Can i extend the trial period and have these infomation also

[squallpang]

I am currently testing supporttrio and hosting it in my own server .i am interested in the following question:
1. Can i extend the trial period , as i need to have my current user try and see the overall layout , and i have many feature not know how to set yet (Our company currently using supporttrio and want to see if those function/work flow are similar in supporttrio)
2. I want to know the max. capability of supportsuite ,i.e. how much email can be stored?(We currently keeping 10xxxx email in half year and handle 500 email every days) . Will the system become very slwo once the total email reach a certain limit?
3. How many users can online working concurrently?
4. can u provided me with a large sample database so that i can test the performance when the email size is large?
5. Can i modifly some code after i purchase the owned license?
6. Can i just purchase esupport module at first and upgrade to suppotsuite at a later time? what is the cost?

[Jamie Edwards]

Hi Squallpang,

1. Can i extend the trial period , as i need to have my current user try and see the overall layout , and i have many feature not know how to set yet (Our company currently using supporttrio and want to see if those function/work flow are similar in supporttrio)

If you wish to arrange a trial extension, please update your ticket in the Sales department requesting this.

2. I want to know the max. capability of supportsuite ,i.e. how much email can be stored?(We currently keeping 10xxxx email in half year and handle 500 email every days) . Will the system become very slwo once the total email reach a certain limit?

Theoreticaly the software is only limited by the hardware you host it on (the capacity of your server). If your server is powerful enough (particularly your database server) then you will not run into any problems.

3. How many users can online working concurrently?

Again, there is no tested limit but I am aware of desks who have more than 40 staff users connected at the same time. This depends on your server, too. The Kayako desk supports about 12 concurrently connected staff users. For example, a shared hosting environment would not be able to cope with this but a dedicated server would.

4. can u provided me with a large sample database so that i can test the performance when the email size is large?

I am afraid we do not have this, but the idea is a good one and something we will look to make available (a large database of test data).

5. Can i modifly some code after i purchase the owned license?

With the Owned license you can modify 98% of the source code (only 2% is encrypted) and all of the template related code.

6. Can i just purchase esupport module at first and upgrade to suppotsuite at a later time? what is the cost?

Yes you can - upgrading from eSupport to SupportSuite is very simple. The cost here will simply be the difference between eSupport and SupportSuite and nothing more.

I hope I answered your questions fully!

[craigbrass]

To add to that, I can see you obviously running a larger helpdesk. Having the database on one high powered server and the files on another is an option which would give you a very large amount of capacity for growth.

[squallpang]

Thx for your answer
The most serious thing i concern is the speed , since my current running system is too slow and not capable for our company's need.
I am running a dedicated Server with Xeon 2.6Ghz with 2Gb ram, can you give me some idea? since the speed problem is my most concern

[craigbrass]

Single Xeon or dual?

[squallpang]

may be can you give me some reference of hardware and the number of email/user can handle?e.g what hardware spec your company currently using? how much helpdesk online together ?how much email handle daily?

[squallpang]

single xeon

[craigbrass]

I'd upgrade that to a dual xeon and maybe consider doubling the RAM.

[squallpang]

I just confirmed that my server is running on dual Xeon ^^ not Single

Also, in fact our company is planning to buy a new server for handleing the ticket issue, but still i also want to know .
1. Can i use some load balancing technics to share load betweens servers ? Since my company get some load balancer installed already. Do i need extra license for doing this ?
2. "Having the database on one high powered server and the files on another is an option which would give you a very large amount of capacity for growth." File here mean those attachment? can tell me more details?


Thank

[Jamie Edwards]

1. Can i use some load balancing technics to share load betweens servers ? Since my company get some load balancer installed already. Do i need extra license for doing this ?

This depends entirely on the kind of load balancing you are going to aim for.

There are two general kinds of load balancing methods:

1) Using MySQL replication
2) Using different web servers listening on different ports

For both kinds, an additional domain is not required in both cases because the DNS information for the servers will be shared and controlled by one master DNS server.

[craigbrass]

I'd go for two high powered servers. One for the database and one for the php files. Make sure the database server just has the bare minimum on (ie just OS and MySQL) to ensure it runs fast.

[Jamie Edwards]

I think that Craig may be overstating the requirements for two dedicated servers. For the volume of incoming e-mail (500+ a day) and 20 staff users logged in at the same time (for example, on the Live Chat application) one dedicated server would be enough - preferably one server with more than one core.

I have also confirmed this with one of our Unix specialists, who agrees one dedicated server should be more than enough here (with 2GB RAM, and more never hurt anything - the more RAM thrown at a database the faster it will run).

[craigbrass]

Well he said his current server is dual xeon with 2gb and this is running slowly he also said. I said about upping that to 4gb earlier but further than that, two servers would be the way forward is what I was meaning.