Questions & Answers

1. Can you install this product for me?
   Yes, we offer installation for all our products. Simply contact support after your purchase with your URL, FTP and Database details (If required) and we'll take care of the rest.
2. Which WYSIWYG HTML editor does this product use?
   We use TinyMCE by Moxicode. It's a great open source WYSIWYG HTML editor which is extremely stable and reliable. It's cross browser, XHTML compatible and has a whole host of great features.
3. Can I suggest new features?
   Absolutely, We love customer input, ideas, and suggestions. Please contact support with any problems or suggestions you may have.
4. Can I have an additional license key for our test server before going live?
   Yes. We understand the staging process involved when developing a website for a client or on behalf of your company and our licensing system accomodates this.Simply request the initial license for your test server, then contact support for the new license when you are ready to move to production.
5. Can I remove the "Powered by" link?
   Yes. All Waterwheel products can be completely private labeled. You can remove the "powered by" links in the public area and control panel, as well as the Waterwheel logo, RSS feed, help links, etc.
6. How often are product updates released?
   Product updates (which include bug fixes) are generally released every 4-8 weeks. Product upgrades (which include new features) are generally released every 2-6 months.
7. Is this installed on my web server?
   Yes, all Waterwheel products are installed directly on your web server, which means no monthly fees and no transaction, email fees etc. Each product has a simple step by step installation proces.
8. Do I get a discount if I buy more than one copy of Waterwheel Knowledge Manager?
   Each time you would like to purchase another license for another installation of Knowledge Manager, you will need to purchase the specific license you're after. There is no volume discounted license available.
9. What server requirements do I need to run Waterwheel Knowledge Manager?
   
   • Operating System: Linux, Unix, Windows
   • Web Server: Apache Web Server, LigHTTPD, IIS (with ISAPI_Rewrite installed)
   • Scripting Language: PHP 5.0 or above
   • Database: MySQL 4.1 or above, Microsoft SQL Server 2000 or above, Oracle 9i or above, depending on software version
   • Optional: PHP's LDAP library is required to use LDAP functionality in the Enterprise edition
   • Optional: AntiWord (free) is required to index and search Microsoft Word 2003/XP documents
   • Optional: ppthtml (free) is required to index and search Microsoft PowerPoint 2003/XP documents
   • Optional: PHP's zip library (free) is required to index and search Microsoft Word/PowerPoint 2007 documents
   • Optional: pdftohtml (free) is required to index and search Adobe PDF documents
   • Optional: PHP's EXIF library (free) is required to index and search images
   • If you're unsure whether your server meets these requirements, simply contact us with your FTP details and we'll check for you free of charge.

   * Please note that your knowledge base can be viewed in all common web browsers. Internet Explorer or Firefox is only required for control panel access.

    
10. What is the Active Response System?
    The Active Response System is a unique feature of Waterwheel Knowledge Manager that allows your website visitors or customers to get instant responses to their questions when attempting to contact you.
11. Why should I choose Waterwheel Knowledge Manager over one of your competitors?
    In a nutshell:Optimized Database and indexing, tested with 50,000 questions spread over 1,000 categories on a basic shared server.Professionally designed end user templates tested across multiple browsers.Built in active response system answers questions from your knowledge base instantly. Plugs into any web form including your existing contact form. Unmatched intuitive user interface. Dedicated customer support and development. Product in development for over 3+ years Massive list of unrivaled product features too long to mention here. See the complete feature list. Search engine optimized. Uses static URL's, meta keywords, description etc.
12. Can Waterwheel Knowledge Manager be easily translated into various languages?
    Yes, this product contains a language file that contains all the text used inside the application. All preset text in Waterwheel Knowledge Manager is stored in 2 files. The files can easily edited in any text editor.
13. Is it possible to attach files to knowledge base articles?
    Yes. You can attach up to 5 files to an article in your Waterwheel Knowledge Manager knowledge base. These files can be of any type you like and people who visit your knowledge base can download the files.
14. How do related questions work in Waterwheel Knowledge Manager?
    With Waterwheel Knowledge Manager you have 2 options when setting up related questions:Waterwheel Knowledge Manager can use its built-in functions to automatically detect and display related questions.Alternatively, you can manually which questions are related to each other.
15. Can I use a license of Waterwheel Knowledge Manager on more than one website?
    Each license of Waterwheel Knowledge Manager can only be used on one website. You will need to purchase an additional license to use Waterwheel Knowledge Manager on another website.
16. Do I need a dedicated server to run this?
    No. All Waterwheel products do not require a dedicated server, and shared hosting environments will suffice. Please see the requirements to make sure your web host meets the requirements.
17. Is the license a life time license? Do I have to pay any additional fees?
    The license you purchase is a lifetime license, and you do NOT need to pay license fees at any time after your purchase. There are no additional monthly or yearly fees to use the software.
18. Does this product require users to download a browser plug-in?
    No, all Waterwheel products are completely self contained and require no outside plug-in's or add-ons.
19. How do I receive the product after my purchase?
    Upon purchase, you will receive an instant notification via email with the download details of your product.
20. Do I need root access to install this?
    No, you do not need root access to install any Waterwheel product, just FTP access.