Technical & Security FAQ's



  • Are there internet connection requirements or browser requirements for ETO?

    ETO is a web-based, hosted solution. All that is required is an internet connection (while modem is sufficient, DSL is preferable), and Microsoft Internet Explorer browser IE7 and above.

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  • Are there any technical details that we should give to our I.T. person regarding what technology will be required to support this system on our end?

    ETO is internet based. You do not need any other technical details. It is Explorer based and MACs do not work well with ETO. A PC is best.

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  • Are there often access issues with a web-based system like this? I'm wondering if it'll happen very often that we won't be able to access the system due to technical difficulties within the system.

    Typically problems connecting to ETO are due to the service provided by your internet provider/carrier.

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  • What if our internet is down? How can we access a back-up for all registry files and statistical information?­

    If the internet connection is down you will not be able to access the information.

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  • ­Is client data stored only on Social Solutions’ server or will we have access on our own server in the event of an internet outage?­

    Data is only stored on Social Solution server. In the event of an internet outage, you would not have access to your program’s data.

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  • Is there a complication if your agency has its own shared server?

    ETO is web-based. Neither data captured nor the software files themselves will reside on a program’s server.

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  • As a consultant, I sometimes work from home. How safe will it be for using a wireless laptop?

    The security of the data is stored through Social Solutions, which is encrypted. The wireless connection through your personal internet does not affect the security of Social Solutions.

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  • If you can access the information anywhere how is that confidential and safe?

    Please reference the following Technical FAQ for an explanation of how Social Solutions ensures that ETO is secure. http://sites.google.com/site/etosoftwarehelpmanual/security-faqs

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  • Can the software be setup for various levels of user privileges?

    Yes. There are nine customizable levels of access, and these levels can be customized to allow certain users access to programs and features and client information that other users should not necessarily have access.

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  • Will the PA ETO Administrator have access to all data or just the data that is contained in the first two modules.

    The ETO Administrator (a PCCD Staff Member) will NOT be able to view any CLIENT DATA. 

     

    Much like your IT support person has access to your program's data, Social Solutions would have access to client data.  Social Solutions will not access a particular participant record without the expressed consent of the Victim Service Program.  Please note that in order for Social Solutions to provide certain areas of Technical Assistance with a specific Victim Service Program, they may have to access client data.



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  • Would we have 24/7 access to tech help?

    User support is provided to all authorized users via phone from 8am-8pm EST Monday-Thursday and 8am to 6pm Friday. Additional tech help is available through FAQs at the Social Solutions website.

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  • Will ongoing technical support be provided by Social Solutions?

    Yes, Social Solutions has a technical support area that is available throughout the week during regular business hours. In addition, ETO has a help manual on line that can help answer questions.

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  • What does maintenance look like if we have a problem or glitch? Who do we call and how is it handled?

    Social Solutions will do upgrades of the software. User support is provide to all authorized users at no additional charge. Support is available via phone and email from 8am-8pm EST Monday-Thursday and 8am-6pm Friday.

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  • Is there any possibility of Optical Character Reading (OCR) data capture for the demographic data for individual clients? OCR is the electronic data capture of handwriting.

    This is not something within the current scope of the project.

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