About The Iseehear Research Continuity Environment

Iseehear is committed to providing Trusted and Reliable continuous service and to that end, processes and services have been established to address the inevitable challenges that will arise from time to time.

The Iseehear Research Continuity Environment is one such service which consists of a back-up hosting environment and back-up subscriber database.

The Iseehear Research Continuity Environment is specifically set up to go LIVE in the event of a prolonged service interruption to our primary servers and databases.

What are Emergency Circumstances?

Emergency Circumstances can either happen on:
1. Iseehear's end (e.g. you are unable to access your data due to an issue on Iseehear's network or at Iseehear's hosting facility)
2. The subscriber's end (e.g. your internet has gone down)

1. In the event that Iseehear's primary servers are offline, or in the event of an emergency at Iseehear's hosting facility, emergency access to subscriber data will be provided via the Iseehear Research Continuity Environment.

2. In the event that there is an emergency issue on the subscriber's end and the subscriber cannot access their data, please be assured that subscriber data is safe and backed up regularly every 24 hours at a secure secondary location.
If the emergency on the subscribers end persists and Internet access cannot be restored within a reasonable timeframe, the subscriber can contact the Iseehear support team directly and request an Excel back up of their data.

How to Access the Research Continuity Environment

In the event of an emergency on Iseehear's end that requires activation of the Research Continuity Environment, subscribers of record will be notified via email by the Iseehear Support team that the Research Continuity has been activated.

Also when the notification is received that the Research Continuity Environment has been activated, we urge all subscribers to visit the Iseehear Support Desk Blog and Iseehear Support Desk Twitter account for updates and for confirmation that there is a legitimate change to SoftMouseDB account service access.

The email will contain the website address (URL) where subscribers can access their SoftMouseDB account and data as usual and additional pertinent information.

NOTE: Subscribers will continue to use their same username and password at the Research Continuity Environment website.

In summary:

• the only thing that will change regarding subscribers SoftMouseDB Account and Service is the website address (URL) from which subscribers will access their SoftMouseDB account
• Subscribers will continue to have full access to all of their data and SoftMouseDB functionality via the Iseehear Research Continuity Environment
• Subscriber data will continue to be backed up automatically every night as usual
• The Iseehear Support Desk will continue to assist subscribers and answer any questions they may have

Support Desk Blog: http://iseehearsupportdesk.blogspot.com
Support Desk on Twitter: http://twitter.com/IseehearSupport

Restoration of Service

1. Once the emergency has been resolved and the primary servers and databases are in proper working order, subscribers will be notified by the Iseehear Support team of the time and date that all data that was inputted into the Research Continuity Environment will be transferred (updated) to the main SoftMouseDB server.
2. As soon as the data transfer is complete, subscribers will be notified by the Iseehear Support team that access has been restored at the main SoftMouseDB URL (www.softmouse.net)

Additional Information

Iseehear Support Desk Channels:

a. Email: [email protected]
b. Notice Board: Located on the right side of the page below Username and Password login at www.softmouse.net
c. Support Desk Blog: http://iseehearsupportdesk.blogspot.com
d. Support Desk on Twitter: http://twitter.com/IseehearSupport