Support

Frequently Asked Questions

Q. If I purchase the Skynax Entry Edition and later need to increase the number of Skynax Clients beyond the 25 mobile computers supported in this edition do I have to purchase the Skynax Standard Edition at full price?

A. Yes. If you believe that it is likely that you shall exceed the 25 mobile computer maximum in the Skynax Entry Edition within a reasonably short time period then it is more cost effective to purchase the Skynax Standard Edition directly. The Standard Edition will provide you with substantial flexibility and future-proof your investment in the Skynax platform. Furthermore, the Standard Edition can be upgraded to the Enterprise Edition at any time in the future.

Q. Our company has 1,500 mobile computers and each day we provide the mobile computers to external delivery drivers to support their work on the route. As a result each mobile computer can be used by many different people. How many Skynax Client licenses should I purchase?

A. Purchase 1,500 Skynax Clients. The client-side software used by Skynax is licensed on a per mobile computer basis. Each mobile  computer accessing Skynax can be used by an unlimited number of users.

Q. As a software developer can Skynax help me protect my mobile software application from being distributed to a greater number of mobile computers than for which the customer has purchased licenses?

A. Partially. Skynax does not perform mobile software license control. However, it can be used to track the number of mobile computers used within Skynax. If your mobile software application requires communications via Skynax then you can use an EDLF to verify the number of mobile computers registered for use in Skynax each day. The EDLF is an Encoded Digital License File that is generated on demand by the Skynax Manager. The EDLF contains transactional information showing the daily number of mobile computers registered for use in Skynax as well as information on all changes made in the number of handheld computers registered and actively communicating. You can use the EDLF to provide an objective source of data to indirectly verify compliance with mobile software license agreements between you and your customer.

Q. As a Skynax Partner how do I present and sell Skynax to my customers?

A. You should present Skynax as a solution for secure mobile data communications, mobile system management and data management. In itself, Skynax provides no business process support functionality - that is the domain of your business application software. However, by providing a business application software that is Skynax compliant, the customer can take advantage of Skynax capabilities in the areas covered by this platform solution. Therefore, Skynax for mobile business systems is like an SQL server for database applications.

Q. Do I have to have a Maintenance Support Agreement to receive support?

A. Yes. Without payment for the availability and access to support staff it would not be commercially viable to provide high quality and efficient support to all users of Skynax. With a maintenance support agreement you have available to you the Skynax support staff to help you promptly address any issues or problems that may arise in your use of Skynax. You also receive additional benefits such as software product updates and upgrades.

Q. As a Skynax Partner I would like to know if you will  provide support on the use of Skynax directly to my customer?

A. Generally speaking no. Support of Skynax at your customers is primarily your responsibility. If we are contacted with a support request we shall do our best to identify you as the Skynax Partner that sold the Skynax license to a specific company and forward the support request back to you. In almost all cases, this is the most efficient way to manage the support request, as inevitably Skynax related issues are often tied to the specifics of the mobile business application and custom Skynax Server
Plug-Ins that are provided directly by you, the Skynax Partner.

In special circumstances however, it may be possible to agree that Skynax support shall be provided directly to your customer. In such cases however, the customer must first sign a Maintenance Support Agreement.

Q. I have not found the specific mobile computer I intend to use in your list of Skynax compatible mobile computers - does this mean I cannot use Skynax?

A. Perhaps. You shall need to test the specific mobile computing device with Skynax to determine if it is functioning properly. Generally speaking standard Microsoft Pocket PC or Windows Mobile based handheld computers that use standard communications (Ethernet, GSM / GPRS, Serial or USB) have done well on our tests. However, you should be aware that there are many subtle, and some not so subtle differences that are significant from a device compatibility viewpoint. These differences can be found between different devices from different manufacturers as well as different revisions of the same device model from the same manufacturer. In addition, not all devices conform to industry standard interfaces for device settings, and some devices use proprietary device settings or have very limited device setting capabilities. As a result, you should test your selected handheld computer for compatibility with Skynax prior to making a purchase commitment. If you need to support a special handheld computer, please contact us for more information on Skynax Equipment Drivers.

Q. As a Skynax Partner, how do I license Skynax for use at my customers?

A. First download the Skynax License Request software from the Skynax support web site and install it on your local computer. Run the software, complete the license request information and send the license request file to info@gatc.com where it shall be processed. You shall receive a Pro-Forma Invoice (PDF format) by email based on which you should remit payment. When we receive your payment, you shall receive an acknowledgement and a unique Skynax License Code that will unlock the licensed Skynax software edition together with any additional Skynax application licenses purchased.

Q. Can I provide a demo application, that uses Skynax software, to my potential customers without having to first license for them a copy of Skynax?

A. Yes. You can provide demo applications that use the Skynax software to 3rd parties free of charge for the purpose of allowing them to evaluate your software before a possible purchase, under the conditions given below:

1st. - You must request from GATC a trial version license code and use that supplied trial version license code to unlock the Skynax software after installation at your customer's site. You may not use any other Skynax license code for these purposes.

2nd. - If the time period for which the license code is valid expires before your customer has completed their evaluation, please contact GATC to have a new trial license code issued for that customer.

GATC wishes to provide a reasonable and flexible license policy to support your development of new business opportunities. However, software design and use schemes designed to circumvent the license conditions for the pure purpose of evading license payments is not supported.

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