General Support Questions
How do I access LOG-NET support services?
For general usage of the LOG-NET system, you may contact our customer service group at 732-758-6800 or email SUPPORT@LOG-NET.COM. Most LOG-NET customers have a principal support representative assigned. If you do not know yours, our customer service group will let you know. This person will also have access to network services and project management support.
How can I get access to the user manual?
Once you log into LOG-NET, you will find a web link at the base of each page that will connect you to the online help system. The online help system has a complete copy of our user manual. You can also request a printed copy of our documentation through your account support staff within our customer service group.
How do I obtain a user ID and password?
You can request a user ID from your internal primary account sponsor. You can also request an ID and password through our customer service group, but this request will be validated with your internal account sponsor. If you do not have an internal sponsor our customer service group can set you up as a new client.
Are your systems monitored around the clock?
Yes. Our support and network services staff monitors our system around the clock in our private data centers. We also have offices around the world that share support coverage through various time zones.
Can I get support for business process reviews or presentations?
Yes. LOG-NET has subject matter experts and presentation staff that can facilitate, on a consultative basis, presentations and business process reviews.
Can LOG-NET train my suppliers overseas to interface with me or use the system?
Yes. LOG-NET has experience and courses designed for overseas supplier training and certification. LOG-NET has performed on-site, overseas group training as well as interactive, group Internet-based training.
How does your application support internationalization?
LOG-NET operates in more than thirteen different languages. The system language can be changed dynamically by the user. Available languages include: English, Spanish, German, French, Italian, Chinese (traditional), Japanese, Korean, Portuguese, Norwegian, Dutch, Danish, and Finnish. The application carries measurements in both metric and English. LOG-NET provides for currency conversion at the transaction level. All transactions are recorded in units that receive a qualifier identifying the transaction's currency. An exchange rate is also provided to convert the transaction currency into the base currency of the system. This methodology allows LOG-NET to process any currency.
What is your disaster recovery process?
LOG-NET's data centers are company-owned and operated by LOG-NET, Inc. The main servers are located in Red Bank, NJ with backup servers in Seattle, WA. The facilities have 24-hour monitoring, tape backup, hardware backup, and cross-site failover. We also utilize three ISPs to enable redundant connectivity at both facilities. Information is mirrored across our Red Bank and Seattle facilities.
Does your application support audit trail capabilities?
All screens in the system come with full audit trails with changes made to the particular screen. Audit information provides information detailing changes, including user, date, time, status, field, old value, and new value. This information is available on screen or in reports.
How does your application maintain data privacy and functional restrictions?
System security supports restricting users and/or work groups to specific modules and data. Within module security, the model supports create, read, update, and delete capabilities. Within each client, LOG-NET's data security provides the ability to limit a broad set of information by user-defined attributes. Some possible constraints are origin, destination, vendor, or carrier. Constraints can be combined to provide maximum flexibility in setting up user access to information in the LOG-NET system.
Electronic Interface Questions
What are the general steps in setting up an electronic interface with a trading partner?
- Request an interface (see the list of EDI modules in our support area) through your customer service representative.
- Obtain a license or use agreement for that interface.
- Submit trading partner set-up forms.
- Execute letters of indemnification that may be required for certain transactions. (Our support group will provide you sample letters.)
- If appropriate, supply a sample hard copy of the information to be transmitted, a file specification and a sample file.
- Our technical staff will evaluate and set up this interface and perform a unit test and bulk test.
- We will perform a review with you to clarify any issues with this implementation.
- Set a schedule of frequency and move the interface to production.
If my trading partner will not use your specification, can you implement their version?
Yes, but there may be an additional cost to implement this specification. We will perform the same steps, through #6 in the question above. However, we will quote you the time and cost to implement the custom specification. We will await your approval and acceptance of the effort before implementing the custom interface.
What information formats do you support?
LOG-NET has a long history in electronic interface implementations. Users of the system can implement our standard ANSI or XML based interfaces or select a number of other formats through our translation and interface design group. Other format examples include EDIFACT and flat files.
Can LOG-NET send and receive information to and from my internal systems?
Yes. LOG-NET has a large number of interface options available to clients. We have integrated with a large number of commercial and proprietary internal applications. It is very common for LOG-NET to receive purchase order or requisition information from one system and transmit shipment information to another.
How to Become a LOG-NET User
Is LOG-NET provided in a hosted environment?
Yes, LOG-NET is responsible for purchasing equipment, setting up the environment and maintaining the servers and connections.
How long does it take to set up the system?
The number of interfacing trading partners and systems are a big factor in determining the deployment time of the system. One popular approach is to begin using the system immediately; eliminating a lot of spreadsheet lists with a central web system and then adding electronic interfaces as the resources are available within your organization. Electronic interfaces with carriers and service providers can take approximately 3-30 days depending on the service provider's experience. Internal system interfaces can take approximately 20-40 days and are largely dependent on the availability of your internal systems resources.