Frequently Asked Questions

Is my data secure?

• Absolutely, we host all your data in a highly secure DataCenter, certified to SAS70 Type II level. All data transmitted to and from the DataCenter is encrypted. Daily backups, as part of the inclusive routine maintenance performed by Oxygen support staff, ensure that data is securely backed up and recoverable. Viruses won’t be a concern because our entire infrastructure is protected by real-time monitoring using leading edge Antivirus products

Is it easy to change the package I subscribe to?

• Yes, just call us or register a service request on the Helpdesk Portal (existing customers) for upgrading or downgrading your package or making bespoke alterations like adding individual applications, increasing storage etc.
  

Will my applications be slower over the Internet?

• No, the Citrix technology we employ means that so long as you have sufficient internet speed* you will not see any noticeable degradation of the performance of the applications.

What if my Internet fails?

• Your internet connection is the single point of failure, should that fail, access to your applications will be restricted. However, Oxygen suggests that if users wish to work offline with email, Outlook is installed locally. In addition, Oxygen can set up file synchronisation from the eOffice platform to your local PC to also enable offline working with files

Who is responsible for licensing?

• Oxygen ensure that your use of all applications included in your package are licensed accordingly. The cost of licences is built into all packages. It is not possible to transfer existing licences to Oxygen.

What about my laptops, I want to be able to work without connecting to the Internet.

• All laptops inclusive of whatever package you choose are configured to be able to work offline. A self help guide detailing how to configure Outlook for offline working is provided. You can also opt for one of our engineers to visit your offices and carry out all the necessary setup configuration, getting you up and running quickly.

Can I access my applications at a public computer?

• Yes, you can still get to your applications by visiting login.e-office.bm and logging on as normal.
  You may be prompted to install a small plug-in.
  Most public computers such as in internet cafes
  are likely to already have the plug-in installed.

What happens when a new version of the application is released?

• Ultimately, you’ll benefit from the new application and features in due course but in order to safeguard our customers, we do not simply upgrade applications at the time of release as this approach may have a variety of implications such as the need for user training, inherent bugs etc. Oxygen monitors all vendors’ application roadmaps, undergoes detailed assessment of the forthcoming changes and liaise with all our eOffice customers to plan their release and assess any impacts. In accordance with Oxygen’s own internal protocols and procedures, all new applications undergo strict testing before release into the eOffice environment.

Click below to initiate a live chat
with one of our sales representatives

Alternatively, to request further information on how eOffice can support you in reducing your IT costs and improving your business performance, please call or email us at:

441.292.1878
info@oxygen.bm

What Service Levels can I expect?

• As standard for our entire suite of eOffice packages, a Service Level Agreement (SLA) is drawn up to define the level of service you should expect. The SLA is tailored to the package being subscribed to but will include guarantees on Availability, fix times, monitoring and maintenance of your eOffice. Optional Services are available that extend support to your desktops and laptops.

What is the cost of additional storage?

• If you require more storage than the allocated 5Gb as standard, additional storage can be purchased at $4 per Gb per month.

* Oxygen recommends a minimum of 1Mb internet connection from your location to ensure acceptable performance