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Surfly FAQ


Initial Setup


Where can I find the code snippet?


The javascript snippet can be found when you login to your Surfly account. Click on the “settings” link on the menu bar to the left of the screen, and then select “Integration”. You may have to click on “generate API keys”, before the javascript snippet is shown. You will also have to add your websites domain name (e.g example.com) to the “domain names” section in your Surfly settings (settings -> options -> general session settings)

In the source code of your website you also have to add the Surfly.init( ) method right after the snippet code to be able to use Surfly.




I have to put the code snippet and Surfly.init() on every page?


Unless you want to use session continuation, you only need to put the code snippet and Surfly.init() on the pages you wish to start a session from. If you would like to use session continuation, the code snippet and Surfly.init() should be on every page you want to transfer cookies from.




How do I take a call?


Login to your Surfly account and navigate to the “Queue panel”. Click on the “take call” button next to the session request. You will enter a Surfly session with the person who initiated the request.




** What are the basic requirements?

Surfly works with all modern browsers, such as: Chrome, Firefox, Internet Explorer 11 (Edge), Safari and Opera Set the server up to allow connections to *.surfly.com Since we make use of websockets, some virus software or proxy solutions can interfere with the Surfly technology. Make sure to create an exception for *.surfly.com Access port 443 of the installed server (regular HTTPS port) For videochat, Surfly makes use of WebRTC, and more specifically TokBox’ solution. For more info on the TokBox requirements: https://tokbox.com/developer/requirements/ No bandwith requirements for using Surfly. With regard to TokBox bandwith: Video: 300 kbps per stream (recommended lowest level) Audio: 50 kbps per stream (recommended lowest level)




What are the on-premise hardware requirements?


The maximum number of concurrent sessions will depend on the provided hardware and the type of usage.


Required production (virtual) hardware:

Quad Core CPU 2.5Ghz (can also be virtualized through VMWare or AWS fe) 8GB of RAM or higher, 40GB of HDD space, 100 Mbps Ethernet


System requirements:

Linux x86_64, x86 (Debian 8) Hardware platform x86-64 A public IPv4 address


Setup requirements:

Surfly will need a remote root account for maintenance, monitoring and upgrades A DNS domain reserved for co-browsing (can be supplied by Surfly) A wildcard SSL certificate accompanying the domain name (can be supplied by Surfly)


Functionality


Is videochat included?


Yes - all our plans (except for the free plan), come included with high quality videochat built on top of WebRTC.




How many sessions can I create?


Only the free plan has a limit of five sessions per month. All paid plans come with an unlimited number of sessions.




Can I integrate Surfly on my website?


Yes, but this is only available for our business and enterprise plans. Just add a few lines of javascript and your clients will be able to directly start Surfly sessions from your website. You could add a Surfly button to the page to enhance your helpdesk experience, or even integrate Surfly into your helpdesk software!




Can I control which parts of my website are visible?


You can disable access to certain pages within a Surfly co-browsing session. Also, you can hide the contents of input fields if needed, to protect any sensitive information a user might have to fill in.




Can I customize Surfly’s look and feel?


Yes, if you have a subscription to our business or enterprise plan, you can completely customize the look of our API. If you want to remove all visible Surfly branding, we also offer a whitelabel solution, together with our enterprise plan.




In the Surfly dashboard, what are the differences between “admin”, “manager” and “agent”?


An admin will have access to all configuration settings, a manager can only add and remove agents from the backend, and an agent can respond to incoming requests but not change settings or add / remove agents.


Technology


Which browsers are supported?


Cobrowsing with Surfly will work on all modern browsers: Chrome, Firefox, Safari, Internet Explorer 11+, Opera. Surfly can also be used on mobile devices. Surfly’s videochat uses WebRTC and will run on Chrome, Firefox and Opera without the need to install any software. On other browsers a plugin can be installed the first time videochat is started.




Why is Surfly so fast?


We make use of an advanced content-rewriting proxy which allows us to send over both the real HTML content as well as the Javascript from our high performance network. This is in contrast with a pure Javascript approach for example, which relies on the upstream of all participants to send over the data.




How does Surfly differ from screen-sharing?


With co-browsing you can extend the online experience to multiple users, screen sharing is in comparison an older technology. Now with co-browsing you can actually program a multiuser experience on your website, rather than just sharing an image. Screen-sharing solutions are pixel-based, the drawback of this approach is that screen updates are slow and of low quality. What most screen-sharing tools have in common, is that both rely on external software that needs to be installed by both users. This makes it unsuitable for most web situations as people are often unwilling to install extra software that circumvents the browser’s security measures.


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Security


Does Surfly use secure connections?


Yes, all connections to Surfly are secured using HTTPS.




What does “on-premise” mean?


When there is a need for clear separation, or when there are geographical restrictions on the location of the platform, we also provide the option of installing and running the Surfly software “in house”, on a location near you, and we can provide you with the servers and necessary installment services.




Are you PCI compliant?


Yes, not only do we use HTTPS connections everywhere, but we also never store your creditcard as this is all handled by Stripe.




Do you store any session data?


All session data only lives within memory during the time of the session. We do not store any session data on disk.


Pricing


Is the FREE version really free?


Yes, the free version is really free. But the number of co-browsing sessions you can start is limited to 5 per month.




Do I need a credit card for the FREE version?


No, for the Free version you don’t need to have a credit-card. Also, for bigger clients we offer the option to pay by wire transfer through invoice.




What happens after the 14 day trial?


If before the end of the 14-day trial, you sign up for a paid plan and enter your creditcard credentials, we can make the transition seamless, so you can continuously make use of all the Surfly features you need. Otherwise your plan will automatically be downgraded to a free plan.




Can I pay by invoice?


For enterprise clients or clients with more than 10 business seats we offer the option to pay by invoice and wire-transfer. Please contact us for more information.




Are the prices subject to VAT or sales tax?


That depends on your location. Non-EU: For all customers outside the European Union, we do not have to add VAT. EU: For companies in the European Union that have a valid VAT tax ID, we do not have to add VAT. For private individuals or organisations without a valid VAT tax ID within the EU, we have to add your country’s local VAT percentage. The Netherlands: Surfly is based in the Netherlands so we have to add 21% VAT to customers (companies and individuals) based in the Netherlands.




Can I upgrade or downgrade my subscription?


Yes, you can change your subscription at any moment. An upgrade will be effective immediately. A downgrade will be effective at the end of the current contract period (month or year).




Can I cancel my subscription?


Yes, you can cancel your subscription at any moment. Alternatively, you can also downgrade to the Free Version. The current subscription will remain active until the end of its contract period (month or year).




What is a user?


This depends on the context of your use-case. In general, we consider a user to be a person who actively makes use of the Surfly API and has an account. Therefore, for example, a customer who contacts your helpdesk and starts a co-browsing session from your website is not a user. But the agent who has a Surfly account and takes the call, is a user.




What is a seat?


Surfly’s license is user based. This means that while any seat can create an unlimited number of sessions, each seat is to be used by a single user. Sharing a single seat over multiple users is not allowed.

Generated by aglio on 16 Jan 2018