, if you are not satisfied with it, simply notify us in writing within 60-days of your original purchase. See contract Terms of Use for complete details.
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