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Frequently Asked Questions

  1. 1. What is Action Assist?

    Action Assist is an innovative online subscription offering which provides businesses with a secure web-based platform for the management of processes and storage of data on the internet. The tool reduces the administration burden on employees in the day to day operational running of the business and clearly assigns responsibility and accountability to users.

  2. 2. Does each client have their own database?

    An independent database is created for each Action Assist client, which is branded with the businesses name and logo.

  3. 3. What functionality does Action Assist offer?

    Action Assist is made up of various document management and action (process management) modules:

    • The document management modules manage various types of electronic documents that have been uploaded onto the database (payslips, contracts, certificates, ID's etc.)
    • The action modules manage the status of actual process activities against pre-defined process activities (as defined in the setup of the module). All activities on the database are date and time stamped which allows for accurate performance reporting.

  4. 4. What are the key operational actions that users of Action Assist carry out?

    The users of the system can utilise the various modules of Action Assist to:

    • Allocate and track activities, tasks and KPI's assigned to users
    • Upload various forms of documents for back-up and document management purposes
    • Accumulate data for and dashboard reporting
    • Generate different types of reports

  5. 5. What are the key business activities that can be managed with the use of Action Assist?

    The business activities include:

    • Status reporting on tasks, activities and KPI's
    • Maintenance of documents, worksheets, reports, and presentations
    • On screen / export to excel report generation with the use of report filters
    • Automation of e-mail notifications and reminders activated by defined events
    • Capturing of data into predefined input tables for dashboard report generation
    • Consistent communication and easy access to policies, procedures and other business documentation
    • Easy access to employee related documentation

  6. 6. How is an Action Assist Database activated?

    Registration of the Software is done through a Business Partner or directly with Action iT (Pty) Ltd. The registration is managed through the Action iT (Pty) Ltd (Action Assist) order form. The Order form must be printed, signed by the Business Partner and then faxed or e-mailed to Action iT (Pty) Ltd on helpdesk@igniteassist.co.za or + 27 (0)86 626 1403;

    The Action Assist database will be activated within sixteen support hours from the receipt of the signed order (unless a technical problem or other circumstances prohibit the timely activation in which case the business partner will be notified). The Action Assist Administrator is identified and trained by a Business Partner or directly with Action iT (Pty) Ltd. The first activity performed after database creation is Setup of the database.

    The set-up activities carried out include:

    • Defining the business information (locations, departments, job titles, etc.)
    • Activating the required modules and users
    • Defining the level of user access in each activated module

  7. 7. What is required to get access to Action Assist?

    From an IT perspective, all that the users require is a computer with access to the internet and a web browser (Internet Explorer 9 or higher or Google Chrome). Action Assist does work in other browsers, however testing and support are not guaranteed. As Action Assist is hosted off-site and is maintained by Action iT (Pty) Ltd, the client does not need to provide any software.

  8. 8. How is the Action Assist data hosted?

    The Action Assist server is hosted on a virtual server solution offered by Internet Solutions. The server is held on the Internet Solutions premises, is protected by a firewall managed by Internet Solutions and is monitored by their engineers. The server is backed up daily by Attix5 (http://www.attix5.com). The backup is held offsite.

  9. 9. What integration is available with other software?

    Integration with other systems takes place through the import and export functionality of the tools. This can be achieved by the importing and exporting of the relevant data in a CSV format. A Business Partner or Action iT (Pty) Ltd. can provide support in this regard.

  10. 10. What levels of user access are available on Action Assist?

    The system caters for different levels of user access. User access is set independently for each type of module user and includes:

    • Action Assist Administrator - responsible for the activation and maintenance of Users and for defining system defaults
    • Module Administrator - responsible for the set-up of the module and for defining User Access to the module
    • User - employee who uses Action Assist.

  11. 11. What is the Action Assist subscription fee?

    Action Assist is available at a monthly subscription fee on a consumption basis based on the number of activated users. The subscription fees are made up of:

    • Monthly hosting fees for the storage of the data and the required backup procedures
    • Monthly usage fee based on the number of users per module per month.

    The subscription fee excludes:

    • Data storage for data in excess of 25 megabytes per module per month
    • SMS's
    • Non-specified training and support

  12. 12. What are the key operational features of Action Assist?

    The key operational features include:

    • A separate (independent) database maintained for each client
    • User access is defined by the client
    • Activity logs are kept online
    • Audit logs are kept online
    • Documents can be attached
    • Up to date Action Dashboards are available for all users
    • Functionality allows for Integrated Performance Management
    • Real-time updates of all data captured
    • Remote / mobile access
    • Web based (internet connection only requirement)
    • Easy, secure access
    • Progressive, independent, offsite back-ups performed daily
    • Roles, responsibilities and accountabilities clearly defined and tracked
    • E-mail notifications sent when items are logged / updated
    • Report filters allow for easy user defined reporting
    • On screen reporting and printing
    • Easy export functionality to Microsoft Excel
    • Dashboards for individual and organisational performance
    • Access to online training manuals

  13. 13. What are the key financial features of Action Assist?

    The system features include:

    • No upfront capital acquisition costs
    • No annual license fees
    • Only pay for self requested enhancements
    • Consumption based billing - only pay for modules (functionality) used
    • 30 day termination notice period
    • Subscription fee includes:
      • Continuous enhancements
      • Online Support
      • Daily progressive Backups
      • Data encryption

  14. 14. What Action Assist modules are available?

    Current functionality offered through Action Assist includes:

    • Accounts management
    • Communication management / notice board
    • Complaint management
    • Compliance management
    • Dashboard / data management
    • Employee documentation management (repository)
    • Fault / help desk management
    • Governance / minute management
    • Individual performance management
    • Knowledge management
    • Labour relations management
    • Organisational performance management
    • Payroll management
    • Policies and procedure management
    • Query management (including audit queries)
    • Report management
    • Statutory records management
    • Task management
    • Template management
    • Travel management
    • User contact list management

  15. 15. What is the cost of Action Assist?

    The costs applicable to the use of Action Assist are listed on our website www.actionasssist.co.za. The costs increase annually on 1 March with CPIX. For more information and detailed pricing, please download the brochure.

  16. 16. What support is available for Action Assist users?

    The Action Assist modules are supported by our developers and Business Partners. Our Business Partners are listed on our website. Modules are enhanced as requested by our clients on an ongoing basis. An update notification of these enhancements is automatically made to all our clients on the login page.

  17. 17. Has a backup and retention strategy been implemented?

    The backup and retention strategy and function is part of the hosting and support provided by Internet Solutions.

  18. 18. Who is responsible for running the Action Assist backups?

    Internet Solutions runs a daily progressive backup. Action iT (Pty) Ltd runs a weekly additional backup

  19. 19. Are Action Assist backup schedules available from the backup software used?

    This function is the responsibility of Internet Solutions.

  20. 20. Are the Action Assist backup logs signed off by the responsible person?

    This function is the responsibility of Internet Solutions.

  21. 21. Are Action Assist backups stored in a secure offsite storage facility?

    This function is the responsibility of Internet Solutions.

  22. 22. Does Action iT (Pty) Ltd own all the modules?

    No, there are modules that we host at no cost for Ignite Advisory services (Pty) Ltd. These modules are clearly indicated. Action iT (Pty) Ltd does not support any of these modules and does not accept any responsibility (directly or indirectly) for the working and functionality of these modules. These modules also do not form part of the Action Assist Action Dashboard.

  23. 23. Is the data input into Action Assist centralised, decentralised or distributed?

    Data can be captured from any location where the user can obtain access into the application. Data is captured onto the web-based platform and updated on the Action Assist Database hosted by Internet Solutions.

  24. 24. How is data processed on Action Assist?

    All data is processed by the Internet Solutions server and the data is stored on the client's Action Assist database.

  25. 25. In which manner is data processed?

    All processing takes place online and data is updated directly onto the client's database.

  26. 26. How is data downloaded for data capture or data transfer?

    Data is captured online or through the use of CSV files through the Import / Export functionality available on certain modules.

  27. 27. Who is responsible for the maintenance of fixed client setup data (lists, tables, codes, tariffs etc.)?

    The client administrator and / or relevant module administrators are responsible for the setup and maintenance of the client database, as well as module setup information. This is captured directly onto the system with all changes tracked though an audit log. If applicable, clients may request a Business Partner to perform this function on their behalf.

  28. 28. What is the logon path to Action Assist to be followed by a user?

    The user follows the following steps:

    • Visit www.actionasssist.co.za
    • Click on the Action Assist login link (top right)
    • Use the login details provided by the administrator

  29. 29. Where are application access rights (user profile) defined?

    The client administrator and / or relevant module administrators are responsible for the setup and maintenance of the client database and module setup information. This is captured directly onto the system with all changes tracked though an audit log.

  30. 30. Who is responsible for the security administration of users (setting up of new users, etc.)?

    The client administrator is responsible for the setup and maintenance of users. A client may request a Business Partner to perform this function on their behalf.

  31. 31. Who is responsible for the administration, maintenance and operation of Action Assist?

    Action iT (Pty) Ltd.

  32. 32. Who is responsible for the maintenance of the Action Assist software?

    Action iT (Pty) Ltd. All the clients run on the same version of the software. Updates / Enhancements are made weekly on a Sunday evening, after running a second backup. All client databases are updated at the same time. Updates are communicated to the user through the notice board on the login page.

  33. 33. How do I log a Bug?

    A bug must be logged directly with a Business Partner or with Action iT (Pty) Ltd in the manner prescribed.

  34. 34. How do I request an enhancement?

    A request is logged with a Business Partner or directly with Action iT (Pty) Ltd in the manner prescribed. All costs for the development and implementation of enhancements are for the account of the client requesting the an enhancement.

  35. 35. What are the support hours of Action Assist?

    08h30 to 16h30 Monday to Friday, excluding public holidays.

  36. 36. What is the turnaround time on support calls logged on Action iT Help?

    All notifications sent to Action iT (Pty) Ltd will be acknowledged within four support hours from being logged. All correctly logged requests will be cleared within sixteen support hours unless technical or other circumstances prohibit the clearance - in which case the request owner will be notified.

  37. 37. How is Action Assist maintenance scheduled?

    Action iT (Pty) Ltd has planned maintenance slots every Sunday from 16h00 to 22h00 during which time user access may be restricted. Should additional time be required a notice giving the necessary details will be posted on Action Assist before the close of Support hours the preceding Thursday.

  38. 38. What are the password parameters Action Assist

    The passwords must consist of a minimum of 6 characters including at least 1 uppercase letter, 1 lowercase letter and 1 number. Changes to the password parameters may be requested by the Business Partner and / or their clients. The cost for these changes will be for the account of the Business Partner and / or their clients.

  39. 39. What formal process procedures are in place to manage changes

    Action iT (Pty) Ltd ,owner of Action Assist, has formal processes in place for the tracking of requests from our Business Partners. All requests for changes to processes or procedures are formally requested to us by our Business Partners through our helpdesk functionality. Any process between our Business Partners and their clients are the responsibility of the Business Partner.

  40. 40. What controls are in place over the physical environment of the server rooms

    Action Assist is hosted by Internet Solutions and is subject to their standard data centre environment controls such as redundant and reliable power sources, connectivity and cooling. Physical access to the Action Assist server is strictly controlled by Internet Solutions' access control systems.

    Should any Business Partner and / or client have any specific question(s) in respect of the physical environment controls of the server room(s), these must be submitted formally in writing to Action iT (Pty) Ltd and we will facilitate a response from our account/support manager at Internet Solutions. All the costs incurred for such requests will be for the account of the Business Partner and / or the client making the request.

    Should any Business Partner and/or their client want to view these facilities this can be arranged. All the costs incurred for the visit will be for the account of the Business Partner and / or the client making the request.

  41. 41. What controls are in place over the management of backups

    Action Assist is backed up daily by an external service provider, Attix5. The backups are incremental backups. The backup process is entirely automated and requires no human intervention. All data on the server is encrypted before being transmitted for secure storage offsite. A daily backup report is sent to Action iT (Pty) Ltd and is reviewed after each backup event to validate the successful completion of the backup. The backup reports are also stored on the system and are accessible to the Action iT (Pty) Ltd team. The information logged daily includes: time of the backup, number of files backed up, the file size, time taken to backup each file (client), and status of the backup.

    Should any Business Partner and / or client have any specific backup management reporting requests, these must be submitted formally in writing to Action iT (Pty) Ltd and we will facilitate a response from our account/support manager at Internet Solutions. All the costs incurred for such reporting will be for the account of the Business Partner and / or the client making the request.

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