Frequently Asked Questions
Can you create a custom plan for me?
Absolutely! Want more file storage for ancillary uploaded files to support your
cases? Want Case Swarm privately installed within your own IT infrastructure? We
can create a custom plan that fits your particular needs. Just drop us an email
and we will take care of it.
Will I lose the data when upgrading to the paid account?
No, all the data that you entered in your free trial account will remain - the transaction
is seamless and no information is deleted on upgrade.
Do you store my credit card data?
No, we do not store or have access to your credit card information. All payments
are handled through PayPal, and your payments are subject to their practices and
Where is my data is stored?
Your data is stored on servers available to Sandbox Software Solutions, a web technologies
company based in Canada. Servers are domiciled in Canada. Servers have a high up-time,
and the Sandbox service commitments for up-time are such that you will likely never
experience an unplanned outage. From time to time, Case Swarm may be unavailable
for short maintenance periods, but these maintenance periods will be planned and
all users appropriately notified with 72 hours advance notice.
How is billing managed?
We keep it simple – and hope that you will too. Because Case Swarm, by definition,
is social, when you sign up after the free trial, you will be asked to set up paid
accounts for each member of your swarm. The names and email addresses you enter
will form the basis of the user count for your bill, whether or not these people
participate actively in a case. You may remove swarm members by “hiving” them; hived
members won’t have access to any cases, but will be able to request reinstatement
under the primary account held by their Company or organization. Members may be
added to a swarm account by the administrator, in which case fees apply for each
month, including the current one, for which they are registered with the system.
How do you make sure a single company, with multiple units, gets the best Case Swarm
pricing per user?
Our system will scan across the field called “business” or “organization”, and as
long as we can make matches, will offer the best price based on total number of
users per organization. When you sign up for a paid Case Swarm account, and enter
your company’s name, you will see an attempt to match to an existing company in
our system. If the system is correct, confirm this, and per user pricing models
will adjust to the total users from the company, including adjusting pricing for
other departments or units if a new user threshold for discount is crossed.
However, this is not a flawless business process – especially if there are minor
differences in how different Swarm administrators from the same company enter the
company’s name. If you feel you haven’t been given the right per user pricing, please
contact us; we’ll investigate and correct promptly.
How do I cancel our Case Swarm account?
We’ll be awfully sorry to see you go, but cancellation of an account can be controlled
by the Case Swarm administrator for your department/unit/company. You can cancel
your subscription directly from your PayPal account or within the system. Cancellations
are typically on a swarm then all related cases basis, so if your department cancels
a subscription, it will take effect on the renewal date, but not affect other departments
who continue to value the service. Because services are provided monthly and paid
for in advance, any cancellation between billing periods will only take effect on
the first day of the next billing period.
Please note that as of the effective date of cancellation (see above), the information
contained within existing or archived cases will be lost.
Can I cancel at any time?
Yes, but because services are provided monthly and paid for in advance, any cancellation
between billing periods will only take effect on the first day of the next billing
period. On that date, Case Swarm system access will be revoked.
How do I add someone from a different department/unit/company to my case?
If the person is already a paid user of Case Swarm, you may search by name in the
administrator tools (exact Case Swarm name and email match is required for privacy/security
reasons), and extend an invite to join a case. The system will issue an email inviting
the user to join the case, and when the user follows an accept link, will be approved
to participate in that case. This functionality is provided on a case by case basis.
Note that the affected user(s) are still paid for by their originating department,
unless other arrangements are honorably made.
If you need to change the assignment of responsibility for payment from one department
to another, this may be achieved through the Account tools available to Case Swarm
administrators. Affected users will be emailed by the system to confirm the new
assignment of payment responsibility.
If the proposed user is not currently a Case Swarm user, usual methods of inviting
and accepting payment responsibility for the user apply.
How is my data backed up?
We backup your data nightly to a server domiciled separately from the primary server
hosting Case Swarm. Again, all servers are in Canada.
What about data security?
Your data communication is encrypted by 256-bit High-grade Encryption.
What browsers can work with Case Swarm?
Internet Explorer: Version 9 and above
Mozilla Firefox (for Mac and Windows): Version 3.5 and above
Google Chrome (for Mac and Windows): Version 7.0.517 and above
Safari (for Mac): Version 5.0.2 and above