How can we help you?
Ideally, you will find the answer to your questions here; otherwise, you always can always contact us here.
Choose your topic
DATA
PRODUCT
SUPPORT & GUIDES
PRICING & LICENSES
PRIVACY
INTEGRATION
SERVER & LOCATION
Data
Is it possible to export our data?
Each grid can be exported from the interface in Excel or Csv format.
Do you do data backups?
Absolutely. All backups are included in the license fee.
Product
Are updates included?
Yes, updates are included in the cost of the license. They are done regularly, on a monthly basis.
Can I edit the ticket forms?
Yes, you can modify the forms by entering the desired custom fields via the User Interface.
Pricing and Licenses
What is an agent?
An Agent in Deepser is a user with access to the Deepser backend portal. Agents are typically team members who manage requests, tickets, or tasks within Deepser. Agents require a paid license, which can be either Starter, Plus, or Enterprise.
Do you offer discounts for educational institutes or non-profit organizations?
Yes, please contact us directly for a personalized quote.
Are there discounts for large teams?
Yes. We offer additional discounts based on the number of licenses.
Do I have to pay for the customer portal separately?
No, it is included in all types of licences.
Do end users require a license?
End users do not need a paid license.
End users are those who access the user portal dedicated to them to submit support requests and consult Knowledge Base articles.
Support and Guides
Are online guides available?
Yes, the online Academy is accessible free of charge 24/7.
Is it possible to have individual training and consulting sessions?
Yes, upon request, you will be assigned an experienced Deepser Project Manager who will assist you with configuration, bringing their expertise acquired in several business settings.
Is customer support included?
Support can be requested by accessing the customer portal, which is available 24/7. Support for configurations, changes, training, and custom development is managed with prepaid day packages.
The online Academy is also available 24/7 free of charge. System updates, periodic backups, and bug fixes are included in the license cost.
Server and Location
Where are servers located?
For European customers, the servers are located in Europe, in compliance with European Union laws on GDPR. Servers located in non-EU countries can be used upon request.
Is Deepser an American product?
No, Deepser is an Italian software solution developed entirely in Italy.
Is Deepser also available on premise?
Yes, the choice is yours. The two versions, on premise and in the cloud, have the same features and cost per license.
Privacy
What about the GDPR?
We are an Italian company and therefore we comply with European privacy laws. All our servers and our customers’ data are protected in compliance with European Union privacy laws and are located on European soil.
Integration
What integrations do you offer?
Deepser supports numerous integrations with third-party software, and the number of compatible solutions is constantly growing.
To view the complete and constantly updated list of available integrations, visit the dedicated page.
Do you integrate with RMM software?
We integrate with many external platforms, including RMM (Remote Monitoring and Management) software and remote control solutions.
See the list on the dedicated page.