Frequently Asked Questions

FAQs
- How do you manage scheduled maintenance?
We may occasionally need to temporarily shut down the Infinity X software service for scheduled maintenance. As part of the SLA, we will attempt to schedule maintenance events when they impose the least amount of service interruption, which is typically between 12:00 AM and 3 AM in your local time zone. We commit to providing appropriate notification for all scheduled maintenance.
- What is the cost of the software?
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 annual license fee model. The actual cost of the software depends on various set of parameters such as the #facilities, #instruments, #users and more.
- Do you customize the software to suit our needs?
We believe that over 95% of your requirements are just out of the box. However, we still provide customization for Institutions if the requirements are technically feasible and rational. Customization is one of our key strengths, and we’re able to customize any module of our software to meet your specific needs quickly and efficiently.
- Can you integrate your software with our ERP systems?
We can integrate our software with any of the existing ERP systems such as PeopleSoft, SAP, Workday, Banner, Oracle Financials, and Lawson.
Please refer to the Integration Expertise page for more information.
- How do you import our existing data from our systems into yours?
Existing data can be easily imported and exported through Infinity X Software. Implementation time is quick, as we can import existing information and data directly into the system. We also configure the entire look and feel of the software to meet your Institutions brand.
- Is Infinity X available as an on-site Installed Solution or on SaaS model?
Idea Elan caters to a broad range of Institutions from a simple single core facility to Institution wide solution. We offer both SaaS (Software as a Service Model) and on-site Installed solutions.
- How does Idea Elan ensure my privacy and security?
We are an ISO 27001 certified organization and we also comply with GDPR policy. We are committed to ensuring that any data provided through Infinity X Software remains private.
- What is your service commitment?
We commit to an uptime percentage of at least 99.95%. In the event of service downtime, we commit to communicating why the service was unavailable and how we plan to 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.
- Do you provide a support system or guide?
Idea Elan takes pride in their up-to-date, state of the art core management software. We focus on keeping each and every feature intuitive and user friendly. Our software is updated atleast once a year for feature and/or new product upgrade.
- Are there any video tutorials available?
Through the Zendesk portal, customers can view clips on getting started with Idea Elan. For example, they can see step-by-step tutorials on facility setup, instruments, sample submission, profiles, and much more.