Frequently Asked Questions - Subscriptions

This FAQ explains how our subscriptions work and how we try to put our customers at the center of everything we do. How many sessions can I send through the Hub? How many computers can send data to the Hub? How long is data stored on the Hub? What counts as a subscribed user? Do I still need to purchase Analyst? What's the money back guarantee on subscriptions? Can I migrate to my own Hub Server later? Am I making a long term commitment by purchasing a subscription? What happens if my subscription expires? Have more questions?  Please contact us or have a live chat with one of our developers so we can make sure all your questions are answered.

Other FAQs The Licensing FAQ explains our customer-centric licensing and support policies. The Try It FAQ focuses on general questions that have come up for people considering a Gibraltar trial. The Support FAQ drills down into more detailed question that have come up for Gibraltar users.

How many sessions can I send through the Hub?

We don't charge by the session or by transfer volume. You can send as many sessions as you want to the hub - via email or directly from our Agent. Sessions are stored compressed and are additionally compressed for transfer, minimizing the bandwidth required.

Like any service provider, we do reserve the right if you are moving enough data that you're putting the service at risk to discuss alternative arragements for you. Even then we won't leave you high and dry - we'll work with you to get an option that works for everyone.

How many computers can send data to the Hub?

There is no limit to the number of different computers that can send data to the hub, nor is there any additional licensing required. Even with our smallest service plan you can have as many separate computers submitting data as you want. This is consistent with our philosophy that collecting information should be as simple as possible - just like how the Gibraltar Agent is free.

How long is data stored on the Hub?

Sessions are stored temporarily on the Hub until downloaded to each subscribed user. Up to 2 GB of session data is stored on the Hub for up to 28 days. Even if all subscribed users have downloaded all sessions, 4 days of session data is retained on Hub for any new subscribed users.

What counts as a subscribed user?

A user is counted as a single computer & user account. Therefore, a separate subscription is required for each computer you want to retrieve data from the hub. If you have a terminal server shared by several users that all want to retrieve data from the hub they will each need their own user.

Do I still need to purchase Analyst?

Yes. A Hub subscription just replaces the need to purchase a Hub Server license. To access your Hub subscription you will still need licensed copies of Analyst.  You'll also want to keep maintenance active to take advantage of the latest Hub capabilities.

Tell me more about your money-back guarantee on subscriptions.

Refunds for any purchase are covered in our Refund Policy.

Can I migrate to my own Hub Server later?

Yes. We can configure your Hub Service account to redirect agents to your own server. This means you won't need to change your deployed application to transfer from our service to your own server.

Am I making a long term commitment by purchasing a subscription?

No. When you purchase a subscription you have the option of purchasing just one month or as many as 12, whatever fits your needs. At the end of the term you can renew for whatever new term is appropriate. We'll let you know when your term is coming to a close so you can make a decision on what you'd like to do next.

What happens if my subscription expires?

When your subscription expires you will no longer be able to send data to the Hub or retrieve data from it.  The Gibraltar Agent is designed to handle this automatically and will revert to sending data through whatever alternate methods you have configured (like email).  Any information that you have retrieved prior to the expiration date is still present on your computers.  If you reactiate your subscription then your deployed applications will start sending data to the Hub again automatically.

How is my information protected?

The Gibraltar Hub Service is physically hosted at a SAS 70 Type II Certified Facility near our office in Baltimore, MD. Your data is not available to other Hub Service customers and is not accessed by us. For more details, please refer to the Gibraltar Hub Service Privacy Policy.