FAQs

Pre-Sales Trial Version FAQ

Below are answers to common pre-sales questions on DidItBetter Software sync app trial versions.

Do you have a trial or demo? Is it limited?

We offer one 21-day full functional trial version so you can test the app to make sure it meets your sync requirements before ordering a license. You can download trial versions of our calendar and contact sync apps in our Downloads area.

During the trial, there is no limitation on how many sync relationships you can create for testing. For anyone trying out the GAL synchronization features, there is no limit of how many mailboxes you can sync to during testing. We do recommend you consider licensing the app a few days before the trial ends to get your licensing squared away and avoid interruption in synchronization.

When you visit our Downloads area, you will be asked to create an account to access this part of our website, then asked to log in. Evaluation email support is available for trial users who provide accurate contact information and a valid corporate email address. The contact information you provide is strictly for our internal use to follow up with you to ensure you are having a successful trial experience and to offer you a license recommendation/quote.

DidItBetter Software respects your privacy and does not sell or share your information. For more information, view our Privacy Policy.

When does the trial countdown start?

The trial countdown begins once you install the trial version and create your first synchronization relationship. You can use it for 21 days. Before creating the first sync relationship, make sure you have enough time to fully test during this time since the trial can’t be extended. Each folder type/module has its own separate trial clock. For example, you can initiate a trial for Calendar synchronization now, then try Contact synchronization at a later time. Make sure you have time to fully test and evaluate the app since once the trial period ends, we cannot extend the trial.

Is anything installed on each individual machine and mobile device?

We like to keep things simple. It’s a single point installation, meaning you install it on one machine which acts as your replication device. Nothing is installed on each individual workstation, mobiles or smartphones. The installation and any configuration is all handled from one place giving you full control to centrally manage the synchronization tasks. Save time and reduce your workload by not having to worry about installing, deploying, and maintaining the app on multiple systems and devices.

What happens when the trial ends? Do we have to reinstall and set it up again when we buy a license?

You need to license the app to continue using it – contact us for a quote. When the trial ends, items will stop syncing and the information stays in the destination folder, but will no longer be synchronized with anything added, modified, or deleted in the source folder.

To continue using and enable synchronization once the trial ends, you will need to purchase a license to use the app, then submit a registration request from within the app (product activation instructions). Once your registration request is received, our Licensing Desk will email back license keys. Enter the license key(s) in the console license menu to activate it from trial mode. We automated this step so if the service account receives email, it will auto-license when you open the console. The license key will reactivate syncing and pick up where it left off.

You won’t have to reinstall our sync app unless you installed the trial on a test box instead of a live production machine.

The trial ended. Can we have a few more days?

Once the trial ends, a license must be ordered to activate the app for continued synchronization. Most trial users have a good feel for how our sync app works within 10 to 15 days of installing and using it. When the trial ends, synchronization stops and a license key is needed to activate it for continued use. To activate the app from trial mode, you’ll need to purchase a license and submit a product registration request from within the app.

If you need to continue testing a few more days, we offer smaller licenses you can purchase to complete your testing with a few relationships. For a license quote, contact us.

Can we set up a time to view a demo before downloading a trial?

Yes, we can schedule a time for a quick demo of our app. Send us message on live chat with your sync requirement, number of users, and current platform. One of our consultants will reach out to you to set up a time for a brief demo.

 

Which of your sync apps should we try?

If you’re not sure which app is best for you or your client, contact us for a recommendation. Let us know what type of sync you’re trying to accomplish, for how many users/destination mailboxes, and your platform (on premise Exchange, Office 365, hybrid, hosted Exchange, etc…).

Add2Exchange satisfies most sync requirements for on-premise Exchange 2019, 2016  (and prior versions), Office 365, hosted Exchange, hybrid AD. If you need to set up a cross tenant GAL sync between two different Office tenants/domains, for multiple GAL sync relationships, syncing from one tenant to another tenant in 365, or consolidating GALs from different tenants – contact us for a quote.

Try Add2Outlook for a single user sync between two folders, or for Outlook users who want to replicate between two local PST files, or a PST file with a hosted Exchange public folder.

For those looking for a hosted options, ask about our Hosted DidItBetter Sync services.

We're trying your app for the first time. Do you offer support if we get stuck during the install?

You can use our simplified one click guided installation to install it on your own. Prior to installing, read the product documentation/install guide for prerequisites, system requirements, and helpful install tips.

Yes, we offer support for first time, new trial users – open a ticket online or leave a message on live chat. Support includes assistance with the initial install, configuration/setting up but does not include migrations, moves, crossgrades, customization services or support for 3rd party products. We offer a single remote session to install and guide you through best practices – contact us for pricing.

You can also access the install guide and DidItBetter knowledge base full of helpful and informative How To technical articles, FAQs, release notes, product documentation, and self help support topics. 

Licensing FAQ

Below are answers to common license questions. For a license quote, contact us.

I'm not sure which license we need. How can I get a quote?

Live chat, call, or email us for a license recommendation – contact us. Let us know what type of sync you’re trying to accomplish, how many users/destination mailboxes, and which platform you’re using. We’ll send back a license recommendation with a quote. When you’re ready to license the app, reply back with the preferred option and we’ll send you an online store payment link to complete the order.

How does your licensing model work?

For Add2Exchange 365/Enterprise, we offer five licensing tiers — 2, 10, 20, 50, and unlimited relationships. The unlimited relationships covers all users in a single Exchange organization unit, where the app is installed on one replication machine for one end user company. You can license one folder type (Contacts with GAL Sync Manager or Calendars) or the Sync Suite (Calendars, Contacts with GAL Sync Manager, Tasks, Posts, Notes). If you are a hosted services provider interested in offering our sync app to your hosted clients as part of your hosted services solution, or if you are a parent company with several subsidiaries or mulitple branches/locations interested in using our app, contact us for a quote.

For DidItBetter Cross Tenant GAL Sync between two domains or tenants, contact us for a quote. 

What counts as a relationship and how many do I need?

Every source to destination combination (folder pair) is one relationship. The source is the folder new items are made in, and the destination represents the target folder you want to sync a copy to. How many you need depends on the number of folder pairs as well as the direction of the relationships for each folder type. Relationships can be made between any combination of folders – user mailbox folders, public folders, resource mailbox etc. – of the same folder type.

For example:

  • If you’re doing GAL synchronization, count the number of user Contact mailboxes you want to sync it to. For 35 users, you need the 50 relationship license; for over 50 users, the unlimited relationship license.
  • If you are pushing one source folder to 50 users (destination/target mailboxes), you will need 50 relationships.
  • If you want to create a ‘full mesh’ series of relationships, where users can make items anywhere and replicate everywhere else, the number of relationships is calculated by “n+1 x n” if using a public folder, or “n-1 x n” if not, where n = the number of destination folders. For a full mesh sync of one public folder with 6 users, you will set up 42 relationships and need the 50 relationship license. — the calculation: (6+1) x 6= 42. For a private to private sync among 3 users, you will set up 6 relationships and need the 10 relationship license — the calculation: (3-1) x 3 = 6.
  • If you are mutually synchronizing 10 folders (each folder is both a source and destination, so they essentially form one big folder), then you need N*(N-1) or 90 relationships = unlimited relationships — the calculation: 10 x (10-1).
  • If you’re doing a one-way sync from one public folder to 15 users, you will fall under the 20 relationship licensing tier; for a one-way sync from 10 users personal folder to one public folder, 10 relationships. If you have these relationships set up as bi-directional to allow for editing of the destination folder copied items, you would not count add another relationship.

Let’s say you’re setting up a Calendar sync. An example of a relationship would be from User A’s Calendar folder to User B’s Calendar folder — this would be one relationship. Any new appointments User A makes in his/her Calendar folder will copy to User B’s Calendar folder. A relationship is directional, meaning direction matters. If you also want to sync User B’s new appointments to User A, you would set up another separate relationship from User B to User A’s and this would count as another relationship. In summary, if you need two folders to have the same contents and each user is able to add items in his/her own folder for the other to have a copy, then you need two relationships, one for each direction. This way items added to User A’s folder shows up in User B’s and items added to User B’s folder shows in in User A’s.

A relationship is based on the folder, not the user. Let’s say your user has more than one Calendar folder to be synchronized then each folder requires a separate relationship. Similarly, if you are synchronizing one source folder to multiple destination folders, then each destination folder requires its own relationship.

Keep in mind relationships do not chain, so you cannot synchronize items from folder A to B to C and get the items from A to show up in C. You need to set up a direct relationship to each — from A to B and another direct relationship from A to C. A good example of this is a calendar sync among 3 users Calendar folders with one public folder Calendar. There’s a calendar relationship set up so User 1 Calendar folder will sync to the public folder. That same public folder has three relationships set up to sync to User 1, 2, and 3’s Calendar folders so any new appointment made in the public Calendar will sync to each of these users. When User 1 creates an appointment in his/her own Calendar, it will sync to the public folder but not to User 2 and 3 since the copied items in the public folder from User 1 will not sync automatically to User 2 or 3; you need to set up a direct relationship from User 1 to User 2 and User 1 to User 3 so they can get a copy of User 1’s new appointments.

When you go through the trial and create the relationships, you will have a better idea of the number of relationships you need.

If you have questions on how many relationships you need to license for each folder type, contact us.

What's a license value bundle?

A license value bundle includes a software license of the DidItBetter sync app folder type(s) listed in the order and tool licenses. All new license value bundles include at least one year of software assurance for your updates and upgrades available for download (2 and 3 years also available), and at least 4 hours of Premier Support for remote/phone support assistance with one of our engineers (8 hour, 12 hour and Annual Support options also available). Purchasing a value bundle up front offers significant savings over buying each component separately.

I just purchased. When will I get my license key?

You need to submit a registration request from within the software app. Briefly, you would log on to the replication machine, open the DidItBetter Management Console, go to the License menu option to complete end user info and select the folder type being licensed. The license address is located in Step #2. Once you press Accept, the license request will be emailed to our Licensing Desk. For detailed instructions, refer to the product guide under Licensing. You can also reference the following topic: Product Activation instructions. If you need help submitting the request or applying the license keys, open a ticket online.

Once your order is processed and license registration request is received and reviewed by our Licensing Desk, license keys will be emailed to the licensed end user. Save a copy of this email for your records since it contains your license key and software assurance subscription information.

If you are licensing a value bundle, you will receive multiple emails. Each key sent is unique and specific to the folder type, module, and/or tool listed in the email. Each has its own different license key. Make sure you apply the correct license key in the corresponding module (Calendars, Contacts, etc).

NOTE: We have automated the application of licenses so when you open the Add2Exchange Console or run the Add2Exchange Service, it will automatically license once you receive your license key emails. You must be running Add2Exchange (at least version 21.1.xxxx.xxxx) to auto license for renewals.

What kind of support do we get with the license?

You have access to our DidItBetter online support knowledgebase full of helpful and informative How To technical articles, FAQs, release notes, product documentation, and self help support topics.

If you can’t find what you’re looking for online, basic email support is available during your software assurance term. Every new license includes at least one year of email support on the licensed product — two and three year options also available. To request email support, open a ticket online.

Premier Support is also available if you need remote/phone support assistance – visit our Support FAQs for available options and pricing. If you purchase a value bundle, we include a 4 hour block of Premier Support which covers up to 4 hours of remote/phone support help with one of our engineers. Sessions are held by appointment. All license value bundles include at least 4 hours of Premier Support — options available with larger blocks of time. For organizations who prefer an Annual Support plan with their software licenses, contact us for more info on our DidItBetter Annual Support plans.

See also Support FAQ.

Ordering and Downloading FAQ

Below are answers to your questions related to placing an order and downloading our apps.

How do we order?

Online. New licenses and support options are available for purchase on our secure online store — Shop Sync Software. If the item is not listed on our online store, send us an email or start a live chat with us and we will help you with your order.

By Phone. You can contact us to place an order by calling (813) 977-5739. If you are located outside the USA, dial +1 (813) 977 5739.

If we already sent you a quote, reply back to the email with the preferred option and we will send an email back with a shopping cart link so you can complete your payment online.

For terms and conditions of the sale, view Terms and Conditions | Privacy Policy.

Which payment types do you accept?

We accept major credit card and debit cards — Mastercard, VISA, American Express, and Discover credit cards and bank-issued debit cards for payment and to expedite license keys/support. All orders are processed through the online checkout.

We accept POs for orders over $1500 (US Dollars) with Net 10 day terms if you company prefers to mail a company check. Contact us for a formal quote and email us your purchase order. As the software manufacturer, our terms and conditions apply to the sale. If your Purchasing team has any additional purchasing questions, contact us. Wire transfers may also be arranged for orders over $2000 – contact your dedicated DidItBetter Software account manager when you are ready to place your order.

How do we get the software once we purchase a license?

Our apps are available as digital software downloads from our website in the Downloads area. We don’t ship any media.

To access the Downloads area, create an account then log in and go to Downloads. There are three packages for each edition of Add2Exchange – New Installs, Upgrades, and Release Candidates. Make sure you understand the difference before downloading.

  • If this is the first time you’re downloading an app, select the full package under the section ‘New Installs’.
  • For existing licensees with valid software assurance in place or trial users checking for updates after a license was purchased, select the app under section ‘Upgrades’.
  • Sometimes we post release candidate beta versions under ‘Release Candidates’. These builds have the latest features, bug fixes, and are generally stable, however you may want stick to the released version if you are not comfortable using beta versions.

Software Assurance FAQ

Below are answers to questions asked about software assurance which is different from support.

What is software assurance?

Software assurance covers updates and upgrades on the licensed app available for download from our website for the duration of your software assurance term. We offer new licenses with a 1, 2 or 3 years software assurance. Software assurance also covers basic email support on the licensed app for the duration of the software assurance term. Basic email support doesn’t cover third party product support, migrations, moves, crossgrades, customization requests, disaster recovery, email support escalated to higher level support for resolution, remote or phone support which require Premier Support.

With valid software assurance in place,  you qualify for discounted licenses add more to your current license if you licensed the app for a certain number of relationships. For those who have Premier Support in addition to active software assurance, you’re also eligible for one free license transfer (value $150) for an upcoming migration/move project — for example if you are moving the app from one replication machine to a newer one or doing an Exchange migration to a newer version that triggers re-licensing.

If I buy a license with 1 year software assurance, do I have to buy a new license each year to continue using it and is it the same price?

A few weeks before your Software Assurance comes up for renewal, we email you a renewal reminder notification. Software Assurance Renewal pricing is less than the price of a new license. We average several updates a quarter and one upgrade per year and we recommend checking for updates monthly.

Add2Exchange licenses are perpetual, however, we recommend keeping your software assurance active to continue receiving any updates and upgrades released instead of buying a new license when a new version is released. If you make a change to your underlying infrastructure or environment (migrations, moves, new platform or O/S etc), it may trigger re-licensing or a newer build so it’s best to keep your software assurance active to avoid having to buy a new license. If Microsoft or Microsoft update services change something which triggers a new release of Add2Exchange, licensed end users with valid software assurance can download and use the new build. Let’s say we release a new build with improved functionality, new features and enhancements, licensed end users with software assurance would be able to use the new build under their software assurance subscription.

Add2Outlook licenses are subscription based and require an active software assurance subscription to also continue using the app.

In summary, you wouldn’t be buying a new license at the same new license price. We offer a discounted software assurance renewal so you can continue receiving the benefit of both free updates and upgrades for your licensed app. Unlike other software providers, we cover build updates and also include upgrades within your software assurance subscription (version 20 to version 21, for example). Many software companies limit software maintenance to incremental updates (for example, for licensed version 20, updates would be 20.1.2 or 20.3.6 not the next full version number up 21).

Does my software assurance cover upgrades to any DidItBetter Software app?

Your software assurance only covers updates and upgrades on the app(s) you licensed for the duration of your software assurance term. If the sync app you’re running is retired (Add2Exchange Standard for example), end users with valid software assurance will be offered a discounted crossgrade path to one of our other DidItBetter Software sync apps (Add2Exchange Enterprise/365, Add2Outlook). Contact us for your crossgrade options.

What happens if I install an update/upgrade after my software assurance term ends?

It will stop replicating until you purchase a license and re-license the app by entering a new license key. Because of changes from version to version, downgrading to a previous version after an update/upgrade is performed is not possible due to the changing technology and we do not guarantee it can be done. Attempting to downgrade and revert a vm machine to a prior state is highly damaging to the sync environment and can cause data issues requiring hours to remediate.

Before installing an update/upgrade on the same replication machine licensed, always first check to see if you have valid software assurance before attempting an upgrade and don’t upgrade if expired. You can check within the app under the Licensing / Status or view your license key email for software assurance expiration date. If you’re not sure what your software assurance end date is, contact us.

We recommend keeping your software assurance active so you can continue to get new builds/updates of your licensed app rather than buying a new license each time an update or upgrade is released. New builds are released to keep up with Microsoft updates/changes and also include software enhancements.

 

I'm a licensed end user. Where can I check to see if we can get the new updated version for free?

You can find your software assurance expiration date by checking the app’s Console or look for the license key email you were sent when you activated the app or renewal the software assurance last.

  • For Add2Exchange, log in as the Add2Exchange service account and open the Add2Exchange Console. Look at the folder line for Software Assurance expiration.
  • For Add2Outlook, the subscription date is listed next to your license key in the Add2Outlook Console.

If your software assurance expiration date is today or at a later date, you can download and install the upgrade since you’re within your software assurance term.

If the date is in the past, you may have renewed your software assurance, but forgotten to submit a license registration request for your renewal license keys. Live chat with us or contact Customer Care for a quick review of your account. Upgrading will require a new license request — product activation instructions.

If your software assurance is expired and you did not renew your software assurance, contact us for a license quote and purchase one of the options to upgrade and to reinstate your software assurance.

What type of support do we get under software assurance?

Software Assurance includes basic email support on the licensed app for the duration of the Software Assurance term. Basic email support doesn’t cover issues related to third party products, disaster recovery, email support requests escalated to higher level supprot for resolution, crossgrades, remote and phone support, migrations, moves which require Premier Support.

When buying a license value bundle, a discounted 4 hour block of Premier Support is already included which covers up to 4 hours of remote/phone support with a tech. Sessions are held by appointment weekdays between 9 am and 5 pm ET. Value bundles are also available with 8 or 12 hours of Premier Support for organizations who prefer a larger block of time. 

To submit a support request, Open a Ticket online.

For those organizations who prefer to have annual support included with their license, we offer a DidItBetter Software Annual Support Plan – contact us for a quote and more info.

See also Support FAQ.

How often do you find that organizations using O365 or on prem Exchange have to upgrade your apps?

Software Assurance is important regardless of platform being used. IT providers and consultants have clients who sometimes drag out upgrades as long as possible while running the same version of Exchange. Some feel Microsoft is always upgrading O365 which require updates more frequently. In terms of hardware, organizations with a limited technology budget seem to hold off on server, workstation, hardware upgrades. When it comes to software, we see a different pattern.

Regardless of platform being used,  it is  important to keep your software assurance active especially with releases of newer third party platforms, older versions being discontinued and retired (no longer supported), MS service pack releases with updates/changes, for security purposes, for moving apps from one server/vm to another, and so forth. Most organizations today recognize the importance of staying up to date with technology and use newer Exchange platforms (or a version behind), or may have opted to migrate over to Office 365 or a Hosted Exchange platform. 

Most keep their software assurance active to take advantage of free updates and upgrades which is more cost effective than buying a new license each time a new release is launched and to benefit from DidItBetter Software enhancements and new features. Sync Admins check and run their DidItBetter Software updates and upgrades as part of their regular maintenance schedule. As mentioned prior, we average a few updates a quarter and one major upgrade a year. 

Support FAQ

Below are answers to general questions about our support service levels. For in-depth technical support topics, visit our online support knowledgebase.

How do I open a ticket for support?

From the navigation menu under Support, select Open a Ticket to complete a short support request form. Here is the direct link: open a ticket online.

 

What level of support is available once a license is purchased?

For self help support, search our online knowledge base for informative How To articles, product documentation, FAQs, and more. If you’re new to using and/or supporting a DidItBetter Software installation, we can help. All of our licenses include basic email support for the duration of your software assurance term (1, 2 or 3 years). For email support, open a ticket online.

When faster resolution than back and forth email is needed, or for email support requests escalated to higher level support, we offer remote and phone support under Premier Support. Our license value bundles include 4 or 8 hours of Premier Support – open a ticket online to request a session.

For non-Premier Support accounts, escalated Level 1 and Level 2 support requests may be covered under an individual Single Session support.

For organizations who prefer to outsource DidItBetter Software maintenance updates and support to our certified DidItBetter professional services team for V.I.P. priority support, we offer several DidItBetter Software Annual Support plans.

 

RELATED TOPICS

We have Premier Support. How do I schedule a session?

The preferred method is to open a ticket online to request a session and provide us a little background on what you need help on.

You can also call us at (813) 977-5739 or contact your dedicated account manager to schedule a session. Another option is to start a live chat with us and if we’re offline, just leave us a message and we’ll get back to you with available time slots.

Sessions are held by appointment weekdays between 9 am and 5 pm ET, excluding U.S. holidays. After hour support requests are evaluated on a case by case basis and may also be accommodated outside normal business hours.

Hosted DidItBetter FAQ

Below are answers to questions asked about our Hosted DIB Sync services. Our hosted services are for businesses and organizations who need to sync corporate calendars and contacts automatically and are looking for an off-premise, cloud-based sync services offering.

We're on Office 365 looking for a cloud-based calendar and contact sync solution. Do you offer anything along those lines?

Yes, if you’re looking for a hosted, cloud-based calendar and contact/GAL sync solution, we offer hosted sync services. Our hosted solution is ideal for organizations ditching their servers for cloud-based solutions to move away from having to install, maintain and manage in-house systems. Contact us for more info and a quote.

We don't have a machine to install your software on. How can you help us?

We offer a virtual Hosted  DIB Sync service with Hosted Add2Exchange installed, configured, and managed by our DidItBetter Software professional services team. Contact us for more info and a quote.

Is this an annual hosting plan, or monthly?

We offer an annual hosting plan. Our hosted sync services cover a 12 month term. Hosted services are renewable annually before your hosted services subscription ends to avoid interruption in synchronization activity. Our annual hosting option is discounted when prepaid for the year.  If you prefer to Pay as You Go, we also offer a monthly payment option with a minimum 12 month term. Contact us for more info and pricing.

Reseller FAQ

Below are a few answers to questions from IT managed service providers (MSPs), value added resellers (VARs), IT consultants, cloud service providers (CSPs) interested in recommending and reselling our award-winning sync apps to their clients.

We have clients who need your software. Do you have a reseller/partner program?

Yes, we have a DidItBetter Software Authorized Partner program and would love for you to join our authorized reseller team. There are NO fees to join and NO technical/certification requirements. Contact us for your DidItBetter Software authorized reseller information kit.

Do you offer reseller pricing?

Yes, we extend discounts to authorized resellers who sell our software licenses to end users. Contact us by email or live chat with us to request a DidItBetter Software Authorized Reseller information kit. We would love for you to sign up and join our team.

Contact us on live chat or call (813) 977 5739 with any additional questions.