Question

Answer

Do you have a brochure/presentation available?

Yes, we absolutely do! Follow this link to download the PDF.

How does Mouseflow work?

Mouseflow functions by inserting a single JavaScript line of code onto your website. This script (which is around 65 KB) sends small periodic and highly compressed data packages (around 2 KB) from the client to the Mouseflow platform while a visitor session is active.


Data from the whole user experience is recorded, not just a snapshot of the session. This includes all user interaction, but also changes to the HTML document that occurs throughout the visitor journey.


This means you can record session based pages, like shopping carts, checkout pages and similar. You can also record pages behind a login without any problems.

Does Mouseflow affect the browsing experience?

Mouseflow does not affect a user's browsing experience.


First time users download a JavaScript file of about 64 KB (zipped). Once the page is fully loaded, a HTML snapshot is zipped and sent to our platform. After that, small data packets of 2 KB is sent from the browser to Mouseflow every 5-10 seconds, depending on visitor behavior.


The Mouseflow JavaScript file is loaded asynchronously from our CDN:

cdn.mouseflow.com

The JavaScript file is loaded without blocking the browser thread, as opposed to plain


Mouseflow loads asynchronously and doesn't count towards your total page load time.

Can Mouseflow record HTTPS/SSL?Mouseflow can record pages that use HTTPS/SSL without any problems. This feature is available for all plans and you don't have to make any changes. It's available by default.
What impact will Mouseflow have on my servers?Your web servers won’t be affected at all. All communication is sent directly from the browser to our platform. 
How about security? Is my data safe?

Mouseflow takes security very seriously. We only use the most trusted and secure data centers for our platform. Access is restricted to a few select employees and data from SSL-encrypted pages are only transmitted across encrypted SSL connections.


US/EU Datacenters

Your data is isolated in either our European (Amsterdam) or United States (Virginia) datacenter, based on where you sign up. We never transmit or store data outside of the European Union or United States, respectively.


Sensitive Data

If you collect sensitive data, you need to (a) exclude keystroke tracking for certain input fields, (b) disable keystroke for all input fields, or (c) exclude/replace content shown in the page source itself.

By default, Mouseflow excludes all password and credit card number fields automatically.


IP Addresses

If your local legislation requires it, you can choose to anonymize IP addresses of your visitors. Read more about that feature here.


More Information

Read more on our dedicated Security Page.

Mouseflow is also fully GDPR compliant. You can read more on our GDPR page.

What browsers and operating systems do you support?

Mouseflow supports IE 8+, Firefox 3+, Chrome 3+, Safari 4+, Opera 9+, and many more. For the best service, we recommend that you keep your browser updated to the latest version.


Mouseflow is compatible on all desktop platforms (Windows, Mac, Linux) and their corresponding mobile environments including, but not limited to: Android, Symbian, iPhone OS and Windows Mobile.

Can I install Mouseflow on my localhost?

Mouseflow requires access your site in order to play back your visitor sessions and display heatmaps. Mouseflow will not function properly if your website is only accessible on your localhost. In order to use our service, you need to host your website on a publicly accessible domain.


If you have a website that you want to test before pushing it live, a common method is to host the website on a subdomain (e.g. staging.yoursite.com) or to use a dynamic DNS service to get a temporary domain to test your site.


It's also possible to set up a tunnel to your localhost, using services such as ngrok, Burrow.io or Localtunnel.

Does Mouseflow work with members-only pages, shopping carts, and checkout pages?Yes, Mouseflow is able to track these types of pages. This feature is enabled by default, so you don't have to make any changes to record these types of pages. 
Can I delete all recordings and data

Yes, simply follow the steps below:

  1. Sign in to your account.
  2. Select the website you're interested in working on.
  3. Click the "Settings" tab on the left hand side.
  4. Click "Delete this Site". This effectively removes all recordings and analytical data.
  5. Select the drop down menu next to the "Help" tab and click "Add a Site".
  6. Enter the website details for the new site and proceed through the wizard.

Can Mouseflow track dynamic pages with JavaScript and AJAX calls?

Mouseflow supports highly dynamic websites, including single-page applications, built on modern frameworks (such as React, Angular and Ember).


Our script listens to changes to the web page itself and apply this dynamically during playback.

Do you offer any SLA or uptime guarantees?

We don't offer Service Level Agreements (SLA) on our regular plans. However, Mouseflow has partnered with a content delivery network (CDN) service that promises 24/7 uptime on the recording scripts, even if we experience downtime in our data center.


If you're seeking a customer enterprise plan (with more than 100K recordings per month) or require an SLA, we'd be happy to work with you.

What happens to my website if you have downtime?

Our recording services are installed on thousands of websites and Mouseflow takes measures to ensure that these websites are working perfectly, even if there are service disruptions or downtime. Here's just a few of the extensive measures we take:

  1. The tracking code is asynchronously loading an external recording script, meaning that any downtime on the recording script has minimal impact on browsing your website.
  2. We serve our recording scripts from a CDN with over 50 points-of-presence that claims 100% uptime.
  3. All data sent to our recording platform is sent asynchronously with AJAX and tracking pixels, so any downtime won't be noticed.
  4. We have data centers in EU and US locations to ensure minimal network latency. Our recording platform is highly distributed and works with message queues that ensure high availability and near-zero delays even at high loads.