FAQ

General

• How do I sign up?
  Start saving today by calling your dedicated Account Manager to open an Accounts Payable agreement.
• Can I start using the solution right away?
  Yes. Open an Accounts Payable agreement and your account is automatically created. You will receive an email with your username and password. Simply log onto the Document Manager and begin managing your vendor invoices electronically.
• Can I have access to orders from another computer?
  Yes. Esker Accounts Payable is accessible anywhere in the world.
• How much does it cost?
  Esker Accounts Payable pricing is based on how much you use. More specifically, on your monthly volume order. Your monthly fee includes subscription and traffic fees. The initial engagement depends on the complexity of the solution you need. Discounts based on a minimum volume commitment are available.
• Can I change from an on-premise solution to an on-demand one?
  Yes. Documentation and an Esker on Demand Agreement are required.
• Do I have to provide a minimum amount of invoices?
  No. However, the contract can include an invoicing minimum according to a minimum volume on which your company makes a commitment.
• Is it necessary to have a DSL or a cable connection to use the Esker Accounts Payable solution?
  It is strongly recommended. You are transferring your documents via secure Internet. If the documents are very large, you may run the risk of a slow connection when using a 56k modem.
• Which Internet browsers are compatible with the solution?
  Esker Accounts Payable Automation is fully compatible with Internet Explorer 6.0 or above, Google Chrome 4.1 or above and Mozilla Firefox 3.0 or above.
• How does Esker Accounts Payable connect my company to Esker?
  You are connecting to the service via your standard browser and it communicates securely with the Esker hosted Accounts Payable service via Document Manager, using HTTPS and a unique user ID and password.
• My company has an existing security policy and procedures for its IT infrastructures. Can you integrate with them?
  Esker Accounts Payable solution complies with common IT infrastructures. At the time of installation, Esker Professional Services provides a full assessment of your system and works with you to ensure that your requirements are met.

• Are there any issues with firewalls?
  In order to transmit documents through your company's firewall, port 443 must be open.
• How do you perform software upgrades and system updates?  
  Scheduled system and software upgrades are performed outside of most customers' core business hours, and customers are pre-informed via e-mail of such upgrades.
• How do I track my Accounts Payable costs?  
  In order to regularly track costs, customers receive monthly bills which show the number of invoices processed and the monthly subscription. Traffic reports are available within the Document Manager so that you can match it with your bill.
• Can I have a trial of the solution? 
  Contact your sales representative to arrange for a trial.

Security

• Are my documents secure?
  Yes. All files are transferred by secure Internet using HTTPS. Esker Accounts Payable utilises SSL 128 bit encryption, considered the safest on the market, and the norm for banking transfers. With Esker Accounts Payable automation service your documents stay in your business. For more information, view Our Commitment.
• Is my information protected?
  The server platform supporting Esker Accounts Payable is hosted in data centres and monitored 24/7. These secure server data centres are climate-controlled for temperature and humidity, with backup generators meeting all fire and safety regulations. For more information, view Our Commitment.

Service availability

• How can I be sure the service will be available when I need it?
  Esker guaranties up to 99% service availability. Each of our server platforms uses high-availability cluster technology offering internal redundancies to counter any possible hardware failures. The platforms in North America and Europe are capable of backing up one another, guaranteeing that your documents are transmitted on time.

Support

• What do I do if I have a question or there is a technical issue?
  Esker offers a complete online library of templates and resources. Technical support is available by email (support@esker.com) and phone +44 (0) 1332 548153. You can also contact a Technical Support expert on a 24x7 basis by purchasing a 24x7 Technical Support contract. For an additional monthly fee, the on-demand 24x7 Technical Support team addresses complete software outages due to software problems (which can have a critical impact on operations).