Pipeline eXchange Secure File Transfer
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Pipeline eXchange™ FAQ

General Questions
Logging In
Sending Files
Receiving Files
Downloading Files
Users and Groups

What can I do with Pipeline eXchange?
  • Send, receive and share large files securely
  • Files can be of any type including, spreadsheets, pictures, scans, Microsoft® PowerPoint presentations, databases, and media files.
Why not just use email?
  • Email imposes file size limits. All email servers have a set size limit (policy) for attachments that can be processed, and this is especially problematic when the party is a supplier or customer trying sending you a business critical file.
  • Email attachments are not secure and are vulnerable to computer hackers
What do I need to use Pipeline eXchange?
  • A web browser (such as Internet Explorer or Firefox) and an email address. There is no software to install and no hardware to purchase or manage.
Why not use FTP?
  • FTP (File Transfer Protocol) is inflexible and administration intensive. They require a system administrator to install and maintain each company-to-company relationship and individual user passwords. Unlike Pipeline eXchange, FTP does not automatically notify recipients, provide status tracking, generate download alerts, or automate the transfer process. Compared with Pipeline eXchange, FTP is a cumbersome and inflexible solution for exchanging files with multiple outside parties.
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Can I use Pipeline eXchange in place of my overnight courier service (FedEx or Priority Mail, for example)?
  • Yes. Documents sent via Pipeline eXchange are assigned a "Transfer ID", which is equivalent to a tracking number. Pipeline eXchange creates an audit log for each transfer, providing the same accountability in transit as your overnight courier service, plus a complete history for inside tracking.
What kind of files does Pipeline eXchange support?
  • Pipeline eXchange can send and receive files of up to 2 GB and of any file type to anyone with an email address.
Do receivers of files I send have to sign up for Pipeline eXchange?
  • No. You can send a file to anyone with an email address. The recipient will be able to receive the file without being required to sign up for an account.
How does Pipeline eXchange provide security for my files?
  • Pipeline eXchange uses a multi-layered security model that combines 256 bit secure sockets layer (SSL) encryption, challenge-response questions, and user credentials. The system resides in a professionally managed SAS70 Type-II compliant data center, monitored 24 hours per day, 365 days per year.

    The service implements several layers of security to ensure confidentiality during the file transfer process. Each layer of protection reinforces other layers to create a comprehensive security net that protects data, authenticates users, enforces granular access to information, and automatically produces a detailed audit trail of changes in file custody.

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Logging In

What is my user ID?
  • Your user ID is your email address.
What if I forget my password?
  • If you forget your password, you can reset it by going to the login page and selecting the "Forgot you Password" link located just below the password input box. You will be asked for your email and then you can reset your password.
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Sending Files

How do I send a file?
  • You fill out a web form with the email address of the receiver and upload the files you want to send. You can send files stored in the Pipeline eXchange document repository, your local or network drive, or a combination of these.
How long will it take to send my files?
  • The files are first uploaded to the Pipeline eXchange server. How long this takes depends on the speed of your Internet connection. Once Pipeline eXchange receives the files, they immediately become available for your recipients to download. Pipeline eXchange servers are connected to the Internet with several redundant high-speed links for maximum performance.
How long will a transfer be available for download?
  • Files are automatically deleted after they have been successfully delivered or after a delivery deadline date that you specify when creating the transfer. When creating a transfer, you have the option of retaining the files after delivery (or transfer expiration).
Can I send more than one file at a time?
  • Yes. You can easily add as many files as you like to a single transfer. Pipeline eXchange tracks and audits the transaction for each file.
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Can I send one message to multiple recipients so that each of them receives a copy of the attached file(s)?
  • Yes. You can easily send the same transfer to as many recipients as you like by simply adding the email addresses. Pipeline eXchange separately tracks and audits the transaction for each recipient.
Can I recall a file transfer after is has been sent?
  • Yes. You can cancel a transfer before it has been downloaded by all recipients.
How large of a file can I send?
  • Due to browser limitation, file size up to 2 gigabytes is currently supported.
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Receiving Files
How do I receive a file?
  • When a file is sent to you, Pipeline eXchange notifies you via an email message. Inside the email message is a link to a secure download page where you download your file(s).
Downloading Files
How do I save a file instead of launching it?
  • Sometimes your browser will launch the file instead of asking you to save the file when you click the download link. If this happens, you can force the browser to save the file by right-clicking the download link and choosing "Save Link" or "Save Link Target As" from the pop-up menu.
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Users and Groups
How do I add a user to my account?
  • To add a user, you go the settings tab (look for the wrench icon) and there you will see a list of administrative options. You can select the user tab and from there you can add a user or edit an existing users.
How do I add a group?
  • To add a group, you go the settings tab (look for the wrench icon) and there you will see a list of administrative options. You can select the group tab and from there you can add a group or edit an existing group.

Frequently Asked Questions About Pricing

Is there a free trial?
  • Yes, risk free 7 day trials are available for all accounts. It only takes a minute to sign up. The accounts will automatically expire with no further obligation
Who are considered users?
  • Users have login accounts. Recipients of documents who do not have login privileges are not considered users.
How do I buy?
  • We accept credit cards and purchase orders if needed. Activate your free trial and you will receive an email providing you with contact information to arrange for purchasing your plan. For Enterprise services or for alternate service plans, please contact us to open an account.
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How will I be billed?
  • Customers who prefer credit cards will be billed monthly in advance. Customers who make arrangements for purchase orders can arrange for monthly, quarterly, or annual billing. All subscriptions will be billed in advance.
Can I upgrade my service plan?
  • Yes, you can upgrade (or downgrade) your service plan at any time.
What if I decide to cancel?
  • You can cancel your subscription at any time. You will not be billed after that date. However, we cannot offer refunds (partial or full) after you have been charged for a new subscription cycle.
What is acceptable usage?

Pipeline eXchange can only be used for lawful purposes.

Pipeline eXchange does not allow:

  • Anonymous/shared accounts
  • Software pirating
  • Music pirating
  • Movie or DVD pirating
  • Child pornography
  • Storing any copyrighted information to which the customer does not hold the copyright or the license to the information
  • Any type of free mass distribution
  • Sending of unsolicited e-mail (spam)
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Easy to Use
  • Requires only a browser
  • No software to install
  • No hardware to manage
  • Minimal user support required
  • Layered encryption and access control
  • SAS 70 Type II certified data center
  • User access audit log
Enterprise Features
  • User and Groups administration
  • ERP, CRM, SCM connectors
  • Full service customization
  • 99.9% uptime guarantee
  • 24x365 monitoring
  • World-class infrastructure
  • Monthly subscription
  • Usage-based billing options