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FAQ

FAQ

 

I did not receive email notifications of my purchase, or my activation. What should I do?

Answer: Please check your spam list first. If you do not find the emails in your spam list, and

  • If you are learner user with group purchase, please ask your manager to reactivate.
  • If you are Professional user or a Group Manager, please email us at storesupport@pakragames.com.

 

What is my account ID or user ID?

Answer: Your email address is your account ID or user ID.

 

What is a free account?

Answer: A free account lets you

  • Sample a Game from each bundle
  • Interact with PAKRA® Console and PAKRA® Analytics
  • Shop faster
  • Track the current status of your orders
  • Review your previous orders
  • Take advantage of your account benefits

 

I already registered at another mypakragames.com website; do I need to create an account here?

Answer: Yes.

You only have three Game bundles. I would like more. When will I get more?

Answer: We plan to release new Game bundles every two to three months.

 

How do I know which package has what features?

Answer: The Compare Packages page provides a detailed feature comparison.
Click http://store.mypakragames.com/compare-packages.html

 

How do I determine which products are best for me?

Answer: By answering a few questions on the Help Me Buy page, you will learn which packages, Game bundles and add-ons will best meet your needs.
Click http://store.mypakragames.com/help-me-buy.html

 

What is the difference between Games on Sample Page and those at  FreeTrainingGames.com?

Answer: By playing the Games on the Sample Page, you gain Game-playing experience with an actual Game that is included in a Game bundle.
The Games included on the FreetrainingGames.com site allow full play experience, but the Games are generic and simpler.

 

How is $31.82 per user per month calculated in the Group package?

Answer: If you purchased a Group package for $1,500 (which includes 10 learner user licenses, one manager license and one free Game bundle) and you purchased 12 months of utilization for $2,700, then divide
$4,200 ($1,500 + $2,700) by 132 (12 months X 11 users) = $31.82.
You can reduce per-user, per-month costs to $14.00 or less if you purchase more users and more Game bundles.

 

Why can I only include one address in my account?

Answer: At this time, we only allow one address to be stored with your account. We strongly recommend this address be your billing address. This address data is transferred to our PCI-compliant payment gateway for credit card processing.

 

How many times can I play a Game?

Answer: If you purchased a Professional or Group package, you can play each Game three times. Game play is unlimited in an Enterprise package. Most learners maximize their learning and Game scores by the third play.

 

I was purchasing at the PAKRA Store, and I got a session timeout error. Why is that?

Answer: Session-inactivity timeout is set at 24 seconds. This ensures your account and purchases are secure.

 

What are the minimum system requirements?

Answer: The minimum system requirements are shown below.
To learn more, click http://store.mypakragames.com/compare-packages.html


Minimum System Requirements

Professional

Group

Enterprise

O/S Agnostic: Windows, Mac, Linux

Yes

Yes

Yes

Browser Agnostic:
Apple Safari 3+
Microsoft Internet Explorer 7+
Mozilla Firefox 3+
Opera 8+
Netscape 8+
Chrome 20+

Yes

Yes

Yes

JavaScript enabled

Yes

Yes

Yes

Flash enabled

Yes

Yes

Yes

Html 5.0 enabled

Not at this time

Not at this time

Not at this time

Media streaming for the SWF, FLV and *.MP3 files enabled

Yes

Yes

Yes

Network connection

Best with Cable or DSL connectivity
Minimum: 768 kbps

Best with Cable or DSL connectivity
Minimum: 768 kbps

Best with Cable or DSL connectivity
Minimum: 768 kbps

Cookies enabled

Yes

Yes

Yes

Screen Resolution

Minimum 1024 X 760

Minimum 1024 X 760

Minimum 1024 X 760

Sound cards in computers

Yes

Yes

Yes

Audio recording capability

Select Games (optional)

Select Games (optional)

Select Games (optional)

 

Why is my shopping cart reset with the latest shopping-cart data, which removes what I included before?

Answer: The shopping cart is reset in two situations:
If you already purchased with us, and you selected products in the shopping cart without logging in to your store account, the cart will reset in the purchasing process. If you are trying to downgrade from a Group-package purchase to a Professional-package purchase, the cart will reset to what is available to you. If you already purchased an add-on, the add-on will not be available for you to pick. Games, Users, Months are always available to add for Group. Games are available for Enterprise.

 

My company only pays by check/cheque. How will I process a Group purchase?

Answer: Please email your contact information to storesales@pakragames.com.
Our salesperson will contact you to facilitate the non-credit-card transaction.

 

I cannot purchase with a credit card. How will I purchase your products?

Answer: Please email your contact information to storesales@pakragames.com.
Our salesperson will contact you to facilitate the non-credit-card transaction.

 

In which currency will payment be accepted?

Answer: All charges will be in US dollars. You may incur charges with your bank or credit-card company if you typically transact in any other currency.

 

What is the difference between <My Products> and <My Account>?

Answer: Clicking <My Products> will redirect you to your PAKRA® Console account.
It is an auto-login to PAKRA® Gateway and your personalized URL.
Clicking <My Account> will redirect you to your PAKRA® Store account and purchase information.

 

What is PAKRA Console?

Answer: PAKRA Console is your product platform.
To learn more, click https://store.mypakragames.com/console.html

How to I log out from <My Account>?

Answer: Click the screenshotbutton next to your name.

 

I have two tabs of the PAKRA Store open on my browser, each with a different account. When I click one, it supersedes the other tab. Why is that happening?

Answer: We do not allow two concurrent sessions with two or more accounts running from the same computer/device.

 

 Why was my account deactivated?

Answer: To keep the information in your account secure and usable, we continuously monitor our servers and all accounts to prevent and detect violations of the end-user licensing agreement (EULA), spamming, phishing and other security breaches.
Please contact storesupport@pakragames.com to reactivate your account.


 

I forgot my password; what should I do?

Answer:
From Store Login Screen: Click Forgot your password Utility.
screenshot

  1. Enter your email login ID.
  2. Click <Submit> button.
  3. You will be emailed a new password to your account email login id.

screenshot

This password will change on your PAKRA console automatically.


To change/reset password:
From Store Account: If you have a PAKRA Store account (Professional, Group manager), you may reset your password from your "My Account" page.

  1. Click "My Account" Tab.
  2. Click Change my store account password utility.

screenshot

  1. Enter you current password.
  2. Enter new password.
  3. Confirm password by re-entering new password.

screenshot

 

I want to play one Game more than 3 times and another Game once. Can I do that?

Answer:
If you purchased a Professional or Group package, you can play each Game three times. You cannot mix and match total number of plays.
If you have reached the maximum in one Game in a bundle, you can continue to play all other Games within the bundle.
If you purchased an Enterprise package, you get unlimited plays for all Games and all users.

 

I bought a Group/Enterprise package. Can I re-use my user license for another employee, if the current user is no longer in that job?

Answer: We strongly recommend not re-using the user ID for a new employee. Each license is an employee record. The PAKRA system is database-driven. All past data history will remain in the new employee’s record and will make it very hard to target and benchmark their learning gaps, skills gaps and progress.

 

Are there issues with downtime of your hosted servers?

Answer: Since Sept. 1, 2009, we had two 15-minute instances when our client servers were down. We try to have the best uptime practices. However, this does not guarantee 100% uptime.

 

How often do you back up our data?

Answer: We do daily scheduled backups, which can be adjusted according to client needs.

 

How do you manage data security?

Answer: ISO 27001:2005 security practices have been implemented. Features include

  • A secure firewall
  • 256-SSL encrypted web pages
  • Encryption software for user IDs and passwords
  • Daily evaluation of network and server logs are conducted to see any suspicious activity
  • Proper prioritization of server-security issues are conducted
  • PCI-certified payment gateway system

 

How is user experience incorporated in designing your SaaS suite?

Answer: From surveys we have conducted, we find “cool factor” and “easy to use” are the most important critical-to-quality (CTQ) requirement for all our users.

  • For our standard products, we start our product-development process by identifying early-adopter “alpha clients.”
  • These clients participate in focus groups. With user storyboarding techniques, we develop CTQ requirements for learning content and software features.
  • Using Quality Function Deployment (QFD) techniques, we prioritize CTQs in accordance with the Kano model.
  • We apply “Learning to see” Lean philosophy by sampling real calls of clients. This helps us develop call scenarios and practices. We test all operational definitions with Attribute Gage R&R techniques.
  • We follow AGILE development as our software-development lifecycle. This gives us short product-development time and keeps the cost of production down. With rapid user-acceptance testing cycles, we have a robust feedback loop.
  • In addition to frequent user-acceptance testing, we do thorough usability testing.
  • We receive instant feedback on design and learning from the user groups during the pilot phase prior to going to market.
  • We establish an ongoing mechanism to receive feedback from global users 24/7/365 after going to market.
  • We provide clients with utilization rates and adoption rates of PAKRA software.
  • Our “Friends” feature provides a learning forum. This, in turn, gives us another source of information about user experience.
  • Our processes to manage “product changes” and “enhancements” are ISO compliant.

 

Can you customize your Games specifically to our work environment?

Answer: When you purchase an Enterprise bundle, we customize your Games.
These web-hosted Game simulations are customized to reflect your real working environment. These will be customized according to

  • The type of customer interactions or situations your employees handle
  • Your interaction processes
  • The systems used by your employees
  • The knowledge base, applications and other resources available to your employees
  • Your critical KPIs and metrics
  • The top performance issues with which your employees struggle

 

For an Enterprise package: What are the steps in your custom Game-design process?

Answer: “Engaging” and “meet our processes” are the most important critical-to-quality (CTQ) requirements for these users.

  • We apply “Learning to see” Lean philosophy by sampling real client calls. This helps us develop call scenarios and practices. We test all operational definitions with Attribute Gage R&R techniques.
  • We provide our clients with access to real data, issues and participation in developing the stories to model for simulation.
  • We develop user stories into a Game script in the same way a movie is made.
  • We follow AGILE development as our software-development lifecycle. This gives us short product-development time and keeps cost of production down.
  • With rapid user-acceptance testing cycles, we have a robust feedback loop.
  • Client sign-off occurs at every stage.
  • Typically, the first rollout will take a week to fine-tune client processes for Game-play rollout.
  • Post-pilot, clients are given frequent feedback on adoption and utilization rates of users, along with guidance about how to increase adoption and utilization.
  • We have ongoing mechanisms established to receive 24/7/365 feedback on user experience after the first rollout.

 

How does Six Sigma and Lean heritage affect your day-to-day operations, processes and service guarantees?

Answer: Each member of our management team has more than 20 years of experience in Lean and Six Sigma training and consulting. The principals have mentored and coached more than 1,000 Master Black Belts and Lean Masters, and coached Black Belts on more than 5,000 projects.

  • Our product enables our clients’ “I” phase and, more importantly, “C” phase of DMAIC process-improvement projects.
  • Green Belt certification is a minimum requirement for every employee working in customer-facing processes.
  • Employees and contractors are incentivized to think of “Kano” delighters and are given the responsibility to consider taking them to the implementation phase with the client, as time permits, following a value proposition.
  • Contractors who provide us with repeat services (where applicable) are required to adhere to a strict Six Sigma–driven supplier relationship with us.
  • Features are developed according to Kano-model criticality.
  • Data-driven decision-making and standardized processes have been implemented for marketing, sales, product-development, testing, client deployment, client services, IT, and accounting and payroll transactions.
  • Product development is conducted using AGILE and Quality Function Deployment (QFD) techniques.
  • For Enterprise clients: We have reduced a 24-days client launch to a 3-days client launch from final discovery of custom fields for our standard products that need no customization of Games.
  • Our clients drive Client Service Guarantees.

 

I have read these FAQs, and I still have questions. What can I do?

Answer: Please contact us at storesupport@pakragames.com or storesales@pakragames.com.

 
 
 
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