FAQs

InvGate is a privately-held company. Headquartered in Buenos Aires, Argentina, we also have offices and partners across the globe.

Our customers are based across all continents (well, we haven’t quite made it in Antarctica yet), with our sales and support teams physically located in both Argentina and the United States. We also have partners across Latin America and the United Kingdom.

We currently work with a number of partners in Latin America, as well as in the United Kingdom. We are also currently, actively seeking partners in the United States, Australia, and the Middle East. If you’re interested in our partner opportunities, please visit our partner page.

Some of our high profile customers include: Nike, Hitachi, Toyota, NEC, Skandia, Pechanga, and MetLife.

We’re not alone. Like 400 other IT Service and Support Management (ITSSM) tool vendors, we don’t currently meet the Gartner entry criteria. It’s our ambition to get there.

The two solutions offer different, but related, capabilities. InvGate Service Desk provides capabilities aligned with help desk and IT service management (ITSM) best practice. InvGate Assets is focused on ensuring that customers can manage, control, and make the most of their investment in IT.

When InvGate was originally founded in 2004 we only offered an asset management solution, introducing the service desk in 2012. At the time, there wasn’t a demand for an all-in-one offering that combined both service desk and asset management capabilities; however it’s important to note that both products are seamlessly integrated, and that we are looking to offer an all-in-one solution in the near future. In the interim, you can purchase them as individual products, with a discount offered if purchased together.

Yes, anything made available in our cloud offering, is automatically available in our on-premise version in the next release. New releases are issued every two weeks to both cloud and on-premise customers.

We don’t currently have native apps for either products. However, InvGate Service Desk has responsive design (HTML5) making it suitable for small form factor devices.

We currently support English, Spanish, Portuguese, and French.

Unfortunately, at this moment in time, the answer is no. However, this is on our product futures roadmap.

InvGate Service Desk currently supports AD, LDAP, and OpenLDAP integrations. We also have a number of CSV import tools for various components of Service Desk.

InvGate Assets has a discovery agent for workstations and servers (Windows, Macs, and Linux). We also have SNMP Network Discovery (no license needed) to discover network printers, routers, switches, firewalls, etc. There is also a manual or CSV import of Assets.

Yes. We have many customers using InvGate Service Desk outside of IT. You can learn more about using InvGate for Enterprise Service Management here.

Yes. Manual and CSV imports of non-IT assets can be managed with ease.

Our availability target is 99.9%.

Yes. InvGate Service Desk has been designed based on a practical mix of ITIL best practice and customer needs.

Yes, we hold PINK verification for incident management, problem management, change management, and request fulfillment.

InvGate Service Desk is available as an on-premise solution via perpetual licensing and annual licensing. It’s also available as an annual hosted Cloud solution.

InvGate Assets is available as an on-premise solution via perpetual licensing and annual licensing. We do not currently offer InvGate Assets as a Cloud solution, however this is on our product roadmap.

InvGate Service Desk is available on Windows and Linux. InvGate Assets is available on Windows.

Yes. Our on-premise option allows you to host InvGate Service Desk in your private cloud.

At the moment InvGate Assets only runs on Windows and needs direct connectivity with the Agents (i.e for remote desktop and scheduled tasks). Our product team is currently developing an updated version of our Assets product and this will be available in the cloud.

InvGate Service Desk’s cloud solution in hosted with Amazon Web Services (AWS) and Rackspace, depending upon your regional requirements.

The integration is built in via the InvGate Service Desk API.

Our on-premise solutions are completely independent. For Cloud, AD, and LDAP integrations requires either opening a port or a VPN tunnel.

No coding is required. Configurations are all done via point and click and drag and drop.

You can view the Service Desk demo here. A demo of InvGate Assets will be made available shortly.

Yes, we offer a free 30-day trial for both products. You can start your trial here.

Trial extensions are available, please contact sales@invgate.com if this is required.

Yes, all trial data and settings can be retained in both our on-premise and Cloud offerings.

Yes.

InvGate Service Desk is licensed by the number of technicians. We offer named licensing, concurrent licensing, and a hybrid of the two.

InvGate Assets is licensed by the number of workstations or servers (physical and virtual) that you need to manage. There is no license requirement for network scanned Assets such as: network printers, routers, switches, firewalls, IP phones, etc. Manually entered or uploaded Fixed Assets also do not require a license.

Pricing is available on request. For a tailored quote please visit ourpricing page.

Currently, InvGate Assets is offered at a 50% discount when purchased in conjunction with InvGate Service Desk.

No, everything is provided within the one price.

For on-premise, annual support and maintenance fees are 20% of the overall license cost.

Ordering details are provided within your quote. Payment is accepted via wire transfer, physical check, e-check, or credit (or debit) card.

Please ask your InvGate representative and they will provide you with a quote.

A basic deployment (with minimal feature utilization) of InvGate Service Desk can be live in less than an hour. This includes:

• Installation or hosted cloud creation
• AD and LDAP integration
• Technician group structure
• Service catalog category structure
• Email integration (optional)

A basic deployment (with minimal feature utilization) of InvGate Assets can be live in 15 minutes. This includes:

• Installation
• Deploy the Agent on Active Directory (AD) through Group Policy Object (GPO)
• IP range(s) for network discovery

No. InvGate is designed to be intuitive and easy to configure.

Yes. We have a number of import tools for both InvGate Service Desk and InvGate Assets.

We provide a major release once per year, which includes things such as new functionality and significant enhancements to core features. In addition, we provide minor releases multiple times per month, this includes things such as fixes and small feature updates. This is the same regardless of your delivery model (Cloud or On Premise).

No. All releases are included in your annual maintenance plan or Cloud subscription.

Less than 15 minutes. Typically 5-10 minutes in most cases.

This differs from deployment to deployment. At a basic level, the systems run themselves, although we do advise that each customer has one “product administrator” to maintain any ongoing configurations, as such as new services offered to your end users, or to create new reports required by management.

No training is required, but online How-To videos and our Knowledge Base are available once you become a customer. Any other questions can be asked in the self service portal or via phone. We also offer remote sessions and calls if you feel these are needed.

All configuration is retained, this includes non-sequential upgrades.

We currently offer the following integrations: AD, LDAP, openLDAP, Google authentication, Office 365 authentication, and email to ticket.

Bespoke integrations are done through our Service Desk API: /service-desk/api/

At this time InvGate Assets does not have an API. This is on our product roadmap.

We support LDAP and AD, and POP3 and IMAP inbound email support.

Yes, using Security Support Provider Interface (SSPI) and Windows Challenge/Response (NTLM).

This is not currently offered out-of-the-box.

Customers are provided unlimited access to our Web Support Portal (powered by InvGate Service Desk), and to our Self-Service Knowledge Base to access documentation. Email support is also provided, as is scheduled Telephone Support.

Our first response times are as follows:

• Cloud incidents – services interrupted (1 hour)
• Critical incidents (2 hours)
• Other incidents (4 hours)
• Questions (24 hours)