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Breadth Survey: Mid-Tier Merchant Services
December 15, 1998

Service provider Able Solutions, Portland, OR Adgrafix , Sudsbury, MA AT&T Cerfnet AthEnet Data Ekchange, Appleton, WI Adventure Web Productions, Baltimore, MD Bitwise Software Inernational, Phoenix, AZ BX.COM, Needham, MA Catalog.Com, Plano, TX Dotson Consulting, Lexington, KY EZ Publishing, West Haven, CT Graphic Technologies, Fort Worth, TX Indonesia Network Prakarsa, Jakarta INetU, Allentown, PA InfoDial, Woodland Hills, CA International Computer, Watertown, NY Matrixcubed Internet, Redmond, WA Radka Media, Long Island City, NY Super Servers, Chambee, GA USinternetworking, Annapolis, MD WAASI (DBA RapidSystem), Spokane, WA XGEN Technologies, Kuala Lumpur
Contact numbers (360) 687-6064 (978) 440-9988 1(800) 7Hostin (888) 919-8700 (410) 788-7007 (602) 582-2300 (781) 444-4169 (972) 881-9595 (606) 231-7775 (203) 937-1560 (817) 535-1273 62-21-723-2272 (610) 266-7441 (800) 932-9311 (613) 394-6799 (425) 868-3347 (718) 361-6243 (770) 757-0501 (410) 897-4400 (509) 536-5141 03-2842467
Sites hosted N/A 4,000 10,000 20 74 319 52 600 10 >300 3 1 105 100 10 50-100 350 500-1,000 4 709 N/A
Largest number of products at a single site 1 million 1,042 N/A 100s 240 25,000 250 43,000 20,000 300 124 10 10,000+ N/A 1,600 500 100,000 250 100 80 N/A
Percent business-to-business 10% 30% 40% 30% 35% 5% 70% 20% 50% 15% 5% 80% 35% 20% 50% 5% 25% 10% 50% 10% 25%
Peak load (Mbps) N/A 100 311 N/A N/A 9,000 1 million 10 3 2 1 1 2.5 N/A N/A 155 N/A 75 5 40 N/A
Aggregate Mbps: primary facility DS3 thru reseller 150 622 N/A N/A 5,800 3 million 100 20 4 155 3 1 N/A N/A 155 45 150 100 270 N/A
Certificate support yes no yes no no yes yes yes no yes yes no yes yes yes yes yes yes yes yes no
Real-time credit card payment processing CyberCash no CyberCash CyberCash CyberCash CyberCash CyberCash yes CyberCash yes yes no CyberCash yes CyberCash CyberCash CyberCash yes Veriphone CyberCash no
Dedicate help-desk staff 3 25 N/A 10 4 4 6 16 0 3 2 10 5 1 3 10 9 N/A 380 4 2
Full-time non-clerical N/A 25 N/A 3 10 4 32 0 1 5 3 5 6 N/A 3 5 23 N/A 80 7 2
Helpdesk hours Mon-Fri 8am-5pm 24/7 24/7 8am-9pm 9am-5pm 10 hours 8am-8pm 9am-9pm 24/7 24/7 8am-6pm N/A 9am-7pm 9am-6pm 24/7 24/7 24/7 24/7 24/7 24/7 9am-5pm
Helpdesk hours weekend no 24/7 24/7 Sat 8am-9pm, Sun 11am-6pm no no Sat 8am-8pm, Sun/varies no 24/7 24/7 no N/A no Sat 9am-6pm 24/7 24/7 24/7 24/7 24/7 24/7 Sat 9am-1pm
Reimbursement for an outage N/A 0 shared/one month's free service, dedicated/ pro rated 0 0 1 mo free 0 0 0 N/A N/A N/A 1 mo free n/a n/a n/a 0 varies 99.9% or 43 min N/A equal to downtime
Period triggers reimbursement N/A 0 shared/any outage, dedicated/4hrs 0 0 30 min 0 0 0 N/A N/A N/A 180 min N/A one full day N/A 0 30 min 43 min N/A 24-48 hours (unforeseen, uncontrollable)
Tools required for editing on merchant desktop browser none none none standard HTML Editors Netscape, AOL, or IE 3.0 Browser or above none, updates through web interface web browser 4.0 or higher Cold Fusion, Dreamweaver, Homesite, Microsoft Access MS FrontPage or another web design utility none N/A any HTML editor/Microsoft FrontPage they choose, we will assist none required HTML editor and a browser browser, FTP or Telnet tomodify DB FTP, design software (Frontpage or any text editor) Microsoft FrontPage 98, IE4.0, Broadvision (CMC, DCC), ed. of choice browser browser
Tools for viewing/manipulating reports browser none browser none Netscape 3.0 or higher Netscape, AOL, or IE 3,0 minimum browser browser, E-mail reader browser FTP/browser browser N/A SSL compatible browser browser browser brwoser DBMS e.g. MS Access browser browser browser or e-mail browser or e-mail
Percent of dedicated servers N/A 25% 60% 0% 30% 5% 12% 10% 0% N/A 50% 0% 10% N/A 0% 5% 25% 10% 100% 1% N/A
Customer tools to access packet delivery no no no no yes yes yes no no no no no no no. no yes yes no no no no
SLAs no no yes yes yes yes no yes no no yes no yes no no yes yes no yes yes yes
Server redundancy no no yes yes yes yes yes yes yes no yes yes yes yes yes yes yes yes yes yes yes
Network redundancy no no yes yes yes yes yes yes yes no yes no yes yes yes yes yes yes yes yes yes
Backup facility no yes yes yes no yes yes yes yes no yes no no yes no yes yes no yes yes yes
Cross-server dynamic load balancing no no yes yes no yes yes no no no no yes no no no yes yes yes yes no no
Offline store admin by merchant yes N/A yes yes yes yes yes yes yes yes yes yes yes no yes yes yes yes yes yes yes
Varied privacy levels for multi-store admins yes no yes no yes yes yes no no yes no yes yes yes no no yes yes yes no no
Site admin via templates yes yes yes yes no yes yes yes yes yes yes yes yes no yes yes yes yes yes yes yes
Site admin via browser yes no no yes yes yes yes yes no yes yes yes yes no yes yes yes yes no yes yes
E-mail virus scan yes yes yes yes yes yes yes yes yes yes yes no yes no yes yes yes yes yes yes yes
Site design/development yes yes yes yes yes yes yes yes yes yes no yes yes no yes yes yes yes yes yes yes
Customer yes no no no yes yes yes yes no no no no yes N/A no yes no no no no no
Site promotion no no yes no no no yes yes no no no yes yes N/A no yes yes no no yes  
Search engine no no yes no yes no yes no no no no no no no no no yes no no no no
Personalization pricing/content no no yes no no no no no no no no no no no no no yes no yes no no
Purchase limits by product no no yes no no no yes yes no no no no no no no no yes no no no no
Credit card overuse check no yes yes no yes yes yes yes yes no yes no yes yes no yes yes yes yes no no
SAP yes yes yes yes yes yes yes yes yes no yes yes yes yes no yes yes yes yes yes yes
People-soft yes no yes no yes yes yes no yes no no no no yes no yes yes no yes no no
Oracle Financials no no yes no yes yes yes no yes no no yes no yes no yes yes no no yes yes
Order status provisioning yes yes yes yes yes yes yes yes yes no yes yes yes yes no yes yes yes yes no no
E-mail notice of shipment no yes yes no yes yes yes yes yes no no yes yes yes no yes yes no yes no no
Consumer/assoc. member tracking yes no yes no yes yes yes no no no no yes yes yes no yes yes no no no no
Frequent buyer support no yes yes no yes no yes no no no yes yes no N/A no yes yes no no yes no
E-mail alert notification yes no yes yes yes yes yes yes yes no yes yes yes yes no yes yes yes yes yes no
Consumer update registration change info yes yes yes yes yes yes yes yes yes yes yes no yes yes no yes yes yes no yes no
Digital goods fulfillment yes no no no no yes yes no no no no no no N/A no no yes no no no no
Physical goods fulfillment no no yes no yes no no no no no no no no no no no yes no no yes no
Purchase order yes no yes no no no yes no no no no no no no no no no no yes no no
Invoice yes no no no yes yes yes no no no no no yes N/A no yes yes yes no no yes
SET yes no yes yes yes yes yes no no no yes no yes yes no yes yes yes yes yes no
EDI yes no yes no yes yes yes yes no yes yes no yes yes no yes yes yes no no no
XML no no no no no yes no no no no no no no no no yes no yes no yes no
Subscription services no no no no yes yes yes no no no yes no no yes no yes yes yes no no no
Online tax calculation yes no yes yes yes yes yes yes yes yes yes no yes yes yes yes yes yes yes yes yes
Online bill presentment yes yes yes yes yes yes yes yes yes yes yes no yes yes yes yes yes yes yes yes yes
OBI yes no yes no yes yes yes yes yes yes yes no yes yes yes yes yes no yes no yes
Traffic routing by bill type yes no yes yes yes yes yes yes no no no no yes yes yes no yes no yes yes no
Traffic analysis no no yes no yes yes yes no yes no no no yes yes no yes yes no yes no no
Logfile analysis yes no no no yes yes yes no yes no no no yes yes no no yes no no no no
Online query yes yes yes yes yes yes yes no yes yes yes yes yes yes no yes yes yes yes yes yes
Backend data aggregation yes yes yes yes yes yes yes no yes no yes yes yes yes yes yes yes yes yes yes yes
Buyer purchase history yes yes yes yes yes yes yes yes yes no yes no yes yes yes yes yes yes yes yes yes
Flexible/inexpensive management of archived history no no no yes yes no no no no no no no no no no no no no no yes no
E-mail auto generation no yes yes yes yes yes yes yes no yes yes yes yes yes yes yes yes yes no yes yes
EDI gateway no no no yes yes yes yes no yes no yes no no yes no yes no no no no no
Unlimited mail forwarding no yes yes yes yes no yes yes yes no yes no yes yes no yes yes yes no yes no
Bidding support no no no no yes yes yes no no no no no yes no no yes yes no no no no
Video streaming yes no yes no no no no no no no no no no no no yes no yes no no no
Workflow engine yes no no no yes no yes no no no no no no yes yes yes no no no no no
Multilanguage support yes no yes no yes yes no no no no no yes yes no no yes yes no no no no
Multicurrency support yes no yes yes yes yes no no yes no no no no yes no yes yes yes yes no no
Fax server no no yes no no yes yes no no no no no no no no yes yes no no no no
Initial site design N/A N/A Starts at $500 $1,500- $2,000 N/A $ 3,000- $25,000 N/A $2,500 N/A $45/hr or $100-$500 total $12,500 N/A $5,000-$25,000 N/A $5,000-$10,000 $25/hr. $2,000 $40-$60/ hour,varies $12,500 $800 RM 1,900/4-pagesite, 1 yr. hosting
Server setup N/A 0 N/A $250 0 $99.95 0 0 $300 $10 $600 N/A 0 $65 $50 $250 $300 $0-$250 about $12.5K MS; $25K/mo BroadVision $50 RM30 a/c setup
Application usage fee N/A $0.05/MB for Web space N/A 0 0 0 N/A 0 N/A 0 0 N/A 1-time lic. fee QuickCommerce or Mailing List Mgr ($1,000), JAVA Slide Menu ($800), Mega Traffic ($99) 0 0 User Administration $100 0 Real Video/Audio ($5) 0 0 Banner Advertising RM 360 / annum / banner, Insurance Agent listing RM 250 / annum// set of pages
Fee per catalog entry N/A 0 N/A 0 N/A 0 N/A $14.95/100 0 N/A $125/100 N/A $3/item dir. from DB 0 0 $15/10 0 0 0 0 N/A
Monthly fee N/A 99 $195/shared , $2,500/dedicated $50-60 N/A 59.95 0 0 200 9 150 N/A 99 65 $20-$90 $25 for Hosting $100 minimum maintenace option $19.95-$39.95 $12,500/mo on MS; $25,000/mo. BroadVision 29.95 0, but update/maintenance is separate
Disk allocation fee N/A $39 for 25 MB , 5 cents/MB N/A $1.50 for 1 MB / month 0 0 0 0 0 $9 /mo/25MB; $3/5MB block 0 N/A included with hosting fees $1/MB one-time setup; 1st 50MB free $10 for 20 MB offer unlimited Web space 0 $5 /15 MB; vol. discounts 0 $1.25 /1 MB RM450 /10 MB; RM36/1MB
Fee per megabyte N/A 0 0 0 0 0 0 $25/1,000 MB 0 unlimited $.05 for 1 megabyte N/A included with hosting fees $65/9,000MB; first 9,000 free/mo 0 0 0 0 0 0 0
Other fees N/A SSL ($20/mo) RealAudio, RealVideo, ichat, Informix, CyberCash, WebChorus, etc 0 N/A 0 0 0 0 N/A N/A N/A N/A N/A N/A secure server ($50 setup, $25/mo) design, hosting, setup, maintenance N/A N/A N/A N/A






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