HotWire Frequently Asked Questions (FAQ)

1. Is HotWire a software product, a service or both?   
  
HotWire is a service that monitors networked computers, (both inside and outside a firewall) and
notifies your wireless phone in case any computer or service fails. You can remedy common
problems from the same wireless phone.  HotWire uses a software component that is installed on
your network server or servers. Computers with HotWire installed are "managed servers".   

3. What operating systems does HotWire support?   
  
HotWire first release is Windows only. At the end of the first quarter we expect to offer HotWire
on additional operating systems. Each additional OS will be offered in three-month intervals,
which will include UNIX (including Linux and Apple OS X) and Netware operating systems. 
HotWire has the same user interface for all supported operating systems and controls all services*
on supported platforms. *The term "Services" has different meanings on different platforms. 
On Windows platforms, "services are programs owned by the operating system and that may be
started automatically on system boot."  On Unix and other platforms that recognize groups,
HotWire services are programs placed in the "HotWire" group by the System Administrator. 
In the UNIX world, what Hotwire refers to a Service is called Deamon. 

4. What are the basic operational requirements? Is a server needed?  
  
No.  HotWire is designed to support networks of PCs as well as servers.  HotWire can manage
any computer connected to an ISP via broadband.  A LAN is optional. 

5. Are services or daemons required on managed systems?
  
Yes.  HotWire communication is enabled with software that is installed on managed computers (HotWire services).  HotWire services are small and completely self-contained (no software interactions).

6. What types of security does HotWire provide?  What type of
encryption is used?   
  
HotWire provides end-to-end communications security for all data communications paths
through dynamic encryption.  High-encryption 128-bit (SSL/TLS) is standard. (See the
"HotWire Communications paths" diagram).  

7. What is the communication path from wireless phone to Internet
to managed server?    
  
HotWire Gatekeeper Service is hosted on Nantasket  servers for most customers. 
See "HotWire Communications path" diagram.  

8. "HotWire wireless phone access is centrally controlled"- where
is this central point? 
  
All HotWire traffic from a wireless phone to a managed computer must go through the central
HotWire Gatekeeper service. The Gatekeeper service is the central point. 
See "HotWire Communications Path" diagram.  

9. Where is the audit trail data stored?
  
Audit data generated inside the firewall is kept (in condensed form) on the customer's
managed computer's.  Audit data generated outside the firewall is kept on the Gatekeeper
server (in condensed form).  After a user configurable time interval, audit data from both
inside and outside the firewall is migrated to a user-configurable location.  Additional
data storage charges apply for data retained on the Gatekeeper server for more
than 30-days. 

10. If HotWire "remotely tests and restarts non-responsive
computers and services", what is running the test and
from where?
  
HotWire commands are initiated from the phone and are executed in whichever managed
computer the user chooses on the cellular phone. The phone can access computers that
the Administrator has configured for the phone and user to control.

11. HotWire's ability to "restart non-responsive computers and
services" is interesting, but my services rarely fail.  What does
HotWire do when everything is running smoothly?   
  
HotWire continually runs default tests you specify on your servers and services while the
servers and services are operating.  These tests are run from both inside and outside your
firewall.  If tests results differ from those you have specified, HotWire notifies you by wireless
phone message and/or email, identifying the affected managed server and service.  You
can then take diagnostic or corrective action or dismiss the message.  

12. Does HotWire manage networks or networked computers?   
  
HotWire manages computers in a network and services running on those computers. HotWire
is not designed to manage network hardware (switches and routers).  HotWire can momentarily
interrupt power to a networked computer, but if the network backbone or router hardware to the
ISP or the ISP itself is down, HotWire cannot restore the network.  HotWire not designed to
restore failed hardware devices.

13. What does "HotWire 'lock down' your networked computers
to prevent malicious access" mean?
  
HotWire security features protect your networked computers and make it difficult for anyone
to break into a network through HotWire.  

14. Can non-technical people resolve most service interruptions
with HotWire? 
  
HotWire's wireless phone user interface is simple, easy to remember and exactly the same for
Unix, OS X, NetWare or Windows operating systems, so it is practical for a non-technical person
to resolve service interruptions.  The Gatekeeper configuration determines which computers
and services the wireless phone can control.  Phone commands must go through the Gatekeeper service; the Gatekeeper service can be configured dynamically by the system administrator
to allow/disallow certain commands, access to specific managed computers and services on
those computers, so it is safe to allow a non-technical person to resolve service interruptions. 
Phone commands and notifications may also be echoed on the system administrator's phone
and/or console (for review) at the system administrator's discretion.

15. Is Nantasket Software certified or ISO 17799 rated?   
  
Nantasket is seeking ISO certification and should have an ISO 17799 rating in the
first half of 2006.  

16. How is HotWire licensed?  What are the license terms and pricing?    
  
HotWire is licensed on 3 month, 12month, and 24 month basis, depending on the feature
package choice. The package choices are basic, standard and comprehensive. Each package is
designed to support a single Internet connected server and additional computer on the same
Local Area Network (LAN).  See Products/Pricing for full description.  

17. How is billing set up?   
  
If the account is a single server or client it will be billed on credit card only, all other accounts
will be billed on a monthly basis.  You may also pre-authorize charges for the duration of the
license period (payment within 15 days receives discount).  Your HotWire charges will appear
on your monthly credit card statement.  Payment by purchase order is in advance.

18. How long does it take to install HotWire?
  
A typical HotWire installation takes about 20 minutes or less for the server. Subsequent
installations should take 10 minutes or less per system.  

19. How often does Nantasket plan to release HotWire
updates and service packs?  
  
We are planning quarterly updates through 2007.  The update process is semi-automated,
so the time and effort commitment for each update is small.  Service packs will be released
to fix specific software problems that cannot wait until the next quarterly update. To sign up
or have a HotWire representative contact you, CLICK HERE. or call (617) 965-0753

* HotWire can be canceled with a 30-day written notice after commitment date is completed.

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