Find the answers to our most frequently asked questions here.


Technical FAQs

Are user licenses concurrent or named?

Our user licenses are concurrent meaning the total number of users you can have logged into the system at one time. 

What platform was Incident Xpress built on and is it secure?

Incident Xpress is a cloud-based web application and was designed from the ground up using the latest Cloud application development technology. Incident Xpress Inc. followed the lead of the U.S. Department of Defense in choosing Microsoft Azure Cloud Services to host our software and subscriber data.

Subscribers benefit from Microsoft’s continuous data security innovations from their more than 3,000 global cyber security experts – security that is trusted by the largest corporations and governments around the world. Microsoft Azure gives every client a very high SLA (Service Level Agreement) of 99.95%, (approximately 4.38 hours of downtime per year).

Incident Xpress uses Microsoft Azure Defender to continually scan our MS Azure server(s) to monitor for suspicious activity, malware, or other security vulnerabilities. MS Azure Defender reports all detection of suspicious activity to Incident Xpress Inc. IXI then works with MS Azure to investigate that activity and affected subscribers will be notified promptly.

Further, Incident Xpress uses Auth0 to authenticate a user by giving iX a token. This means if the MS Azure server(s) where our client data and program is hosted is attacked, there is no threat of user identity exposure because that information is stored by Auth0. 

Auth0 is highly focused on ongoing and new security issues and update their product as soon as a new vulnerability is revealed meaning iX is secure against these types of threats.

Subscribers are responsible for maintaining the security of access to their devices and account but we do make MFA available to help make iX even more secure.

How did you approach the UX design of Incident Xpress?

Incident Xpress was developed based on Material Design by Google. Material Design is a visual language that synthesizes the classic principles of good design with the innovation of technology and science. It’s highly adaptive to all platforms including mobile devices.

Do I need to install anything?

Nope! No installation is required. Simply sign up online, verify your account via email and get started.

Signing Up & Subscription FAQs

Do you offer a free trial?

Absolutely! Jump right in and create your Incident Xpress account today to activate a 30-day free trial. Customize, configure and explore all the powerful features of Incident Xpress without providing a credit card.

What happens when my free trial ends?

After your trial expires, you will need to purchase a monthly or yearly subscription. Your trial account will become your permanent account with all of your data and customizations remaining intact.

Prefer to start fresh – no problem. Simply go through and delete the sample data you entered and review your Administration settings before opening up the system to other users. If you would like a copy of the default lookup lists for the industry vertical you signed up for, please email us at support@incidentxpress.com.

PLEASE NOTE: only the System Administrator and Backup Administrator should have incident delete rights.

What are my subscription options?

Incident Xpress does not have different levels, e.g. Basic, Advanced or Professional. Instead, we’ve created a product that is designed to be used from the smallest organization to the more complex. The lowest regular subscription cost is $99.00 for 5 concurrent users. If you require more users, simply add as many 10 user packs as needed to your subscription plan. Sign up for your free 30-day trial right now.

Is there a minimum or maximum to the number of users per system?

Each new subscription with Incident Xpress comes with 5 concurrent user licenses automatically. If you require more user licenses, we offer additional 10 user packs at the same cost of the orginal 5 user cost. There are no maximum user limits.

Do you offer 24/7 support?

We do not. Instead we have focused on helping users with onscreen help within iX and a detailed help center where users have access to guides, FAQs, video tutorials, knowledge base articles and a community area where iX subscribers can post questions, comments and suggestions. If you are unable to find the answer to your question via these resources, you can submit an inquiry via support@incidentxpress.com and receive a detailed response within two business days. Urgent issues can be phoned in and the best person to help with your issue will get back to you promptly.

If I cancel my subscription, will I be able to access my incident data?

If you cancel, you will have access to your data until your billing anniversary data. E.g. If you are on a monthly plan that expires on May 15 and you cancel on May 10th, you will have access to your data until May 15th.

If you would like a copy of your incident data, simply search all your incidents and download all the details of each of your open and closed incidents to Excel.

If there are any attachments associated to an incident, those will need to be located within the incident file and opened and saved separately.

To find your incidents with attachments, simply do a quick search on all incidents with attachments.

If I cancel my subscription, will I be able to subscribe again?

If you cancel your subscription, we will keep your account accessible to you for up to 6 months after the expiration date. After that, your account will be deleted from the server.

E.g. If you canceled your subscription and it expired on Jan 15th, you will still be able to access the Dashboard and certain sections of the Administration menu, including Subscription, of your account up until July 15th. After 6 months, your account will be deleted from the server and will no longer be accessible.

General FAQs

Is Incident Xpress easy to use?

Yes! Anyone who knows basic software navigation can learn how to enter the details about an incident in 20 minutes or less.

The most difficult part of any deployment of software is Administration. Knowing this, Incident Xpress has been preconfigured for 4 different industry vertical types (corporate, education, healthcare & hospitality) to help you get started with your configuration. Each industry vertical type comes preconfigured with workgroups, lookups and reports applicable to that vertical. This includes lookups for class/category/sub-category/type lists, person type lists as well as locations.

Of course all of these preloaded settings can be edited to what is best for your organization.

Why is your software so inexpensive compared to your competitors?

The cost of a vendor’s products is mostly related to their overhead. Revenue must exceed expenses, or a vendor will not stay in business long. Here are some costs that typically factor into the price of products.

  1. Office space – in some cases several expensive offices in different countries, and maybe on different continents.
  2. Office furniture and equipment. 
  3. Outside accounting tax specialists.
  4. Outside legal counsel.
  5. Payroll:
    1. Developers supported by a team of quality assurance specialists.
    2. Subject matter experts to manage the product.
    3. Subject matter experts to deliver training and consultant services.
    4. Marketing professionals.
    5. Sales professionals.
    6. 24/7 customer support personnel.
    7. Operations and administrative personnel.

Incident Xpress’ mission is to eliminate, or drastically reduce these costs, so we are able to pass those savings on in the form of greatly reduced subscription costs.

We wanted to make doing business with Incident Xpress Inc. as transparent as possible and without hassle. We only sell software subscriptions, and don’t offer any add on services. We don’t have a sales force – instead our web site transparently provides all the information a subscriber needs to decide. Even after submitting the online subscription form there is no risk – all subscriptions come with a 30-day FREE trial period.

Instead of expensive consultants, Incident Xpress comes pre-configured for four different industry verticals. It is much easier to edit these configurations than to start with a blank slate. Our help guides and video tutorials make this process easier than ever before.

Instead of expensive trainers, Incident Xpress comes with a comprehensive help center that addresses topics such as how to create a new incident, how to use the dashboard, how to search the database, and how to create reports and perform analysis.

Do you need a file reference number in addition to the system generated incident number?

The answer is yes – maybe – depends.

Incident Xpress attaches a system generated sequential number whenever a user selects the New Incident tab on the main menu. The numbering system starts at one and climbs from there. The sequential numbers continue to be assigned even when a record is abandoned, not saved, or deleted. This means that the incident number cannot be used as a counter. For example, the most recent incident number might be 1,000, but that does not mean that one thousand incidents have occurred.

Incidents can be found by the system generated number or any number of other criteria, or combination of criteria.
User “reference numbers” are still necessary to locate any hardcopy documents or physical objects related to an incident, for example, it may be necessary to produce an original document in a court case.

The ideal place to capture where objects, or original documents, can be found is by entering the location details (File Reference Number) in the name field for each attachment.

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