Frequently Asked Questions
- The on-site installed model will have an upfront capital cost along with an annual support and maintenance fee.
- The SaaS model is a simple monthly fee model with no additional annual cost.
Please view our pricing page for more information.
We are very concerned with safeguarding information about and supplied by users of the Science
Exchange Service. We follow generally accepted industry standards to protect the personal
information submitted to us, both during transmission and once we receive it.
We are committed to ensuring that any data provided through the Idea Elan Software Service remains private and under no circumstances will we sell any user data unless express permission has been granted. You can request our Security Document here.
We commit to using commercially reasonable efforts to ensure that the Idea Elan Software
Service is available with an annual uptime percentage of at least 99.95%.
In the event of a period of service downtime, we commit to communicating why the service was available (and explaining how we’ll improve the service to ensure we meet our commitments in the future). Our service commitment does not apply to any unavailability, suspension, or termination of the Idea Elan Software Service that are caused by any force majeure event or by Internet access or related problems outside of our reasonable control.
Support begins during the first step of implementation and continues throughout your use of Idea Elan. Detailed, step-by-step quick guides are provided for every role level using the system. We also provide a support portal through Zendesk. Zendesk allows you to read articles, watch how-to videos, and search for answers to questions.
Idea Elan takes pride in their up-to-date, state of the art core management software. We focus on keeping each and ever feature intuitive and user friendly. Our software is updated twice a year to enhance current features and also provide new products to the system.
Idea Elan provides comprehensive video tutorials through the Zendesk portal. Customers can view clips on getting started with Idea Elan; setup for facilities, instruments, sample submission, profiles, and much more; and also many support questions. The videos take you through each process, one step at a time.