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Online Office Support

Support for the best online office management system

FAQs

You'll probably find the answers to lots of your questions just by trying TOMMIE for yourself – click here to register for a FREE 30 Day Trial.

However, here is a list of FAQs which we hope you find useful.







GETTING STARTED

Q. What is the best way to configure TOMMIE?
A. Once you have applied for a FREE 30 Day Trial of TOMMIE, you will need to enter a certain amount of information in order to configure TOMMIE for your company.
Although there is more than one way to go about entering this information, we have produced a step-by-step guide which you may find useful.
Click here to view the Getting Started Guide..

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FUNCTIONALITY

Q. Can I REALLY access TOMMIE from anywhere?
A. Provided you have an internet connection and a suitable device and web browser, yes. Note that some functionality is stripped out for users of mobile devices – we've tried to retain the features that we imagine most people would want quick access to, but have left out the things that we think users would rather do on their full screen PCs.
Check the Easy Access section of this website for full details.

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Q. Is TOMMIE like BlackBerry?
A. No, not at all. TOMMIE stands for Total Office Management Made Incredibly Easy. A quick read through this website will soon show you just how different the two systems are and the very different scenarios they were designed to work under. Those of you already using BlackBerry for email may find TOMMIE the perfect accompaniment keeping you in touch with, and in control of, every aspect of office life.

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Q. Can I use TOMMIE on a BlackBerry?
A. Yes you can, using BlackBerry's built in web browser. However, please note that as BlackBerry's web browser does not fully support SSL encryption (which is what 'secure' websites use to encrypt data as it is transferred between the server and your device), the connection between your BlackBerry handset and TOMMIE will not be secure. This will not adversely affect normal operation, but users should be aware that SSL is not used when accessing TOMMIE using BlackBerry's inbuilt browser.

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Q. Which BlackBerry handsets will TOMMIE work on?
A. TOMMIE has been tested on the 8700v and the 7110t. However, it is likely to work on many others as it simply relies on the browser built into the BlackBerry and no other special software.

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Q. How do I access TOMMIE using my BlackBerry?
A. Simply start the browser on your BlackBerry and enter your TOMMIE domain (e.g. yourcompany.tommie.co.uk). As described in a previous question, limitations within the BlackBerry browser mean that it is not possible to set up a secure connection between your BlackBerry and TOMMIE. Therefore, if you enter the full URL make sure you prefix your domain with http:// rather than https:// (e.g. http://yourcompany.tommie.co.uk).

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Q. Do I need BlackBerry Enterprise Server installed to run TOMMIE?
A. No. BlackBerry Enterprise Server is not required in order to run TOMMIE on your BlackBerry handset.

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Q. What special software do I need to use TOMMIE?
A. None. Just a web browser like Internet Explorer, Firefox or Safari will do just fine.

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Q. Do I need a broadband connection to use TOMMIE? I only have a modem.
A. Because we designed the system to be lean and efficient TOMMIE should work just fine over a modem connection, although it will feel faster if you are on an office LAN or are using a broadband connection. On suitable mobile phones, a standard GPRS connection will also be fine.

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Q. Does TOMMIE work with other digital devices?
A. Yes. TOMMIE works with personal computers (Windows and Macintosh) and an increasing number of 'smart' mobile phones and PDAs that have internet access (WiFi, GPRS or 3G) and web browsers built in. That means you can access TOMMIE in multiple ways all on the same day (e.g. desktop PC in the office, mobile phone on the way home, and Mac when you're back at home). We're expecting more and more devices to have web browsers built in, so expanding the total number of digital devices TOMMIE can work with. The main restriction will probably be the screen size. We have designed it to work down as low as 320 x 480 pixels and it will work on even smaller screens as found on mobile phones, albeit with a little more scrolling.

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Q. How do I access TOMMIE using my mobile phone or PDA?
A. First of all make sure you have an internet connection. Then start the browser on your handset and enter your TOMMIE domain complete with the "https://" at the beginning (e.g. https://yourcompany.tommie.co.uk). If a security message is displayed warning you about the digital certificate, select the option to continue (see the next FAQ for more information on this subject). You will then be prompted to login using your usual email address and password. Once you have logged in successfully, using the drop down menu in the top right hand corner, you will have access to the set of TOMMIE screens specifically designed for use on mobile devices.

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Q. Why do I get a certificate warning when I view TOMMIE on my mobile or PDA?
A. The web browsers built into some mobile devices cannot interpret the type of "wildcard" digital certificate that is employed by TOMMIE and may display a warning message when you access your TOMMIE site. However, this is not a problem with the site and you should simply confirm that you are happy to proceed - your connection will still be secure. Even after you choose to proceed, some browsers will continue to warn you about the certificate as you use the site. In this case you may prefer to access the 'regular' site (as opposed to the secure site). You can do this by simply entering your domain without the "s" of https (e.g. http://yourcompany.tommie.co.uk). You will then be able to access your TOMMIE site in the usual way; it's just that the connection between your mobile and TOMMIE will not be encrypted.

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Q. Can I manually log out of TOMMIE without closing down my web browser?
A. No, at present TOMMIE does not have a manual log off facility. However, closing down your browser will log you out of the system.

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Q. Do I have to remember to log off after use?
A. No, you don't HAVE to log off – you could leave your computer on all night and provided your TOMMIE browser was left open then you would remain logged in. However, we recommend all users to log out of the system when they are finished using it, ESPECIALLY SYSTEM ADMINISTRATORS.

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Q. Can I simultaneously login to my TOMMIE account on two different devices?
A. Yes. If you happen, say, to have left your desktop computer on at the office you can still access TOMMIE from another computer/ device later on. You will NOT receive an "Already logged on" type message forbidding your entry, though you will of course still be prompted for your username and password.

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Q. My computer's really old. Will TOMMIE still work?
A. Because TOMMIE only has extremely modest operating requirements it will work just fine on really quite old machines. Obviously the faster your computer and internet connection then the faster TOMMIE will feel in use, but running it on, say, a typical 4 or 5 year old computer should be just fine.

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Q. What do I do if I still have unanswered questions about TOMMIE's functionality?
A. You should write to us at support@tommie.co.uk.

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DATA

Q. What happens to my data if I decide to stop using TOMMIE at any time?
A. It is held securely on our servers for a period of 6 months. After this it is deleted. For more information please see section 10 of our Terms & Conditions.

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Q. Who owns my company's data?
A. You do. We retain copyright in the formating of your data and the way TOMMIE uses it, but the raw data is yours. No-one else has access to it.

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Q. How secure is my data?
A. Your data (not just your credit card details) is transferred using 128 bit SSL encryption. Passwords are encrypted (hence if you lose your password we cannot retrieve your password and remind you – it has to be reset). Our servers are tightly locked down preventing unauthorised access to any of your data.

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Q. What backup procedures does TOMMIE have?
A. Your data is stored in a database which sits on a RAID 5 disk array. In addition data is automatically replicated on a backup database server.

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Q. Can I add more staff at any time?
A. Yes, it is easy to add staff, contacts, or entire user groups. TOMMIE even has a 'bulk load' feature specially designed to make the addition of large amounts of data as quick and simple as possible, though on an ongoing basis we imagine you are more likely to add users in small numbers, as new staff join.

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Q. Can I add other information to TOMMIE after the initial period?
A. Yes, absolutely. In fact TOMMIE has been designed to allow for constant updating. This means you can also change as well as add information. It is also clever enough to carry your changes through the entire application. You'll even find the built-in 'Help' files take account of your changes too.

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Q. Can I reduce the number of staff at any time?
A. Yes, you can easily delete a member of staff, either because they have left or just because you no longer wish them to be included on the system. You also have the option to temporarily suspend users and reinstate them at a later time without having to re-enter all their details.

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Q. What do I do if I accidentally delete critical information from TOMMIE?
A. In exceptional circumstances we may be able to restore deleted data, though we cannot make any promises. If you suspect that data has been deleted from your TOMMIE system you should contact our technical support people immediately by emailing them on support@tommie.co.uk. If we believe that the data is recoverable we will tell you, but we reserve the right to charge for this service at the rate of £100 per hour + VAT. Any such amounts would appear on your monthly invoice, itemised clearly. However, we do not want to earn any money from our customers in this way, so the golden rules are 1. don't give higher level permissions to people you don't trust and 2. never share your password with anyone else and 3. remember to log off when you leave your computer.

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Q. Do I need to keep a copy of my data for security?
A. TOMMIE's hosting, security and backup procedures are all extremely robust. Consequently you really shouldn't need to keep any data copies at all.

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Q. Can I have a copy of my data?
A. Yes. Upon receipt of a written request from your authorised System Administrator we will manually download all your company's data into a set of .csv files and burn this onto a CD ROM. This will then be posted to that named person at their supplied business address, sent by recorded delivery. The charge for this service is £500 + VAT and must be paid in advance in full. However it will be your responsibility to 'reassemble' your data from the .csv files. Any customer wishing us to provide this service should contact us by email at support@tommie.co.uk.

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Q. What do I do if I still have unanswered questions about TOMMIE's data?
A. You should write to us at support@tommie.co.uk.

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PAYMENT

Q. How often will I be charged?
A. Every month, in arrears.

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Q. Do I have any other payment options?
A. Normally we require payment by either credit card or Direct Debit instruction. We would only consider other forms of payment in exceptional circumstances.

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Q. Is there any volume licensing discount?
A. At present there is no formalised volume licensing discount, though companies with over 400 employees are welcome to contact us directly and discuss their requirements.

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Q. Do I need to have a licence?
A. Yes. Normally this licence is purchased 'centrally', just once by each company regardless of how many users are on the system. If a customer wishes to add more users at a later date, the licence agreement will cover this.

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Q. Can I download my data onto another device?
A. No. With security top of mind, TOMMIE is designed to be self contained and has not been built with a data download facility. However, because of its ease of accessibility, using TOMMIE on multiple different devices is quite possible – all you need is a web browser and an internet connection.

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Q. What do I do if I have an invoice query?
A. First of all, review how we calculate our prices (this is clearly described on our website – click here to view our pricing details). Remember, charges are based on the total number of user days, regardless of how much or how little the system is used. If you still have a query you can contact our accounts department by emailing accounts@tommie.co.uk.

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Q. Can I check my billing history and payment status online?
A. Yes. All historical invoices for your company can be accessed directly by your system administrator. They are stored in pdf format and easily identified by date. Each is 'stamped' with its status e.g. "Paid With Thanks".

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Q. What do I do if I still have unanswered questions about TOMMIE's payment system?
A. You should write to us at accounts@tommie.co.uk.

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FREE TRIAL

Q. What are my options when my Free Trial ends?
A. You can either choose to carry on as before (but on a chargeable basis) or to stop using TOMMIE. You will be sent a reminder email after 3 weeks of registering for the first time and another shortly before the Free Trial period expires. Both will contain appropriate links to make your chosen route easy.

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Q. How long does it take to get TOMMIE up and running?
A. That rather depends on how much information (data) you want to load into TOMMIE before you start using it. You can be 'live' within an hour probably, but obviously the more staff you add, the more contacts, the more administrator permissions etc. then the longer will be the set-up time. An enthusiastic administrator should make massive strides in just a single working day and deliver his/ her company a very well set-up system. Administrators from larger organisations will doubtless appreciate TOMMIE's 'bulk load' feature, making it even easier to get up and running.

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Q. How easy is it to transfer my test data to a real 'live' account after the Free Trial?
A. Actually you don't have to do a thing – the data will automatically appear in your 'live' account, so if the data you used was real (we imagine for most people it will be) then you can just carry on using it. If it was made up for the purposes of the test, you can simply delete the records and create new ones at whatever speed suits you.

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Q. How long is the data on the system for after my Free Trial ends?
A. TOMMIE holds your data for 14 days, after which it will be automatically deleted.

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Q. What if I don't want to continue using TOMMIE after the Free Trial ends?
A. No problem. You will not be invoiced a penny and you will be under no obligation to us whatsoever.

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THE FUTURE

Q. Is TOMMIE future-proof?
A. Because TOMMIE was designed to work via a web browser, and because we think it's safe to say the web is here to stay, we believe TOMMIE to be about as future-proof as anything ever gets to be. The fact that it even works with an increasing number of browsers built into mobile phones and PDAs is another good sign.

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CUSTOMISATION

Q. Can I add my company logo to TOMMIE's screens?
A. Yes. Any suitably authorised user will have access to the 'Theme' screen, which can be found under the 'Admin' tab. A series of simple controls allows the upload of your logo to some or all of TOMMIE's screens.

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Q. Can I add my company's colours to TOMMIE's screens?
A. Yes, you have a high degree of control over the 'Look & Feel' of all TOMMIE's screens. You can change the colours of backgrounds, text, weekends, buttons, bars, rollovers, help and dialogue text - in fact, pretty much every key part of TOMMIE's design. You can use simple controls on the 'Theme' screen to customise screen appearance to suit your company's identity or simply your graphic preference.

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Q. Can each user in my company customise TOMMIE to their own preferences?
A. No. Once a design is chosen, the same design will be seen by all that company's users. Normally it will be the system administrator who has control over the design.

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Q. Can I preview changes to TOMMIE's appearance before I decide to save them?
A. Yes. The 'Theme' screen has both the controls for changing appearance and also a series of preview windows that work in real time.

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Q. If I change TOMMIE's appearance and I don't like it, am I stuck with it?
A. No, you can simply go back into the 'Theme' screen and start over. There is no limit to the number of changes you can make. You can even revert back to TOMMIE's standard colours.

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Q. How quickly do saved changes take effect?
A. Instantly!

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Q. Can I use a Mac to customise the appearance of TOMMIE?
A. Yes, by using the Theme screen through either Safari or Firefox, but unfortunately this particular feature is not supported for users of Internet Explorer on a Mac. Users of Explorer for Mac will however see the effects of any changes made without any problems.

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If you still have an unanswered question, click this link to go to our Contacts page.