Product Philosophy

Why is there no free version of R2 Docuo?

‘Freemium’ is an online software business model that provides free usage of a ‘Software-as-a Service’ (SaaS) product. This is often restricted to small scale use and does not include premium features. Use without a paid subscription may be funded by advertising and marketing which is targeted at free software users.

There is no free version of R2 Docuo because we do not use your personal information, data or the content of files that you store in R2 Docuo to generate income. There is no advertising, (directly or indirectly through 3rd parties). We do not profile you, or segment you based on analysis of your activity. We don’t collect it so we simply cannot share such information with other private or public organizations.

We have been developing management software for more than 15 years and we only generate revenue from licensing our software. We are specialized in the professional sector and consider the privacy and security of our customer’s information our first goal.

We also think that to get the real benefit of R2 Docuo, you need access to all of its functionality. That’s why we let you try R2 Docuo for 30 days with all its features.


I have a Mac. Can I use R2 Docuo?

The R2 Docuo web portal is compatible with major browsers on any suitably equipped internet connected desktop, laptop, tablet or smartphone. Most basic R2 Docuo features are accessible from Mac OSX, so, for day-to-day use by most users, you can use your Mac computer.

You can upload, download and replace your files, edit documents metadata or forward through the document workflows.

However, when using R2 Docuo in your organization, we recommend that at least one member of your team is nominated as the R2 Docuo administrator. The administrator should use the desktop application for Windows. This is because there are several important features that are only available in the R2 desktop application for Windows.

Specifically, administrative tasks such as creating and managing users, permission settings, workflow design, settings and general preferences and automatic file editing (working with your files in the cloud as if they were on your computer, transparently) are accessible only from the desktop application for Windows.


The Basics

How can I get support?

If you think something is not working as it should or need help, you can create a support ticket.

Only the R2 Docuo service holder can request support. If you are a user of R2 Docuo other than the service holder, please contact the owner of your repository (usually the person who gave you your credentials).

If you are the R2 Docuo service holder, log in to this website.

When you sign in you will see the “My Account” page where you can configure the service.

On this page you can find the ‘Support’ section where you can create new tickets and check the status of current ones.

You can also consult the R2 Docuo online documentation or video tutorials to learn more about any feature.


How do I upload files to R2 Docuo?

  • First, download and install the R2 Docuo desktop application.
  • Use the name of your R2 Docuo repository, your login and password to sign in.
  • Then select the folder where you want to upload files.
  • Simply drag files from your desktop to R2 Docuo or click the ‘Upload files…’ button in the button bar.
  • You can also use the R2 Docuo web portal to upload files.

What is an R2 Docuo repository?

An R2 Docuo repository is an independent file container and it is identified by its unique name, the repository id. In order to log in R2 Docuo you always need the repository name, username and password. You can create several repositories for your organization.


How much space is left in my R2 Docuo repository?

You can check the available space on all your repositories when you are signed in by going to ‘My Account’ in the R2 Docuo website (this site). An R2 Docuo administrator can also check the available space of a repository using the configuration window of R2 Docuo desktop application.


What is the R2 Docuo desktop application?

The R2 Docuo desktop application is an app running on Microsoft Windows® operating systems that allows users and administrators to use and configure R2 Docuo.

Although for many tasks you can use the R2 Docuo web portal, using the desktop application lets you the complete functionality and have a richer user experience. This includes ‘editing on demand’ that allows you to work with your files in the cloud as if they were on your computer.

You need to access R2 Docuo with the desktop application to create users, set permissions, define workflows and perform other configuration tasks.

You will need to access R2 Docuo with the desktop application to create users, set permissions, define workflows and other configuration tasks.


What is the R2 Docuo web portal?

The R2 Docuo web portal allows users to log into R2 Docuo repositories using a web browser. From the web portal the user can perform R2 Docuo basic tasks, such as file upload, download, metadata editing or triggering workflow events.

You can create a link from your organization’s website to the R2 Docuo web portal, providing rapid access for your users and collaborators.

The appearance of the R2 Docuo web portal can be customized with your corporate logo, colourway and a graphic/image to make it consistent with the identity of your organization. You can perform this customization from the ‘My Account’ section of the R2 Docuo website (this site).

However, for advanced user and admin tasks, the R2 Docuo desktop application is recommended.


Pricing & License

How much does R2 Docuo cost?

R2 Docuo is a ‘Software-as-a Service’ (SaaS) product that is provided under a subscription agreement. Each R2 Docuo repository requires payment of a monthly fee is paid and the value is calculated based on:

  • Number of user accounts – at least one (the admin)
  • Cloud storage capacity – at least 10 GB
  • Monthly download limit – default 100 GB/month, upgrade if necessary

You can calculate your R2 Docuo fee using the tool on the pricing page.


What is the difference between a user account and a collaborator account?

User accounts allow you to use all R2 Docuo features. Collaborator accounts are restricted to basic file sharing features (upload, download, edit and replace) but are free, and with a maximum number of up to 9,999 are unlimited in practical terms. You can create and delete collaborator self-service and on demand.

The rule of thumb is that internal employees in your business or organization need an R2 Docuo user account and external people like customers or delivery partners have enough functionality with a collaborator account.

If some of your employees only need R2 Docuo basic file sharing features, you can just create collaborator accounts for them.

  • Security and permissions are set up for both user and collaborator accounts
  • Administration rights are only given to user accounts
  • The minimum number of user accounts is one (your account)

On the pricing page you can find a feature list.


Are collaborators allowed to use the R2 Docuo desktop application?

Yes. They just have to download and install it from the download page. Open the app and log in by entering repository name, username and password .

When you use the R2 Docuo desktop application with a collaborator account, just basic file sharing features are enabled (upload, download, edit and replace).

It provides a richer user experience including ‘editing on demand’ that allows you to work with your files in the cloud as if they were on your computer.


What is the monthly upload limit?

Files are uploaded – moved from your computer to the cloud – when you load them for the first time or whenever you change them.

There is no limit on file uploading. You can upload files to R2 Docuo as many times as necessary.


What is the monthly download limit?

When you work with R2 Docuo, files are downloaded – moved from the cloud to your computer – when downloading or editing.

Download traffic has a limit of 100 GB per month/per repository. This limit is adequate for intensive usage, where many users are working with normal business documents and files.

However, there are some cases where it may be necessary to increase the limit. For example, when you upload large files that are downloaded by a large number of users or collaborators.

If this is your case you can extend the monthly download limit in your repository configuration. Increasing your monthly download limit increases your monthly fee.

Go to ‘My Account’ in the R2 Docuo website (this site) to check the download usage for the current month in real time. You get an e-mail alert when you reach 80% of your monthly download limit. You can pro-actively manage downloading, by increasing the limit or blocking downloads for your repository.


Will a 100 GB/month download limit be enough for me?

For most use cases 100 GB/month is adequate. However, it depends on file sizes and the profile of your users and collaborators. Here are some typical statistics:

As you can see, for typical business use, even with relatively large MS Office suite documents including PowerPoint presentations, documents and PDFs you are unlikely to exceed the 100GB limit.

The monthly download limit should only be an issue if you have a large number of heavy users or expect intensive download activity. If you are working with large raw image data or video you may need extend your monthly download limit for that repository.


Security

How secure is R2 Docuo?

All information entered in R2 Docuo is encrypted when being transferred and for storage. R2 Docuo uses up to date encryption techniques, including SSL and AES-256.

Our employees are prohibited from accessing the contents of files stored in R2 Docuo. Employees access technical data related to the files when they have a good reason to do so, such as when providing support.

To meet compliance with international laws, a small number of employees have full access to files for the reasons stated in the service terms and conditions when legally required. This is the exception and not the rule. Some automated processes such as content replacement also decrypt files temporarily, but this is an automatic process with no human intervention.

Our infrastructure is regularly audited to detect vulnerabilities and protect us against attack. R2 Docuo is designed with multiple layers of protection including connection origin limit, intrusion detection and redundant infrastructure.

When the R2 Docuo API is used to achieve low-level integration with other systems, calls to the API are validated using the OAuth 2.0 protocol. This avoids explicit password communication. To ensure connectivity to a third party application to your R2 Docuo repository using the API, you need to explicitly authorize the application with an administrator account. The same administrator may revoke that access at any time from the user interface.


Where is my data physically stored?

R2 Docuo servers are located in different data centers across the European Union.


What backup policy do you use?

The main purpose of our backup policy is to ensure service continuity and prevent any loss of data currently stored in R2 Docuo. Our IT team continually seeks ways to improve our infrastructure and increase data security with our backup processes.

Our internal storage policy may be subject to change according to our objectives and alterations to our infrastructure.

Our normal configuration stores the following backups for each R2 Docuo repository:

  • Daily incremental backup (saving the last six days)
  • Full weekly backup (saving the last four weeks)
  • Full monthly backup (saving the last five months)
  • Full yearly backup (saving the last year)

Please note that this policy may change at our discretion and we don’t notify changes to our customers.


“I want to recover that document I deleted 4 months ago from the trash…”

Our backups have disaster recovery as their main purpose:  always have the latest data or as close to the latest data available in case of a disaster. However, in an emergency, you can request a selective data recovery evaluation using a support ticket. Please, bear in mind that (1) this service is not included in the R2 Docuo mothly fee and therefore will have a additional cost and (2) recovering the information you request will not always be possible.


What systems do you use for information protection and monitoring?

R2 Docuo uses systems for information protection and monitoring, including multiple hardware and software components, as well as physical security features at our Data Processing Centers (DPC).

These include: intrusion detection systems; firewalls; antivirus; anti-spyware; redundant DDOS attack prevention topology; multiple locations of information; physical access security (24h surveillance); biometric access control systems; temperature control; uninterruptible power supply (UPS) systems; and all security measures according to telecommunications infrastructure standards for Data Processing Centers.


What happens to my files and data when I delete my account?

For legal reasons, the data is retained for 30 days after cancellation of your subscription or deletion of the main user account. During this time, a user can request to recover his or her account with the information it contains.

At the end of that period, all data stored in R2 Docuo is completely deleted.


How do I change my password?

As the administrator to change your password, go to the ‘My account’ section of the R2 Docuo website (this site), where you can find the option under the ‘User profile’ subsection.

Users and collaborators use the ‘Change password’ option under the Tools menu from the R2 Docuo web portal or the R2 Docuo desktop application.

The administrator can set a password policy for an R2 Docuo repository to set security settings, such as forcing password changes periodically, as required by best practice. To configure this, use the ‘Configuration’ option from the tool menu of the R2 Docuo desktop app.


I forgot my password, how can I recover it?

To recover passwords for administrator accounts and user or collaborator accounts, from the R2 Docuo website (this site), use the password recovery links in the login screens and follow the instructions shown there.

Our employees do not know your password and never request it by telephone or in writing.

If you receive any communication that appears to be from R2 Docuo or claims to be acting on our behalf in which you are asked your login credentials, please ignore it.


Does R2 Docuo support Active Directory integration?

Yes. R2 Docuo supports integration with Active Directory using a technology called ADFS + SAML token.

When this integration is enabled, R2 Docuo users and collaborators login to R2 Docuo using their existing credentials (username and password) in their Microsoft Windows Domain (Single Sign On).

In order to use this feature, your organization must have an ADFS server that allows SAML token creation and authentication. If you wish to obtain technical documentation and additional information on how to activate this integration, please create a support ticket and request it.


Payments & Invoicing

Do you store my credit card information?

When you subscribe to R2 Docuo you enter credit card data. We use it for initial payment and monthly renewal of the service unless you cancel your subscription.

R2 Docuo does not directly store your credit card data. Credit card information is stored for us by the company INGENICO PAYMENT SERVICES through a dedicated e-commerce gateway. Your credit card data never hits our servers or databases.

We reference your card, not your card data. This enables us to charge your credit card without knowing its details for as long as your R2 Docuo subscription is active. When you cancel your R2 Docuo subscription, both card details (INGENICO) and our stored reference (R2 Docuo) are completely deleted.

In this way we offer you a seamless payment experience while meeting the highest security standards set by the payment card industry (PCI), provided by a company specializing in online payments.


How can I pay through SEPA direct debit?

If your organization is in the European Union within the Single Euro Payments Area (SEPA), you can renew your monthly R2 Docuo subscription using SEPA B2B Direct Debit.

The first payment of your subscription (once the trial period is over or when you subscribe directly without a trial) must be paid with a credit or debit card. Once your subscription is active, you access the ‘My account’ section of the R2 Docuo website (this site) under the ‘User profile’ subsection. There you can follow instructions to enable the SEPA payment method and start the process of sending us the SEPA Mandate.

Once the set up process is finished, all future charges will be performed using this payment method.


Can I get a VAT invoice for my subscription to R2 Docuo?

Inside ‘My account’ section of the R2 Docuo website (this site) you can find the payment history and a link to download an invoice for each payment in PDF format.

In the ‘User profile’ section you enter your invoicing data in order to be invoiced according to your country and organization type (business or individual).

If your company or organization is registered as an Intracommunity Operator in the European Union, you can validate your invoicing data to get the right VAT rate.


How can I change or cancel my subscription?

Most subscription parameters of an R2 Docuo repository can be changed in the ‘My Account’ section of the R2 Docuo website (this site). You can get additional users, more space or increase the monthly download limit.

This will raise your monthly fee. For the month in which the increase is made, the increased fee is based on the proportion of the month remaining. The new monthly charge applies in full for each month that follows.

You can also reduce user numbers and space requirements (down to the default of 100GB) for any repository. In this case your monthly fee will be updated for the next month.

From the ‘My account’ section you can cancel your subscription at any time. If you do so, your access to the system will continue operating until the last day of the current month. At that time your account will be deactivated. 30 days later your data is completely deleted. In any case, no charges will be made in your account after you’ve cancelled your subscription.


How do I delete my account?

You can delete your account from the subsection ‘User Profile’ under the section ‘My Account’ on the R2 Docuo website (this site).

In order to successfully delete your account, all your R2 Docuo active subscriptions must be cancelled first (see previous question).

Your account data will be kept until 30 days after account deletion, at that time it is completely deleted. Please note we retain tax and billing information. We must store these for legal reasons.


Take the free trial

Use it yourself free for 30 days (no credit card needed)

Free Trial