Company: Link Business Solutions
Case No: T13953
Logged By: Sanjay (Link Technologies) on behalf of On the Go Limited (Tappoo Building) on 14 Feb 2022 01:35PM
Priority: High
Product: LinkSOFT
Group: Support
Time Taken (hrs): 7.00
Assigned To: Vineet (Link Business Solutions)
Circulation: On the Go Limited, Sanjay, Sanjeet, Vineet
Resolve By: Tuesday, 15 February 2022 12:00 AM [793 days since logged date]
Status: Closed
Subject: Connectivity issues with OTGL Installed DOS Sites

Edward from Mobil is saying that almost all the DOS sites are getting a CONNECTION Failure intermittently and this is causing distrust with the linksoft system.

He also confirmed that this issue is not on the OTGL sites.

Figure 1 - Error messages from DOS Sites

Audit Notes:
14 Feb 202201:42PM Comment 1 by Sanjay (Link Technologies) Assigned To: Vineet (Link Business Solutions) Followup Date: 14-02-2022 01:35 PM Time Taken (hrs): 4.00

Hi Vineet, can you address this urgently please?.

We had discussed this in detail and clients are connecting installations of POS via the WEB into their Database server. LinkSOFT is not designed to be installed like this and is why they are having this issue.

They need to install and configure LinkSOFT properly - please implement this change.

Nikhil and Prageeth are aware of this issue and I believe this has not been addressed which is why we are getting complaints from customers.

I have pasted the Email Communications here for you to pursue:

4*** Email from Vineet to OTGL on the 10 the of December 2021***

Hi Nikhil/Prageeth

Sanjay and I have reviewed the proposed architecture and noted that the connection from the POS terminal to the Database server is still going via the internet. This architecture is not supported and is non-compliant with the Linksoft EULA.

Below is a summary of current and proposed options.

Part A Current Setup Option
As advised previously a client-server application requires the client to connect to the DB via the LAN. This means that each DOS site needs to be configured as follows:
  1. A single machine at each DOS Site which contains a local database and the POS Client
  2. This machine will be configured as a branch terminal connecting to HQ.
  3. License required 1 x POS, 1 x SYS, 1 x Replication(API) for each DOS.
Part B Proposed Design v13
An alternative for DOS Site processing is to add a web form to allow DOS Sites to process transactions. We can build this as a new feature in v13. The steps would be as follows:
  1. Add a web form that allows users to scan the card, choose a product, add quantity, enter a pin, enter mileage and save.
  2. This web form will check credit limit and mileage (Similar to POS entry) then save. (IF VMS is enabled, the document will be signed.
  3. This will require no hardware. However, it will require 1 SYS license for HQ and 1 POS License for each DOS Site.
  4. The current change request for DOS Sites is sufficient to cover this change.

We stipulate that when architecting a solution relating to Linksoft, we discuss the architecture with us so that you get the best results and user experience. 

In response to your statement that you may leave Linksoft, please be assured that we will assist with the transition as smoothly as possible should you choose to change systems.

Do note that It is our strong opinion that all clients using Linksoft App architect their solutions correctly and comply with EULA. It would be difficult to provide support assistance to customers not following recommended architecture as it is very little we would be able to do to assist from our end in such situations.

Please feel free to call me on 2220085 for a detailed discussion on the same.

Vineet Ram
222 0085

On Thu, Dec 9, 2021 at 4:32 PM Nikhil Tappoo wrote:

Sanjay and Vineet,


The proposed licensing costs and structure are really not ideal. We want to work with you, not against you here.


If we take this to management for approval, we might as well say goodbye now. We will need to factor IT infrastructure costs which will duplicate proposed licensing costs!


On a brighter note however, we have come up with two options that should work well for both parties. Pls refer attached. We prefer option 1 but we can discuss this further.


Let me know if either of you need a walkthrough and we can discuss this over a call.


Kind Regards,


Nikhil Tappoo

From: Vineet Ram
Sent: Thursday, 9 December 2021 1:02 PM
To: Nikhil Tappoo ; Prageeth Ramanayake
Cc: Sanjeet Prasad Subject: DOS Site Licenses Discussion


Bula Prageeth/Nikhil


Thank you for taking time out and receiving my call to go over the License for DOS Sites. As discussed the end-user license agreement requires each site to have an SYS license. Connecting it to the HQ server via the web has 2 issues as highlighted by our Software Engineers:

  1. The LinkSOFT Licence agreement doesn't allow you to install OTGL Software on other company Premises. Please read the EULA. To do this you need an SYS license. 
  2. LinkPOS is a client/server application. You cannot connect it over the web to a database server. you have to connect it locally and use the API to send data to the Head office. This is also non-compliant with the EULA as you are using the system outside its design parameters. 

Further to our detailed discussion, I have attached an excel containing the License components per site required to ensure the smoothness of your business operations. I have attached 2 price lists. One for 2021 and one for 2022. Please discuss internally and advise when can we initiate this. The development team has advised that the licensing needs to be resolved asap so that priority can be given to the logged cases for OTGL.


Please feel free to call me on 2220084 should you wish to discuss this in detail


Vineet Ram

222 0085

25 Feb 202204:36PM Comment 2 by Vineet (Link Business Solutions) This comment has been removed
28 Feb 202208:22AM Comment 3 by Sanjay (Link Technologies) Assigned To: Vineet (Link Business Solutions) Followup Date: 28-02-2022 08:20 AM Time Taken (hrs): 2.00
Hi Vineet, Comment 2 is a separate issue. Please log a separate case and attend to this case.

28 Feb 202208:23AM Comment 4 by Sanjay (Link Technologies) Assigned To: Vineet (Link Business Solutions) Followup Date: 28-02-2022 08:22 AM
I have removed comment 2 as it is a separate issue.

11 Apr 202212:40PM Comment 5 by Vineet (Link Business Solutions) Assigned To: Vineet (Link Business Solutions) Followup Date: 11-04-2022 12:36 PM Time Taken (hrs): 0.50

Bula Guys

A separate server has been allocated which is now accomodating sales for all DOS Sites. This is not an issue at OTG sites anymore as no complaints have been received for almost a month now. We are also in the process of upgrading OTGL to version 13.40 which has a separate form to enter Mobil Sales. 

We will proceed to close this case and open a new case should the issue still exists after the upgrade. The upgrade is scheduled for 1st week of May

Vineet Ram
222 0085

If you have any queries regarding this support incident, please call our support on Support: +679 222 0084. After Hours Support: +679 222 0085 or email and include the Case No: T13953 in the subject line of all emails regarding this issue.

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