FAQ

The most frequently asked questions about FINDIQ

Where is the data located?

The customer data, i.e. the knowledge of what the FINDIQ software processes, is stored on Hetzner servers in Falkenstein, Germany, if Software-as-a-Service hosting is selected.

 

Who owns the data?

FINDIQ provides the method, artificial intelligence and software for processing the data, but at no time has ownership of the customer data, unless this is decided otherwise by mutual agreement.

After any termination of the contract, the customer data or knowledge will be returned to the customer and deleted immediately on FINDIQ's side, whereby FINDIQ's artificial intelligence for processing the data remains with FINDIQ.

Can the FINDIQ software be integrated?

It is important for us not to burden our machine service employees with yet another isolated solution, which is why we can not only integrate, but also want to. The FINDIQ architecture is therefore designed to integrate into existing system landscapes, e.g. field service management systems, ticket systems, maintenance management systems and service portals.

We have standard interfaces (Open API-compliant HTTP interface/REST API) for this purpose.

In the event of integration, a single sign-on function (SSO) can be used to provide fast and standardised access for the user (preferably via OpenID Connect, also possible via SAML, although this is an outdated and therefore less secure variant).

How is the software hosted?

  • First Choice: FINDIQ operates, maintains and updates the software as a Software-as-a-Service (SaaS) cloud service, whereby the software is hosted on Hetzner servers - i.e. summarised on German servers.
  • Second Choice: The software is deployed on a private cloud of the customer, which only indirectly enables control and support by FINDIQ and can therefore slow it down.
  • Third choice: The software is deployed on-premise on the customer's servers, which places operation and maintenance in the hands of the customer. This means that the customer is also responsible for fully ensuring IT security and has to provide dedicated resources for this purpose. If there are also updates to the FINDIQ software, installing them in the customer's environment involves considerable additional work, and FINDIQ-side access in the event of support is also more complex.

Why should you opt for the "SaaS" hosting option?

The implementation of maintenance, updates, backups and always up-to-date security measures are permanent expenses that the customer saves and can have handled by FINDIQ.

In addition to IT security at the highest level, FINDIQ always brings best-practice experience from its customer portfolio. To date, the majority of recommendations and a high level of satisfaction have centred on the provision of the software as a SaaS cloud service, particularly with regard to the rapid provision of the software and quick responses in the event of support.

How are backups made?

Fully automated backups of the entire system are carried out every 2 hours, which is above the industry average in terms of the best possible data backup.

The functionality of the backup system is also checked automatically.

Does the software also work offline?

The software is initially a web application, i.e. it requires the Internet to utilise the full range of functions, especially the artificial intelligence.

In the event that Internet access is not possible on site for technical or strategic reasons, the most important information can be made available offline as an export of the knowledge base in order to continue to ensure immediate support for fault diagnosis, rectification and maintenance routines.

How is IT security guaranteed?

  • We use modern security measures such as brute force detection systems, a modern IAM (Identity and Access Management) system, firewalls and strict access and update management.
  • We offer secure authentication procedures such as SSO or 2FA.
  • Our IT and OT environments are strictly and physically separated.
  • We regularly have external IT security audits carried out and are also available for individual IT audits of the respective customer at any time before the start of a new partnership.

What is AI used for in the FINDIQ software?

We use AI to "translate" the knowledge base (error matrix) into a dynamic, user-guided error diagnosis, which guides the user step-by-step from error symptoms to the cause of the error as quickly as possible.

A further AI process has been implemented to optimise the software in a self-learning manner (feedback system) with frequent use of the software and retrieval of the knowledge base:

  • On the one hand, the step-by-step queries automatically change in sequence and the diagnoses become faster and better over time.
  • On the other hand, updates and additions to the knowledge base can be made repeatedly during use "in the field", which are processed via the feedback system.
  • Based on both types of feedback, the AI generates suggestions on how the knowledge base can be optimised, which can be accepted or rejected by a "system administrator".

Further questions? Please do not hesitate to contact us.

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