Questions
Everything people ask us before they commit
Grouped so you can find yours quickly. If it is not here, ask. We would rather have the conversation than have you guess.
Getting started
Who this is for, and how an account actually comes into existence.
Customers who hold a Stockovaa lifetime licence. You own the software outright, and Managed Cloud is the ongoing service that keeps it updated, protected, monitored and supported.
No, and that is deliberate. We take Managed Cloud customers on directly. Send us an access request, and we will contact you, understand what you run, and set the account up for you.
It depends on how much data has to be brought across and how many locations you run. We give you a firm date after the first conversation rather than a number on a web page.
The basics about your business first: how many locations, how many people use the system, and what you run today. If you are moving from an existing setup we will then agree what data comes across and how.
Talk to us. We can show you the portal and walk you through what your account would look like. What we will not do is spin up an account and leave you to it, because that is not the product.
Licence and cost
The commercial relationship, and what happens to your licence.
No. The licence you bought stays yours. Managed Cloud is a separate ongoing service on top of it, and your licence is unaffected if you ever stop the service.
Because a single figure would be wrong for most businesses reading it. A single shop and a twenty branch group are genuinely different amounts of work. Tell us about your business and you get a real number instead of a starting-from figure that changes on the call.
No. We take nothing from your transactions, on any plan and on any payment method. The service fee is the whole of what you pay us.
No. Being on a current version is the service, not an upgrade you buy. Your lifetime licence covers the software, and Managed Cloud covers the work of keeping it current.
On a single renewal date with a single invoice, visible in your portal along with your payment history. Your renewal terms are set out in your agreement.
Data and backups
Where your data lives, who can reach it, and how you get it back.
It stays yours. Your business has its own isolated database, copies are taken off-site on a schedule, and you can export your data whenever you want it, including after you leave.
On a schedule agreed with you when your account is set up, and confirmed in your service level agreement. The right cadence depends on how much you trade in a day, so it is a conversation rather than a number on a web page.
You ask us, by phone if it is urgent or through the portal if it is not. You do not need to know which backup you want. We identify it, confirm with you exactly what will come back, perform the restore, and check the result with you.
Yes. Every business runs in its own database rather than a shared one with a customer column. That has been true of the platform since the beginning and it is not a paid extra.
No. We sell software and the work of running it. What you put into the system is not a product we have any interest in.
Running the service
Updates, security, monitoring, domains and branding.
You can ask us to defer a feature release and we will discuss timing with you. Security releases are different: we apply those, because leaving a known problem in place on a system we manage is not something we are willing to do.
You will be told. Contacting you is part of the response, not an optional extra we get to if there is time.
Yes, and both are included. Your address, your logo and your colours, on screen and on every document your customers receive. We set it up during handover and you can change the branding yourself afterwards.
Not today, and we would rather say so than take an order we cannot fulfil. Register it with any provider you like, send us the name, and we will connect it for you.
No, and be wary of anyone who does. What we commit to is the work: patches applied, access controlled, certificates valid, alerts reaching a person, and a straight account of anything that happens on your account.
Support
Who answers, when, and what they can actually do.
Your Managed Cloud contact, by phone or by email, or a ticket in your portal. The team that answers is the team that runs the service, so you are never passed between vendors.
No. There is no per ticket fee and no per call fee. Priority support is part of the service and it is not a tier you can be sold out of.
The time we commit to for each severity level is written into your service level agreement, so it is a contractual term rather than a claim on a web page. Ask us for the current agreement before you sign anything.
Within reason, yes. If your connection is down or a printer has stopped talking to the till, we will help you work out where the problem is rather than telling you it is not ours.
Changing or leaving
The questions people are too polite to ask on the first call.
Your lifetime licence is unaffected and stays yours. We export your data in full and hand it over. We would rather you left with everything than stayed because leaving was difficult.
Yes. You own the licence, so that door stays open. Tell us and we will hand over your data and talk you through what running it yourself involves, honestly.
Tell us early. More locations and more volume change what the service needs, and we would much rather adjust it in advance than find out during your busiest week.
Use the login page on this site with the credentials our team issued you. If you have lost them, request a reset link from the forgot password page.
Still wondering about something?
Ask us directly. There is no script, no qualifying questionnaire, and no obligation on either side after the conversation.