FAQ

Frequently Asked Questions

1. Is your system FDA 21 CFR 11 compliant?

            Yes.

2. What network protocols are supported?

            The system is entirely web based, so HTTP via a web browser is the main method for accessing PointDragon. It is also possible to connect to PointDragon using SOAP web services. PointDragon can connect to other web services using SOAP or REST.

3. Does your application allow for remote access?

            Yes. The client requires only a web browser to run the application. As long as the server is configured to be accessible from remote locations, the application may be run remotely.

4. What is the minimum number and recommended configuration for servers? What are your requirements for back-up system/software?

            PointDragon requires one server running Apache Tomcat. It is recommended that the server utilize at least dual 64bit CPUs based on the x86-64 instruction set. Memory requirements vary by application, typically a minimum of 8GB is recommended. Data and ObjectDB databases are file-based and may be backed up using existing backup systems to a SAN or other storage.

5. What database is required?  What are the minimum and/or optimal hardware and software requirements?

            PointDragon requires an object database called ObjectDB which is included. It is usually installed on the same server as the main application and so the same system requirements apply.

6. What operating systems and/or databases can or does your product use as a backend? 

            The server is a java application and can run on Windows or Linux. It should be able to run on any system that has a java runtime. No database other than ObjectDB is required. An RDB such as Oracle or MySQL may be used.

7. What is your method for determining server and disk space requirements?

            The initial installation requires approximately 500MB of disk space. As all systems are entirely customized, actual disk space requirements are unknown. The use of a logical volume manager is strongly recommended on the application server to allow for dynamic allocation of disk space.

8. What is the capacity level of your system? How much data and how many simultaneous users can it effectively support?

            The amount of data the system can handle is limited only by available computer resources. Current client systems have grown to include many gigabytes of data including database tables with 10s of thousands of rows. The number of simultaneous user is limited by the hardware and the complexity of the workflow. However, a sophisticated system running on a single server should be able to handle 50 or more concurrent users. It is possible to add additional servers to increase the number of simultaneous users.

9. What is the minimum and recommended configuration for client workstations including CPU, RAM, video graphics mode requirements, operating system, and hard disk space?

            Client Workstations may run any operating system that may run a web browser. A web browser, including Internet Explorer 6+, Firefox 2+ or Safari 2+, is required. Depending on operating system, at least 512MB to 1GB of RAM is recommended. There is no specific requirement for hard disk space; there must be enough free space to run a web browser.

10. Which desktop operating systems are supported?

            Microsoft Windows, Mac, Linux (anything with a browser)

11. What support is included in the software purchase price?

            During the first year of operation the client receives unlimited support.  During each following year, support continues to be provided in an unlimited fashion, though an annual support/maintenance fee is initiated.  

12. Will you guarantee that software problems acknowledged by your company will be corrected within a specific time period?  If yes, what is the time period?

            Technical support includes upgrades, phone, and online support.  GraphLogic will provide phone support between the hours of 8am and 6pm, EST, on Monday through Friday, excluding holidays (Request Window).  GraphLogic responds to client requests for support within four hours of receipt of the request, provided, however, that the request is sent during the Request Window.  Requests sent and/or received outside of the Request Window will be responded to within four hours of the next following Request Window.  The client must appoint one individual to serve as a point of contact for phone communication with GraphLogic support personnel.

13. How are software problems communicated with your clients?

            Software problems are communicated through email to our technical support staff that address these issues immediately, or, the client can choose to enter bugs or requests for new functionality through an externally available IssueTracker application that is maintained by GraphLogic.

14. How are problem fixes/patches distributed to clients and implemented?

            After thorough internal validation, fixes/patches are first released to a QA environment at the client's site (or locally if the application is hosted).  The client has the ability to then test the system and provide feedback and/or approval to move the fix to production.  We schedule a mutually beneficial time to update the production environment.

15. In general, what is the number of client staff resources required to support your software after implementation?

            PointDragon applications do not require client support after implementation.  We will take care of the backup scripts and maintenance.  If we observe a problem with your server(s) then we would contact a system administrator to resolve the issue.

16. What skill sets are required to support your software?

            The application itself requires no support unless you were planning to extend the application further.  In this case, we offer 4 and 5 day training sessions on PointDragon development.  During these training sessions users can learn how to develop and modify applications within the visual programming environment and use these skills to add to their existing application(s).

17. What skill sets are required to customize your software? Can you provide an example of custom software written by a client?

            No programming skills are necessary.  PointDragon is a 100% web based visual programming environment that allows the user to drag and drop pieces of programming logic to create their application.  We provide 4-5 day training sessions.  Within a few days the end user is able to start building and/or modifying their own applications.  One example of a client-built custom software solution is a Manufacturing Information Management System (MIMS) to support laboratory processes and kit reagents.  The client built the MIMS entirely on their own using the PointDragon platform.

18. Can your system be linked with other products not of your making?

            Yes.  We use Web Services, APIs, Command Line, System calls, etc to integrate third party tools.

19. Summarize the roles of the vendor and client in the installation process if installed at the client site.

            The client should have a functioning server (we can provide recommendations upon request) with a configured operating system and network connection. We should be provided either SSH or remote desktop access (in the case of a Windows server) to server in order to perform installation. We will remotely transfer, install and configure LIMS and all necessary supporting software. Following installation, the client will be given instructions to logon and verify proper installation.  Installation can be completed in just a few hours.

20.  Are you GLP Compliant?

            Yes.  GraphLogic's electronic, physical, and network security have been audited for GLP Compliance by a third party vendor and found fully compliant.  In addition, GraphLogic's backup and disaster recovery protocols and procedures have been audited for GLP Compliance by a third party vendor and found fully compliant.