Frequently Asked Questions
Q: Customer data is extremely sensitive...how
do we know it will be protected?
A: Cornerstone's billing agreement contains strict
confidentiality provisions — we guarantee that customer information will only be used for the processing
tasks you've asked us to handle for you. Cornerstone has been handling such confidential information — without
incident — since 1998. During that time, we've handled billing for tens of thousands of accounts. The security
measures protecting the data in our online system are extreme, and include:
- Hardware and software port protection and firewalls
- Use of a high-encryption connection protocol to safeguard information and protect against hacking activity
- Lockdown measures that limit user activity to only their company's database
- Virus scan software and daily updates
These measures have maintained total data security — without a breach — since Cornerstone's
real-time system was established in early 2001.
In addition, Cornerstone's staff consists of professionals that have gone through an extensive
screening process to ensure integrity beyond question.
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Q: Do you guarantee our satisfaction?
A: Yes. If you become dissatisfied with our services,
our billing agreement includes an "out", which involves returning all your customer data from our system to you,
along with the related software (software cost to be reimbursed).
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Q: Converting to new software sounds like a big hassle...how
long does it usually take?
A: We are very efficient at accurate data conversion,
and we normally handle at least 90% of the job. If we receive a "data dump" from you on Friday, we can normally
have the information cleaned up, formatted, and imported into our system by Monday. At that point, we can both
review the information in real time, run reports, and prepare for the initial billing. Learning the basics of
the software may take a week or so, and many customers become "power users" within a few months.
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Q: What invoice formats do we have to choose from?
A: The invoice layout is always the same
(see sample — link below), but you have a choice of more than 25 different "messages"
to print-surveys, cellular backup promotion, referral promotion, testing your system, planning on moving,
and several others. The invoice format is clean, uncluttered, and easy to understand which minimizes
the billing questions you'll receive from your customers.
Q: If Cornerstone is processing our receipts,
how do we know how much has been received each day?
A: Simply run the Cash Receipts Report online using the software.
When we transfer the receipts to you, we "log note" to you the amount being transferred, so you can record that in your checkbook.
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Q: How do we know that receipts processed by
Cornerstone will be transferred to our account?
A: First, we have a track record of many years of
accurate processing, as confirmed by our customers. Every penny is accounted for each month.
Cornerstone is financially sound, and our processes are extremely consistent-we do exactly what
we've agreed to do, on time. If further support is desired, during the first year of a new relationship,
we can arrange for a "bank guarantee" of recurring receipts (upon request).
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Q: What if there's a problem accessing the Cornerstone system?
A: Since the online system is accessed via the internet,
on very rare occasions service can be interrupted. First, if the outage is brief, simply call us and we should
be able to get you the information you need. Second, we have a redundant backup server at a different site-if needed,
we can have you log in there to access your account data. Outages can relate to your own Internet Service Provider,
so we always recommend that our customers carry a second, basic "dial up" account to give them an alternative means of connecting.
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Q: Do we run the alarm software locally, on our network?
A: Not usually, to avoid multiple copies of the database,
and the problems that could cause. We can arrange to burn CDs of the data files, and ship them to you on a specified schedule.
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Q: Can I access my accounts in the Cornerstone system from home?
A: Yes — as long as you have an internet connection,
you follow the same login procedure as you would at the office.
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Q: Can our office post payments if we receive checks?
A: Yes — when we set your accounts up, we send a written
"Primer" explaining how to handle the most common tasks in the software, such as posting payments.
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Q: Can Cornerstone handle collections for us?
A: Collections support is an optional service.
We can issue periodic statements or collection letters to past-due accounts. We can also make "soft"
collection calls, although we would prefer that our customers handle that process.
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