FAQ

Answers to the most frequently asked questions

  • What technical support do you provide?

    We offer 24/5 full support and support for critical issues over the weekend. We provide support primarily via forums and email, which we have found to be the most efficient means for both our customers and our support staff. We will move to 24/7 support by the end of 2017.

  • What browsers does MATRIX support?

    We support the current and the previous release of Chrome, Firefox and Safari. Each time a new browser version is released, we begin supporting that version and stop supporting the third most recent version. We also support Internet Explorer 11+ (for Windows 8 and previous versions), and Microsoft Edge (for Windows 10+).

  • Does MATRIX work on mobile devices?

    Yes, you can download our mobile app for iOS, our mobile app for Android, and our mobile app for Windows to enjoy using MATRIX anytime, anywhere. We also support all browsers on Android 4.4+, iOS 8+ and Windows 10. Our system has a responsive design so it will adapt to the size of your device's browser.

  • Can I web conference from within MATRIX?

    Yes, MATRIX can be used in conjunction with any third party web conferencing system. All web conferencing products allow you to schedule a conference call and then copy a link from the conferencing system into any HTML page. You can thus embed conferencing links into MATRIX calendars, news feeds, and course pages. In addition, we are adding deeper calendar-level integration with some systems (GotoMeeting has already been added) so that you can schedule web conferences directly from the MATRIX calendar and they will automatically appear inside calendar events.

  • How secure and reliable is your cloud-hosted platform?

    Our site has had 99.99% uptime, without any data loss and no security breaches since we launched in 2009.

  • What kind of security measures do you take?

    By default, all web pages are served using HTTPS. All personal passwords are encrypted. Our e-commerce integration is PCI compliant, and financial data never even touches our servers. We perform automated vulnerability scans on our systems and source code. All access to files, such as images and videos, are via URLs that are individually encrypted for each user to prevent unauthorized sharing of resources.

  • Are you FERPA compliant?

    Yes, we do not share your data with anyone.

  • Is there a setup fee?

    No, we do not charge any type of setup fee or cancellation fee. Our site is pay-as-you-go. You can upgrade or downgrade at any time, and the change will take effect on the next billing cycle.

  • Do you have storage and bandwidth limits?

    No, we offer unlimited storage and unlimited bandwidth.

  • What languages does your platform support?

    We currently support more than 40 languages, and our integration translation system makes it easy for volunteers to add supplementary languages.

  • Where are your servers located?

    Our servers are located in the Amazon data centers in Virginia, USA.

  • What software and hardware does MATRIX use?

    MATRIX is built using the latest software and hardware technology. The code is written using Ruby on Rails and a very small number of third party libraries. It is hosted using Phusion Passenger Enterprise on Apache2. The system runs on the Amazon cloud, and is designed for reliability and security. For example, there aren't any single points of failure in the architecture, which spans multiple availability zones. The hardware infrastructure includes the Route 53, EC2, S3, ELB, RDS, SES, ElastiCache, and CloudSearch services from Amazon.

  • What is your backup strategy?

    Our automated backup system creates an on-site and off-site copy of our database every day. In addition, we maintain secure off-site copies for every document that is uploaded to our site.

  • Do you offer a version that we can host ourselves?

    We are mainly a cloud-hosted service, which allows us to offer the site at a low cost as well as easily adding new features and fix issues when they are detected. We do not have a downloadable version for individual schools, but we do offer source code licensing for large companies or well-funded startups who wish to deploy our platform on a large scale.

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