Company: Edge Business Solutions
Call No: E01987
Logged By: Sanjay (Link Technologies) on 30 Jun 2022 09:31AM
Priority: Low
Category: LinkSOFT
Group: Internal Task
Time Taken: 9.00
Assigned To: Sanjay (Link Technologies)
Circulation: Sanjay, Sitla Sharma
ETC: Friday, 08 July 2022 01:34 PM [754 days since logged date]
Status: Closed
Subject: Link Technologies - LinkSOFT AZURE Cloud Policy document review and finalise
Summary:    

Hi Sitla, based on emails and conversations, I have constructed the following document (at this link) as the guideline for Cloud customers' operations. 

Can you review it by Tuesday 5th of July so I can consider comments and finalise/publish it by the 8th of July?

Please place comments on the document itself and summarise concerns in this case.

The initial version of the document is pasted below for convenience. This document will evolve as we fine-tune and implement effeciencies.

*********************************************************************************************************************
Link Technologies - LinkSOFT AZURE Cloud

Author: Sanjay

Document Status: Version 1.0 - Work in progress

Timestamp: Created: 28/6/2022 Last Updated: 28/06/2022

1. Introduction

The purpose of this document is to outline LinkSOFT Cloud operational procedures and licencing

2. Operational Procedures

Below is a summary of operational procedures

2.1. How will this work:

  1. Clients that sign up with you for 12 months periods. The period-end should be the end of the month date 12 months from the implementation start date. E.g. If the implementation starts on the 9th of March 2021, the first subscription should end on the 30th of March 2022.

  2. Each client will have the "/Linkweb/" part of the URL replaced with their company name and given Admin access to their own database instance

  3. Customers will have full administrative control of their site

  4. Each customer will have their own database except for customers choosing to be part of the Bureau service

  5. Customers can create multiple companies within their cloud environment

  6. If the client decides to exit, we will give them their data and all relevant backups and continue the annual subscription charges.

2.2. Costing:

  1. On the Price Quote system in LinkSOFT, there is an option for  "Option 2: Annual Subscription". This price is to be used for the Cloud option on the initial implementation

  2. Licence extensions will automatically calculate based on the Subscription amount

  3. Additional licence cost will be based on the standard price list and it will be priced the same as On-Premise. 

    1. The licence portal will be upgraded in the next 12 months to handle subscription prices so clients can increase and decrease licences accordingly. Until then, the Licence cannot be decreased and prices are based on the current licence setup.

2.3. What is included:

  1. Initial Hosting setup fee

  2. All software licences including Windows and SQL licences

  3. Daily backups for 5 years

  4. SSL certificate on the URL

  5. 99.995 Guaranteed uptime (MS Azure VM - Refer to PDS)

  6. Free Server hosting for the first 10 customers

2.4. What is not included:

  1. Implementation - including user training, setup etc. This will be managed and cost separately

  2. Special work requests - like additional backups, or assistance with operating the system, such as creating users, allocating security etc. This will be costed on an hourly block. Create a case and discuss with Sanjay on estimated hours. Try and group tasks together so the client does not have to pay for min hours.

  3. Customisations - Cost on an hourly basis.


*** End of Document ***

Audit Notes:
05 Jul 202201:05PM Comment 1 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 06-07-2022 11:42 AM Notes: Edited by sanjay on 06/07/22 11:43. 
*** Skype reminder ***
Sanjay 1:04 PM
Hi Sitla, I just did, please send requests at least a day ahead. I'll propose a new time for Thursday. in the meantime, please update case E01987


06 Jul 202211:47AM Comment 2 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 06-07-2022 11:43 AM Time Taken: 8.00

No response from Edge as of 11:45 am AEST. I will review this document and release hosting updates version 1.0 this Friday.

Further review will be done in August 2022 for which a new case will be created.


06 Jul 202202:14PM Comment 3 by Sitla Sharma (Edge Business Solutions) Assigned To: Sanjay (Link Technologies) Followup Date: 08-07-2022 01:34 PM Notes: ETC extended from: 08/07/2022 to 08/07/2022

Hi Sanjay,

I have had a discussion with my team on this and below are the point we need to discuss and agree on:

  1. Existing Customers - Understanding on pricing structure during the time of purchase is purely on Annual subscription (Option 2) based and that was the reason they came on board, as this was cheaper.
    1. Changing this will make us all look very bad and some might just turn away. Cloud is the in thing now and we should have a proper cloud pricing on subs basis.
    2. I have had discussion with customers on extra licence for on Prem price. This will become a problem as the key reason for client to come on board is the price itself.
    3. We should have the separate price structure.
  2. Onboarding customers - I can agree on the proposed structure for way forward however, the following needs more thoroughly discussions.
    1. How will the Edge Bureau service handled?, given that small clients are coming on board and DB is hosted in one using the multi company structure.
    2. Support for Cloud hosting, we are facing issues due to time difference. This causes delay in simple support issues.
    3. Edge requires access to server and Database for any change request from client. Jacks is classic example on how we are struggling with certain support where we have to send meeting invite one day prior for discussions and action. Certain things can be just done by Edge Team itself.
Look forward for a meeting time please.

Sitla.



07 Jul 202210:39AM Comment 4 by Sanjay (Link Technologies) Assigned To: Sanjay (Link Technologies) Followup Date: 07-07-2022 10:36 AM Time Taken: 1.00

Morning Sitla, I had given you 6 days to attend to this document after which the case was closed yesterday. Instructions were given on the case header as to how we would approach this review.

We cannot leave these discussions open indefinitely so please respond promptly when cases are assigned.

For concerns raised, you will need to create a separate case and request a meeting so we can attend to them.

Please do not re-open this case as the first draft was finalised yesterday. 


If you have any queries regarding this support incident, please call our support on +679 9237454 or email support@edgebizsolutions.com and include the Call No: E01987 in the subject line of all emails regarding this issue.

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