Frequently Asked Questions
We've done our best to compile the most frequently asked questions about our company and product, but if you still can't find the answer to your question here please feel free to contact us and we'll be more than happy to help.
What is Samanage?
Samanage delivers a cloud-based service management platform that helps organization unlock the true potential of their employees by redefining service experiences — when, where, and how they work.
Use Samanage to:
- easily manage tickets submitted
- eliminate simple tasks and resolve incidents faster
- follow the ITIL framework and escalate incidents
- track your hardware and software
- organize and manage licenses and contracts
How long has Samanage been in business?
For how long has the Samanage service been available?
The Samanage IT Asset Management solution was introduced in 2010. The Service Desk was introduced in 2012.
What benefits does Samanage offer?
Value is offered in every feature…but here are some of our customers’ favorites:
- Cloud-based: immediate access, rapid deployment
Enjoy the quickest path to value with nonexistent installation, zero upgrade costs (ever), and absolutely no hardware or software requirements.
- Simple & easy to use
Samanage automates tasks wherever possible and reduces workload, effort and time required for managing IT services and assets.
- Modern technology & design
Samanage is a modern IT service desk, built using the most advanced and agile technology available today. Our key design principle is focused on an efficient, value-driven user experience.
- Saves you time & money
Processes take less time to define, tickets take less time and effort to resolve and organized information helps you to budget and plan ahead. Also, with an all-inclusive pricing plan, you only pay for the licenses you need: no hidden or added costs, whatsoever.
- Strives to make you happy
Yep, we said it: we want to make you happy. We’re passionate about building tools you’ll love to use. This underlying principle guides our work and acts as the foundation of who we are, what we do and why we do it.
- Cloud-based: immediate access, rapid deployment
I already have an Inventory Management tool, why should I use Samanage?
Samanage may not replace your traditional inventory management system. Samanage IT Asset Management is focused on providing everything that is required to manage IT hardware and software assets. It provides functionality such as analyzing your IT assets in real time and highlighting areas requiring your immediate attention. In addition, it allows you to manage Other IT Assets such as routers, switches, hubs, printers, monitors, etc. Some customers also elect Samanage to manage and control non-IT assets.
- Helps you to organize, manage and track all your IT agreements, restrictions, expiration terms and renewal schedules. This includes contracts, service agreements, leases and software licenses (traditional or “on-demand”).
- Constantly detects asset risks and license compliance gaps by comparing inventory information against licenses and agreements.
- Lets you define software usage policies and enforces them for you, alerting you of any policy deviations across your IT enterprise.
- Automates and optimizes processes and tasks relating to assets management.
- Brings you the benefits of the Cloud. With Samanage, there is no software to manage or maintain locally, no expensive servers to provision and manage, and no software to deploy, maintain or upgrade – it’s all done for you.
What are the hardware/software requirements?
There aren’t any. Samanage is a cloud-based service and does not require any servers or software to maintain.
Can I integrate data and other apps into Samanage?
Samanage allows you to import, merge and integrate data and resources from a number of channels including:
- Web-based apps: Google Apps, Salesforce.com, Zendesk, Chatter, OneLogin, and Okta
- API: create applications, integrate data and interface between your business systems and your Samanage account. Learn more.
- Security integrations: SAML, Google SSO
- Simple sync between apps using Zapier
- Easy data import using csv files.
Learn more about integrations.
Are any Samanage customers in the US publicly traded?
Yes. Names of customers that are publicly traded will be provided upon request.
Are any Samanage customers in the healthcare, financial, or government industries?
Yes. References of customers in these industries will be provided upon request. Samanage has customers across the following industries: agriculture & mining; apparel; architecture & engineering services; banking; biotechnology; business services; chemicals; communications; computers & electronics; consulting; education; energy & utilities; engineering; environmental; financial services; food & beverage; government; healthcare, pharmaceutical & biotech; hospitality; insurance; IT services; machinery; manufacturing; marketing & advertising services; media & entertainment; not for profit; real estate & construction; retail; SaaS; shipping; software & internet; technology; telecommunications; transportation & storage; travel, recreation & leisure; utilities; wholesale & distribution.
Are there customers who are required to comply with HIPAA?
Health care providers, health plans, and healthcare clearing houses are required to comply with HIPAA requirements to protect the privacy and security of health information. In 2009, HIPAA rules extended to the business associates of covered entities, including entities or persons that provide data transmission services to a covered entity and require routine access to protected health information (PHI); subcontractors that create, receive, maintain, or transmit PHI on behalf of a business associate; and vendors that offer personal health records to one or more individuals on behalf of a covered entity.
IT Asset Management
What platforms does the agent support?
- Windows Versions: 7.x, 8.x and 10
- MacOSX Versions: 10.6 and above
- The Latest Stable ChromeOS Release: Chromebook, Chromebase, Chromebox, and Chromebit
How do I deploy the agents on my computers?
The Samanage agent can be easily deployed across your computers using one of the following:
- Domain login script
- Active Directory Group Policy
- Manually (for computers away from the office, behind a firewall or not connected to the Internet)
Once installed, the Samanage agent runs as a local service and schedules the inventory collection.
Can I deploy the agent without the users’ acknowledgement? (Silent install)
Yes. Deploy the Samanage agent using the –mode unattended command line switch which would install the agent without any user intervention. Once installed, the agent is designed to work seamlessly without user intervention.
What information does the agent collect?
The agent collects over 250 data points about hardware configuration and installed software on the device.
- For hardware configuration: the agent collects information about the BIOS, Processors, Memory (physical and virtual), input devices, system ports, slots, controllers, storage devices (physical, logical, partitions), sound devices, video and display adapters, modem and network adapters, and printers attached.
- For software configuration: the agent collects information about the operating system, and unlimited software titles (through add/remove, control panel, registry and executables).
How does the agent connect to the Internet?
The agent connects to the Internet by using TCP Port 443 by default (and can be configured to use any other port as required).
Can the agent work with our proxy server?
Yes. The agent can be configured to use a local proxy server in your network and upload inventory to the Samanage data center through your proxy.
How much bandwidth does the agent use?
The agent uses very little bandwidth as all collected information is compressed. The size of the agent inventory file is less than 200KB. The agents run at random intervals, once a day, so that bandwidth usage is spread across the day to minimize network traffic.
How often does the agent perform inventory scans?
The agent launches every 24 hours of computer activity to perform an inventory scan and report back to Samanage and then goes dormant. This minimizes the impact on network traffic. If the computer is not connected to the Internet or turned off, the agent will wait to report when the machine has access the Internet.
Does Samanage require an agent?
Not necessarily, but it is recommended. We can provide an unlimited database of Other Assets, unlimited custom fields, and an open REST API to bring your external data into Samanage. However, the Samanage inventory agent always guarantees an automatically updated system without any maintenance from your side.
IT Service Management
Can I import my users from the Active Directory?
Yes. You can use the Active Directory together with our API to import all your users into the Samanage system without having to recreate each user manually. Another way: if you’re using SSO from other systems, then you can also use this to access Samanage.
Can I use emails as a source for incidents?
Yes. You can send an email to a predefined email address and it will automatically become an incident: the subject of the email will be the incident title, and the body will become the incident description. Additionally, you can reply to any email incident notification from your inbox, and the reply will be added automatically as a comment to the incident.
How can service users see the status of their submitted tickets?
Easily, via the Self-Service portal. Also, service users get email notifications for each significant change in the incident, with a link back into the portal and a description of the change that was implemented.
What type of permissions can I enforce for the service desk?
Pretty much any permission you can think of, assigning permissions is flexible and comprehensive.
Can I use my preferred SSO with Samanage?
Yes. Samanage allows you to instantly integrate with leading SSO brands including: Google Apps, Salesforce.com, Zendesk, Chatter, OneLogin, Okta & Zapier.
What type of reports can I see on the IT service desk?
You can slice and dice by virtually every incident parameter. For example, you can show incidents from assignee or service user, filter to show incidents from a specific site or department, add criteria, save changes to the report, or create a new report from the parameters you selected. Also, you can print or export your reports to various formats including PDF, and CSV.
The Samanage Trial
Are there separate trials for Asset Management and Service Desk?
The trial includes full, unlimited, unrestricted access to both solutions.
How does the trial work?
After signing up and confirming your email, you’ll get full access to the Samanage suite for the duration of the trial. The Samanage trial includes a full working environment that you can start using immediately.
What happens after the trial?
You can upgrade to a paid subscription for Service Management and/or Asset Management. If you chose to upgrade, all information and data from the trial will remain in your account; if you do not upgrade your account will be disabled at the end of the trial.
How are renewals handled?
Annual contracts are renewed automatically. 60 days before expiration we’ll send you a heads up email notifying you that your subscription is nearing renewal. You can choose to cancel the renewal or confirm. To ensure you receive this notification email, please make sure your listed email address is correct.
Pricing & Billing
How much does it cost?
Samanage is a subscription service priced by the number of computers you wish to manage (laptops, workstations, servers) and the number of service desk technicians. Computer rates include unlimited software, contracts, printers & other assets, and technician rates include unlimited end-users. We offer a free, 30-day trial so you can get a firsthand impression of Samanage before you make any decisions. Visit our pricing page for more details.
Security & Privacy
How are security breaches communicated to customers? Are all breaches including internal breaches shared?
Yes, breaches are communicated in multiple ways. All breaches will immediately be assigned the highest severity and will be escalated to all levels of management. Customers will be notified immediately and the Samanage Status page will be periodically updated to provide close to real-time information.
How quickly are Service security flaws patched?
Immediately. We are working everyday to make our service more secure and up to date with the latest security technology. Penetration testing is run as an integral part of our Engineering process and any flaws that might be detected will immediately be treated as high priority and resolved according to internal SLAs.
Is access to the Service provided via secure means (encryption, etc)?
Samanage protects customer data by ensuring that only authorized users can access it using their username and password. Account administrators can assign security rules that define which users in their company or partners have access to the data based on user’s roles. All communication between the user’s browser and Samanage is encrypted via SSL.
In what instances/scenarios would Service data travel unencrypted/unprotected over the public Internet or any network?
Samanage application data will never travel unencrypted/unprotected over the public Internet or any other network. All data is encrypted in transfer.
Through what mechanisms can customers request and receive full copies of its data (including audit trails) in a standard, human readable electronic format (i.e., CSV)?
Customers can receive a weekly scheduled backup of all their data in CSV format. Customer data can also be manually exported to CSV at any time. For more information see our Master Service Agreement.
Sub-processors for the Samanage Service Platform and Samanage for Salesforce Products
Published: March 20, 2018
This documentation describes the sub-processors used to deliver the Samanage Service Platform and Samanage for Salesforce Products.
Infrastructure – Customer Data Storage
The Covered Services are hosted in enterprise-class data centers.
Samanage Service Platform is hosted in data centers operated by Amazon Web Services, Inc. (“AWS”).
Samanage for Salesforce an ISV App on the Salesforce AppExchange and is hosted on the Salesforce Service Cloud Platform.
Customer Data Processing
The following legal entities are engaged in processing Customer Data for non-storage purposes. Samanage’s customer support only have access to Customer Data to the extent a User grants such access as described in the User Guide. Samanage Support may also have access to the following identifying information about Users for the purpose of routing and facilitating customer support requests: first and last name, email address, username, phone number, and physical business address.
Entity Name Entity Type Entity Country Salesforce Service Cloud Service Provider US Amazon Web Services Service Provider US New Relic Service Provider US Gainsight Service Provider US
Are records deleted by the customer available for retrieval?
No. Customer records that are deleted cannot be retrieved, except for extenuating circumstances under which a request can be made by the Customer and Samanage will research the possibility of retrieving individual records.
Will any Customers’ data/information be shared with any 3rd party for any reason?
What is your backup policy?
As the first level of data protection, all customer data is continually backed-up to local disk and every night to an offsite location.
- Your data is safe and your information can be quickly restored if need be.
- All necessary precautions are taken to ensure privacy, security and retrievability of your account information.
What access and physical security controls are utilized at the data center(s)?
The data centers are housed in nondescript facilities. Physical access is strictly controlled both at the perimeter and at building ingress points by professional security staff utilizing video surveillance, intrusion detection systems, and other electronic means. Authorized staff must pass two‐factor authentication a minimum of two times to access data center floors. All visitors and contractors are required to present identification and are signed in and continually escorted by authorized staff.
What is the network architecture at the data center(s)?
AWS provides fault‐tolerant web architectures and a world‐class network infrastructure that is carefully monitored and managed. For more information, please see the Amazon Web Services: Overview of Security Processes.
What fire detection and suppression systems are employed by the data center(s)?
Automatic fire detection and suppression equipment has been installed to reduce risk. The fire detection system utilizes smoke detection sensors in all data center environments, mechanical and electrical infrastructure spaces, chiller rooms and generator equipment rooms. These areas are protected by either wet‐pipe, double‐interlocked pre‐action, or gaseous sprinkler systems.
Do data center staff undergo background checks?
Yes. AWS has established formal policies and procedures to delineate the minimum standards for logical access to AWS platform and infrastructure hosts. AWS conducts criminal background checks, as permitted by law, as part of pre‐ employment screening practices for employees and commensurate with the employee’s position and level of access. These policies also identify functional responsibilities for the administration of logical access and security.
Do you have a disaster and recovery plan that fully indicates all aspects of the Service?
Yes we have implemented a Disaster Recovery program designed to allow us to operate the Samanage service without losing any customer data. Built using Amazon EC2 and S3 infrastructure services, our system and backups will reside in 4 separate availability zones in the Amazon East Coast (Virginia) data center – separate availability zones means that each has its own power/security etc. An additional database replication which will be located in a totally separate Amazon geographical region.
How is a customer’s data isolated from the data of other customers?
The multi-tenant database is separated by unique keys. All customer data in our database is also scoped with an additional column in the database which contains a customer ID which is unique. This means that each data item in the database (e.g. incident, computer, mobile, change etc) is always scoped uniquely to a singular account. Each and every access to the application database must contain within it also this unique identifier.
What are the data backup mechanisms used to backup and restore the Service and data, including frequency and retention periods?
As the first level of data protection, all customer data is continually backed-up to local disk and every night to an offsite location. Your data is safe and your information can be quickly restored if needed. All necessary precautions are taken to ensure privacy, security and retrievability of your account information.
Where can I find copies of your policies regarding customer data?
Who has access to customer production and backed-up data, and the automatic and procedural controls in place to prevent unauthorized internal access (by staff, contractors, or other)?
How are passwords stored in the Service?
Is customer data encrypted in production? In backup? If yes, who has access to the keys?
All data is encrypted in transfer and all access to the service is governed by strict password security policies. Only selected employees have access to the keys. These employees receive special training and are selected based on the roles required for Samanage to provide the service that our Customers have contracted for. Furthermore, all data is also encrypted at rest using the industry-standard AES-256 algorithm this also includes any and all attachments included. Backups are also encrypted using PGP.
How Secure is the Samanage Agent?
The Samanage Agent operates like any other software that runs on your network and connects to a server via the Internet (e.g., antivirus software or Adobe Acrobat). The Agent guarantees that the system remains up to date without any manual maintenance.
The Agent only connects to the Samanage server, and no communication is initiated with other destinations. In addition, the Agent does not receive requests from any device or server, internal or external to your network – it only initiates requests. Furthermore, all data transport is encrypted using TLS 1.2. This approach ensures that no other service can exploit the Agent.
Does Samanage provide support for HIPAA, and/or PCI compliant processes?
Yes. Please see our Trust & Transparency page for more information on HIPAA compliance.
Where are the data centers used to provide the Service located?
Samanage is hosted with Amazon Web Services (AWS) on the east coast of the United States (Northern Virginia region) and in Ireland in the European Union.
How frequently are data centers tested for compliance?
Please see more information on our data center security.
Do you measure the performance and effectiveness of your contracted data centers?
Yes, we monitor performance and effectiveness of our data centers on a regular basis. Please see our system status page.
Are there any additional support levels available for subscription?
Yes. Please contact your Account Manager for further details.
Will an account representative be assigned to my account?
Depending on the level of service subscribed to, a Customer Success Representative may be assigned. However, all customers have free and unlimited access to Onboarding/Activation Webinars that are conducted at least twice every week.
Communicating Service Changes & Availability
Through what mechanism(s) are service enhancements or bug fixes introduced into production?
We publish all new features and service enhancements in our Customer Community.
How will customers be notified about changes to the production Service?
How do you communicate about service maintenance or disruptions?
Customers can subscribe to our system status page to receive updates. Any planned events will be communicated via email ahead of time.
Does your service provide an API accessible by customers?
Yes. We support RESTful access to the entire service. View our full API documentation here. Examples and use cases for using the API can be found in the customer community. We recommend using “curl” for developing and testing out the various features that the API offers. Another online option to curl is “hurl.”
What is the API security model if it differs from the standard interface?
The API supports user/password as well as HTTP digest authentication. Please see API documentation here.
What limitations, if any, are imposed on the API (number of transactions, CRUD restrictions, inaccessible objects, etc.)?
Customers may not use the API in a manner, as reasonably determined by Samanage, that exceeds reasonable request volume or constitutes excessive or abusive usage. If any of these occur, Samanage can suspend or terminate Customer’s access to the API on a temporary or permanent basis. See our Master Service Agreement for more information.
What configuration or usage instructions must the customer follow to ensure data security and Service performance?
Please see our Master Service Agreement for complete information on customer responsibilities.