General FAQ

Do you offer money-back guarantee?↑

Yes. We are pretty sure that you'll love our software, but if you wouldn't – we will cheerfully issue a full refund. We offer 90-day, no-questions-asked money-back guarantee.

Which payment methods do you accept?↑

We accept following payment methods:

• Credit or charge cards (including MasterCard, Visa, American Express, and many others) via our secure payment processing partner 2Checkout, Inc. It also supports payment with Paypal. To use this method simply proceed with the ordering.
• You can also submit your request for required product and license to our sales team and get an invoice to pay via Bank Transfer (Wire Transfer).
• If for some reason you can't perform payment via 2Checkout, please use alternative payment methods page to pay via ShareIt processing site.

How is the software delivered?↑

It is delivered electronically – as a downloadable software package. You get an email with credentials for your member area account upon purchase. You can download software from your member area then.

Are there any discounts or special prices?↑

We provide special discounted pricing for non-profit organizations, open source projects, and educational institutions.

How many users can view our knowledge base?↑

There is no limit on this. If you do not restrict access to your knowledge base, people would not need any accounts, logins, or passwords to view it. They can do this in the same way as they view your website.

What are exactly Staff and Client accounts?↑

Each license includes certain number of staff accounts (or staff users). Some licenses also include client accounts.

Staff users (you may also call them Editors, Authors, or Admins) can login to the front-end and the back-end. Their ability to access, create, and edit certain articles, categories, and use KB functions depends on access permissions that you setup for them.

Client users are read-only users who can login to the front-end only. They cannot create or edit content. They can access certain public and restricted content. Clients have their own preferences for time zone, time and date format, interface language, profile with personal info, and list of favorite articles.

Basically, the idea of giving someone a Client account is to provide him with ability to see something that others can't see.

Please, note, that your Knowledge Base is visible and accessible at all times for public web visitors (no client-login required), unless you decide to restrict access to the whole Knowledge Base or its part for registered users only.

What is the purpose of Staff and Client accounts?↑

Your company employee, who needs to add, update, or manage knowledge base content, would need a staff account.

Your customer or call-center operator who needs to view some content that is not available publicly would need a client account.

Are these accounts concurrent?↑

In a way, yes. The number of accounts included to the license defines maximum number of active users of this type. For example if you have 5 Staff Accounts license, it means that you can create up to 5 users with admin or editor permissions. If you would need to add 6th user you can do this by upgrading your license or by disabling one of the 5 existing staff accounts. The same applies to client users.

Can I increase the number of Staff accounts without increasing the number of Clients?↑

No, we have fixed licenses with fixed number of supported accounts. We do not offer custom licenses with custom number of accounts because we want our licensing scheme to be as easy as possible for our customers.

Do I get access to the source code? ↑

Yes, full source code is provided. JavaScript code is minified for better performance.

How my knowledge base can be customized?↑

There are different ways to change look & feel and behavior of your knowledge base without altering the source code:

• Knowledgebase Manager Pro has customizable interface. You can make your knowledge base to match your website design like our customers often do.
• You can use API for integration with other software or creation of help forms on your website (like this one).

Do you offer a free trial?↑

Yes, we offer a fully-functional 15 day free trial during which you can use to test drive Knowledgebase Manager Pro and see if it's right for you. You don't need a credit card to sign up, there's no obligation and no risk. Contact us to get a trial version. Please specify if you want to run it on your website, or would like us to host it for you.

Can I migrate from my current knowledge base or import data?↑

Yes, we provide data import service. We have a lot of experience in data import from other software, including, but not limited to, knowledge base systems.

Can I switch edition (Hosted/Owned) later?↑

Yes, you can start today with a hosted version (it has the lowest entry fee), then switch to the owned version or vice versa.

What are "Owned" and "Hosted" editions?↑

Knowledgebase Manager Pro is being offered in two versions: owned edition - standalone web application running on your server and hosted version - running in our environment with support and maintenance included. Hosted version allows you to save on environment, maintenance, support and no technical guy required. With hosted version you can pay as you go. It is easy to start!

Both editions provide the same features and user experience.

Owned Edition Specific Questions

Can I add more accounts to my license later?↑

Yes, you can do this by upgrading your license at any moment. Upgrade cost is the price difference between licenses plus $10 additional fee.

Can I upgrade my license?↑

Of course. It's easy to upgrade between plans. Just login to your member area and click the upgrade link next to your license name. You can then change your license as required.

Would I need additional licenses to install multiple instances of the software?↑

Yes, additional licenses would be required. Each license permits only the deployment of a single instance of the software in a commercial environment.

However you can install a non-production copy for development and testing. This doesn't require any additional licenses.

What is software maintenance?↑

Support & Maintenance subscription includes:

• Minor and Major software updates
• Support by Phone, Email, Ticket System, Chat & Instant Messengers (Skype, ICQ etc.)
• Troubleshooting of any issue until it is resolved in full
• Installation and configuration assistance

All licenses include 6 months of software maintenance (support and product updates). Beyond this initial 6 month period, you may renew your software maintenance for another 12 or 24 months at our discounted renewal prices.

What happens after the maintenance is expired? ↑

After the initial free maintenance period, your software maintenance will expire and you will no longer be able to access support or software updates. Renewing your software maintenance is done purely at your discretion and can be renewed in advance of your maintenance expiration to ensure uninterrupted access to the support and software updates.

Can I use the software without active software maintenance?↑

Yes, you can continue to use your software after the active maintenance period expires. As all commercial and academic licenses are perpetual, you can use your software into perpetuity.

What are the installation and implementation costs?↑

Installation service costs $50. There are no implementation costs. You can start using the software right after installation. We provide a comprehensible user guide that helps you to start using Knowledgebase Manager Pro in no time. You can also attend our training courses.

What are the server requirements?↑

Briefly, website with PHP and MySQL or MS SQL is required. You can read about requirements in more details.

Do all licenses include all features?↑

Yes! Licenses are different by number of Staff and Client accounts only. There is no difference in features.

Hosted Edition Specific Questions

Is my data safe and secure?↑

Yes. All data is written to multiple disks instantly, backed up daily, and stored in multiple locations. Files that our customers upload are stored on servers that use modern techniques to remove bottlenecks and points of failure.

Our state-of-the-art servers are protected by biometric locks and round-the-clock interior and exterior surveillance monitoring. Only authorized personnel have access to the data center. 24/7/365 onsite staff provides additional protection against unauthorized entry and security breaches.

Our software infrastructure is updated regularly with the latest security patches. Our products run on a dedicated network which is locked down with firewalls and carefully monitored.

We have a 99.99% average uptime track record.

Can I add more accounts to my plan later?↑

Yes, you can do this by upgrading your plan.

Can I upgrade between plans?↑

Of course. It’s easy to upgrade between plans. Just subscribe for a new plan and let us know that you want to upgrade. We will upgrade your existing knowledge base and refund the unused amount from your previous subscription.

All your data will be preserved after upgrade.

Do all plans include all features?↑

Yes! Plans are different by number of Staff and Client accounts, included disk space and bandwidth. There is no difference in features.

Is there a limit on disk space or bandwidth?↑

There is no limit on your knowledge base disk space or bandwidth.

Do I need to pay for software maintenance?↑

No, full software maintenance, including support service and software updates, is included to the monthly or annual fee that you pay for the hosted edition subscription. There are no additional or hidden fees.