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Frequently asked questions

General

  • Is the Roser suite standardized software?

    All Roser applications are standardized; customers use our software for their own work processes. Upon purchase, applications can be used instantly once customer specific configuration has been completed.

  • How can I request more information about a product?

    You can request a demo via our website.

  • How will Roser provide support for my company?

    As a software provider, Roser offers realistic incident solving times. We would like to invite you to examine our SLA options. Together, we will come to an acceptable and satisfying agreement. Temporary helpdesk service (e.g. 24/7) can be arranged as well (with additional costs).

  • What costs are involved with purchasing the software?

    Implementation costs are based on the selected Roser applications, the size of the user group and the utilization of the licenses. The latter is based on concurrent use.

    We will budget a cost breakdown when we receive sufficient input about your requirements for the software.

    The total investment for purchasing the Roser suite consists of:

    • Implementation (data migration).
    • Licensing & infrastructure cost.
    • Initial (online) training and ongoing user support.
    • Maintenance support fees.
    • Service requests (RFS).
    • Software request changes (RFC).
    • Required interfaces with external third-party applications.
  • Is Roser ISO-certified?

    Yes, Roser is ISO-certified (ISO/IEC 27001:2013).

  • Where does Roser operate?

    We operate worldwide. Our software can be used anywhere in the world. It is also possible to hire our consultants from across the globe.

  • Can Roser be used in combination with my ERP/CMMS system?

    Our standard solution for interfacing is based on the middleware principle. Possible middleware solutions are Biztalk®, SSIS® or MS access®.

    Roser connects to the middleware with our interface application Exchange-IT. Data exchange is provided by using stored procedures and business rules to allow validations and control by the (turnaround or daily maintenance) organization.

    Options for interfacing: notifications, asset data, functional locations, materials, work orders, characteristics of equipment, work centers, etc.

    For interfacing with Oracle Primavera P6®, Roser offers a P6 API. This interface handles all data interfacing between Roser and P6®.

  • Is interfacing with scheduling software possible?

    We provide an interface with Oracle Primavera P6® based on the Oracle P6 API. All relevant data fields are handled between Roser and P6 by the API and require minimum effort from the scheduler. Roser maintains the interface as part of the SLA with our customer. Important: If you want to use Roser in our Cloud, it is not possible to use your own P6 licenses due to security (firewall) reasons, Oracle P6 license policies and/or version/patch no. differences and restrictions. For MS Project®, we do not provide an API. Data from Roser can be exported with Roser Exchange-IT.

E-Learning

  • In which languages is Roser E-Learning available?

    The Roser E-learning is available in four languages: English, Dutch, German and French. Take note, not all courses are available in all languages. Below, you find an overview of all our courses and the languages in which they are available.

    • Scope-IT - NL/EN
    • Systems-IT Work preparation - NL/EN/DE/FR
    • Systems-IT QAQC & Handover - NL/EN
    • Systems-IT - WP Code user - NL
    • Schedule-IT - EN
    • Blind-IT - NL/EN
    • Weld-IT – NL

    When you sign up for a course via our online application form, you will automatically see if the course is also available in your language.

  • What are the advantages of following a course?

    The advantages of Roser E-Learning:

    • Our E-Learning courses can be taken through the internet, from any location.
    • The courses are available 24/7. You decide when you want to study!
    • Online support from a Roser coach and discussion with peers via the student forums.
    • Practice the theory and execute the exam in a realistic demo environment.
    • Companies ensure their employees can work with Roser responsibly.
    • After a successful completion of the exam, students receive a ‘Certificate of knowledge’.
    • Students improve their position in the labor market.
    • An easy and fun way to quickly get familiar with our software.
  • What is the duration of an E-Learning course?

    Per course, you have a maximum of eight weeks’ access to the study environment. After these eight weeks, it is possible to request a course extension, in blocks of two weeks.

  • How can I sign up someone for the E-Learning?

    Roser gladly receives your application for an E-Learning course via the online application form available on our website. You will find this under the header ‘E-Learning’ in the main menu. Please enter as much information on the form as possible. This will speed up the signup process. Do you want to sign up more than four students simultaneously? Please contact our office to discuss how you can best provide us with the student data. This way, you will not have to fill out an application form for every student.

  • I have signed up for the E-Learning. When will I receive a confirmation?

    As soon as you have submitted your application via our website, you will receive a confirmation message on your screen and in your mailbox. Providing that the requested start date is available, the student will receive his/her login data on that date. If this date is not available Roser will contact you to discuss a suitable alternative.

  • I have signed up for the E-Learning? When can I start with the course?

    A completely filled out application form (including purchase order number) needs to be received by Roser at least two weeks before the desired starting date of the course. This means that you will have to keep a waiting time of two weeks into account before the course can be started.

    Unfortunately, we cannot guarantee that applications with a period shorter than two weeks between signup date and desired starting date will have access to the course on the desired starting date. If this is the case, we will suggest an alternative starting date.

  • How does Roser deal with security of personal data?

    Roser will handle your personal and company data strictly confidential. This data will only be used to sign you up for the course, send you the payment information and optimally support you during the course. Roser does not share customer data with third parties.

  • I have obtained my certificate. How long will it be valid?

    The certificate is valid until two years after its distribution. Students themselves are responsible for renewing their ‘Certificate of knowledge’ after these two years have ended. After successfully completing the renewal exam, the certificate will again be valid for two years.

  • I have started a course but would like to put it on hold. Is this possible?

    Yes, this is possible. Please inform us as soon as possible, if you are unable to study during your course period. We will put your course on hold, so your course period will not expire unused. When a course has been put on hold, you will not have access to the course.

    This principle cannot be invoked retroactively: you need to contact your Roser coach before interrupting your studies, and not after.

    A condition for putting your course on hold is a new starting date for continuing your course.

  • I have failed my exam. Now what?

    If you did not successfully complete the exam, you can do a re-exam within two weeks after the first exam. The resit needs to be scheduled within the eight weeks of the standard course duration. We therefore advise you to schedule your first exam at least two weeks before the end of your eight weeks’ access. This ensures you will have time to participate in the re-exam, if necessary.

Consultancy

  • Will change requests be implemented in the software?

    We aim to offer standardized software, so changes to our software will only take place after a thorough evaluation process. We advise to involve our consultants in change requests before these requests are registered and formally requested via our Tick-IT system. Changes that are too customer specific will not be implemented.

    Many change requests require upfront studies by several specialists in our team. In many cases, additional cost will be invoiced for these studies without any guarantee or commitment that these changes will be implemented in the software.

    Requests to invite Roser consultants at your premises can be obtained by creating a request for service in our ticket system Tick-IT.

  • How long will the implementation phase take?

    A rough timeline for implementation can be set up as follows:

    • Small, practical sites can be implemented within 4 - 8 weeks.
    • Larger sites and organizations can be implemented within 3 – 6 months.
    • Additional interfacing could increase implementation time with another 2 - 4 months.
    • Direct available data (formats in access, excel etc.) could improve the implementation time.
    • Roser Cloud 'templated' turnaround projects can be started immediately after the purchase of a receipt. It is based on a complete configuration by Roser.
  • What does Roser consider optional support?

    Support not included in the SLA fee: 

    • Consultant support, on-site or off-site. 
    • Advice on methodologies and approach. 
    • Wishes, RFC, RFS. 
    • Data import, setting up structures, DAEX module set up (maintenance at choice).  
    • Test environment setup and customer UAT. 
    • Roser E-Learning: additional training. 
    • Hardware purchases or rental and all related site actions. 
    • Helpdesk support for products of a third party, such as operating systems etc. 
    • On-demand copy database customer. 

    Optional support can be requested via Tick-IT.  

  • What are typical actions during the implementation phase?

    Before the software can be used, Roser and the customer need to cooperate to ensure that all data fields and settings are prepared, implemented and interpreted correctly. Since Roser works with standard job libraries, resources codes, turnaround phases, unit rates and language tables, these actions are part of the implementation. In general, Roser maintains an advisory role while the customer participates in and reviews the implementation. Roser aims to use the best available solutions and methods without overlooking the customer specific needs.

    Several subjects like asset data (functional locations, equipment/tag numbers, material articles etc.) are always provided by the customer. It is important that the customer Roser administrator is available at the start of the implementation.

    Additionally, it is also possible that a Roser consultant provides group trainings on-site. During these trainings, the desired subject is explained, and you can ask questions about the software.

  • How will the software be configured for my company?

    One of the main advantages of the Roser applications is that the software can be configured and maintained by customers themselves (in close contact with a Roser consultant during the implementation phase). Several applications are based on an adjustable workflow. This means that the customer’s work process will be configured in the applications without the intervention of software development or IT specialists. All other maintenance fields will be configured based upon customer content (e.g. ERP/CMMS asset data, checklists, drop-down menus, risk matrix, etc.). Relevant and required ERP/CMMS data will be collected via the interface application Exchange-IT.

  • Can I request a pilot project to test the software?

    Yes, Roser can provide a test environment in the Roser Cloud. Setting up a test or pilot project will take approximately one week. A formal agreement and purchase order are required.

  • How far in advance do I need to request support?

    Roser would like to ask you to do this as soon as possible. We do our very best to meet your requests regarding the planning. However, the degree in which this is possible depends on your location, the complexity of your question and the availability of our consultants.

Technical/IT

  • Does the Citrix receiver only need to be installed once?

    Yes, the Citrix receiver client must be installed on every workstation. We advise the most recent version of Citrix receiver. Please consult our ICT department.

    We support the Citrix receiver version 4.3 and higher. Support for Windows, Mac and Android.

  • What are the minimal technical requirements for a connection?

    Citrix is used in a WAN environment and makes use of its technical requirements. The minimal requirements for a connection is 50 kbps to 200 kbps per user.

  • How will the updates be implemented in the software?

    When you are a customer of Roser, new updates for our software will become available periodically. In such cases, we will discuss whether you will use this new version and if so, what will be the appropriate moment to install the update. This process will always be guided by one of our consultants.

  • How do licenses via the Cloud work?

    Roser offers a mixed package for the Cloud solution. This package can include a selection of various Roser applications. Example: the customer wants to use Scope-IT, Systems-IT and Blind-IT in the Cloud. He can use these applications without limitations and for a fixed price per month, based on the concurrent user principle, including SLA.

    At the end of the month, the customer receives the invoice based on the number of user accounts and the concurrent use of the Roser applications. This invoice needs to be paid for the actual use of the complete solution provided by Roser.

  • Which operating system does Roser use?

    Roser uses the Microsoft Windows operating system for its desktop applications. The web-based applications run best on Google Chrome or Internet Explorer. All mobile apps are Android based. Recent versions are supported. Please contact us for more information about support of older versions.

  • How does Roser handle data security?

    On top of our standard security, Roser uses 2FA for the Roser Cloud environment. This ensures an additional security layer for online accounts.

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Helpdesk / support

Customers with a Service Level Agreement (SLA) can request support at our helpdesk: +31(0)45-5462031

Or consult the following sources:

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