Caliach MuM - What You Need To Do To Make It Work For You

Version Relevance: V5

Issues: “We have seen the benefits of MuM (Managed User Monthly - found in the “Caliach MuM – How It Works” article) and we want it, but how do we ensure that our installation charge is kept to a minimum?”

AND/OR (For those customers not yet on it) “We have also seen the benefits of upgrading to V5 and we want that too.”

Background: V5 has many, many benefits over the older versions and has been available for almost 4 years, yet a large number of our customers are only now wanting to upgrade? The only practical way for us to meet this surge in demand is to employ Contractors to perform MuM installations and upgrades under our supervision.

Our Engineers need to perform a remote installation of MuM on your Server. This is described in the "Caliach MuM - Installation Stage 1 (File Distribution)" and the "Caliach MuM - Installation Stage 2 (PostgreSQL and Monitoring)" articles.

Step 15.1 The Procedure to Follow

(For ease of reference, we list everything in “Steps” (e.g. Step 15.1, numbered in accordance with the Knowledge Base article number in its web address)

Step 15.2 Request a formal Quotation to Implement the Caliach MuM Service (and V5 Upgrade if needed).

The quotation will include the following charges as individual line items:

  • Step 15.3 The Installation of the MuM Service based on an estimated 12 staff/hours. The actual hours spent on all aspects on your implementation project (including correspondence) will be accounted for and charged under this line item
  • Step 15.4 The MuM Service monthly user fees applicable to your company.
  • Step 15.5 Upgrading to Caliach Vision V5.1, (if required).
  • Step 15.6 Re-writing any Customisation you may want to retain in V5 (if required).

Caliach MuM Install Quotation
Quotation Example.

Step 15.7 From the Point Your Formal Quotation is Issued we will be charging you for all the time spent by our staff on your project. There will be no limit to this and we cannot accurately predict the hours it will take in advance as that will be dependent upon the quality of the information and accesses you provide, the time we are forced to spend in correspondence with you (including issues you may have with the quotation) and so on. Experience suggests that 12 hours is a reasonable time for an average installation so that is why you will be quoted for that amount.

Step 15.8 Please ensure that you carefully read the rest of this document and understand it fully. Again, your final invoice value will depend on the degree to which you, or any third parties you might employ, comply with our requirements and so minimise the time we take to do the job for you.

Step 15.9 Send a Purchase Order, together with a copy of this web page completed (see below), to visionsupport@caliach.com

Step 15.10 If you do not fully understand anything, let us know and we will be happy to explain in more detail, but please remember you will be charged for correspondence.

Step 15.11 But I thought your installation of MuM was free? Why are you now charging for it?

Step 15.12 Experience has shown us that, given the correct information and proper access to adequate customer equipment. we can successfully complete a MuM installation within 10 hours with the possibility of a further 2 hours spent on correspondence, so our estimate on the quote will be 12 hours.

Step 15.13 We have already installed three “Customer Servers” on “Rackspace Cloud Windows Servers – 2012 Virtual Machines” over which we had full control under the security provided by Rackspace in order to perfect our procedures. This is the benchmark we have used to devise how we can offer the service to our customers. The difference between this benchmark and your site is that we are not in control; that is either in your hands or those of an MSP (Managed Service Provider)

Step 15.14 Being given incorrect passwords, access as part of the administrator group, instead of the Administrator user, less than effective or wrongly configured VPN’s and being challenged at every step leading to correspondence asking “Why do you need this...?” are just some examples of the delays and extra work we have encountered.

Step15.15 Given these disruptive and frustrating delays, we reluctantly must pass our charges on to customers who themselves, or because of their agents, are the cause of them.

Step 15.16 So, in common with other professions such as Solicitors, Accountants, Plumbers and the like, we will now charge customers for time spent specifically on their installation. All time actually spent, including time wasted by issues such as those described above, will be recorded on a log and on conclusion of our work, this time will be invoiced at £150 per hour.

Step 15.17 We considered charging all customers for the time taken for an "average" MuM installation, but to do so would have meant that customers who are cooperative, put effort into making the job easy for our staff, have good MSP support and so on would be substantially subsidising those customers that do not.

Step 15.18 Instead, we believe that the only reasonable and equitable way to recover our costs is to charge individually for each installation.

Step 15.19 What have you got against MSP's?

Absolutely nothing! There are a few excellent ones, but there are others which experience tells us seem to resent our involvement. We have recently suffered from a disgusting and destructive social media campaign against us and others created by one such company. This log is for internal use only.

We do NOT talk to IT companies or MSP's, only to our customers. Why? Because the commercial relationship is between you and your MSP, and we represent an annoying extra workload to them at best or a direct competitor at worst. History tells us that to engage with them starts a vicious circle which under the new MuM method of charging, will cost our customers a great deal of money.

Step 15.19 Server Requirements

In the following MUST means the requirement is Mandatory:

  • Step 15.20 You MUST have a Microsoft Windows Server 2008 or later. Currently our testing has been on Server 2012 R2. Please note that we do not support Linux servers or Mac OS computers acting as servers.
  • Step 15.21 The server MUST have a fixed EXTERNAL IP address – a local IP address is of no use to us (such as those beginning with the digits “192” or “10”). If in doubt, talk to your ISP (Internet Service Provider) about this.
  • Step 15.22 The server MUST allow us to enter with Remote Desktop with THE ADMINSTRATOR user account to set it up and thereafter for troubleshooting.
  • Step 15.23 If you use a VPN, it MUST work for us for our purposes. You bought it and configured it and it either works for our purposes or it doesn’t? There really can be no arguments with this truism?
  • Step 15.24 Your Firewall MUST allow us to transfer files using FTP/TLS in both directions without any need for a VPN connection or any geo-blocking (limitations as to where the source of traffic happens to be in the world). And, if you have an “Office Outward Facing Firewall” (one which physically sits between the outside world and your local network), it MUST allow us the same degree of access. This access is required for:-
    • Step 15.25 Bi-directional FTP File Transfer Protocol (FTP/TLS) on ports 21 (For SyncBack FTP and Filzilla) use (which we will install.) 20-21, 143 465 , 587 , 110, 995,143, 993, 8080, 8100, 24671, 50000-51000 (See table below:
    • ynchBack default ports used

      Port(s)

      FTP/FTPS

      21

      SFTP

      22

      Cloud

      80 (HTTP) or 443 (HTTPS)

      FTP Implicit SSL connection

      990

      SMTP (send emails to email server) unencrypted port

      25

      SMTP with SSL/TLS encryption

      465

      SMTP with STARTTLS

      587

      POP3 unencrypted port

      110

      POP3 with SSL/TLS encryption

      995

      IMAP unencrypted port

      143

      IMAP with SSL/TLS encryption

      993

      SyncBackPro/SE with SyncBack Touch

      8080

      Discover SyncBack Touch installation (uses UDP port)

      24671

      SyncBackPro with SBMS

      8100

      Filezilla Server Passive mode

      50000-51000

    • Step 15.26 Bi directional unaffected TCP packets to the server ports used byPostgreSQL (typically 5432-4) and in particular SSL traffic.
    • Step 15.27 Your Server, Firewall and/or Network Address Translation (NAT) router MUST be set to respond to Ping. If you are unsure if your Server or Firewall have these capabilites, please check with your MSP.

    Step 15.28 Our experience with Cloud Servers such as Rackspace is that they fully comply with our requirements by default. If you are in any doubt on how best to proceed, you may like to consider renting space on a Rackspace Server (at a cost of around £80 per month?). This will allow us to complete a simple, trouble-free installation for you, ensure you the degree of security Rackspace are noted for and allow you access to Caliach Vision through a secure RDP? We only mention this as an option you may like to consider.

    Step 15.29 Summary - What We Need from You

    The following table is a summary of what we need from you for a “Trouble-Free” Installation when you decide to move to Caliach Vision MuM: Fill out the form in your Browser, typing over the examples provided, and File -- Print the page to a PDF destination and send it to visionsupport@caliach.com. NO DATA IS TRANSMITTED FROM THIS PAGE. Security-sensitive information, such as passwords, should be sent by SMS to +44 7443 303 281. Click here to view a form-only page alternative.

    Important Note on Passwords: After months of cajoling, we are still getting sent ridiculous passwords that are either impossible to use or simply don't work. So as from 12th June we cannot use passwords set by client sites. Instead, Caliach will ISSUE YOU with a Site Caliach Password which you MUST use for all Caliach related server access. It will be specific to each site, is randomly generated, stored encrypted on our server and in the form 3389D51F7C55. It will be sent to you by Colin Robinson via SMS message. This applies to VPN and Remote Desktop. If need be, The Administrator password. (Marked with *SCP* below.)

    Information Please provide...
    Step 15.101 Caliach Vision license serial number
    Step 15.102 Project Co-ordinator name
    Step 15.103 Project Co-ordinator email address
    Step 15.104 Project Co-ordinator SMS number for secure messages
    Step 15.105a ExternalServer IP Address or public DNS name
    what IP is used to address the server from anywhere on the Internet
    Step 15.105b Internal Server IP Address (as seen by Caliach Vision running on the server itself)
    typically 192.168.0.10 or localhost
    Step 15.105c Range of office LAN IP Addresses used by LAN users who will connect to your server
    (typically 192.168.1.1 - 192.168.1.255)
    Step 15.106 VPN operation details
    Step 16.107 Remote Desktop access must be into Administrator account
    Step 16.108 send password by SMS message to +44 7443 303 281 with text like "License 5xxxxxx Administrator password= *SCP* "
    Step 15.109 If pre-V5, the datafile .df1 path on your server for each datafile set you want migrated to V5. Follow the path with a Caliach Vision version number that last attached the datafile. Follow that with a short name (lower case alphanumeric with no spaces which you want us to name the database in PostgreSQL). Note: more datafile sets will incur more costs under Full Site Support.
    Step 15.110 If pre-V5, a Caliach Vision datafile User ID and Password with Administrator set
    (so we can check/test the data)
    Step 15.111 If pre-V5, the number of years you want to spread the customisation re-write and migration costs over as a per-user-per-month supplement (1-3 years or lump sum)
    Step 15.112 If already V5, PostgreSQL postgres user password
    Step 15.113 If already V5, Database name(s)
    Step 15.114 If already V5, Server Folder path
    Step 15.115 MuM Monitoring frequency in days (greater than 6)
    Step 15.116 MuM Monitoring report recipient names (up to 3)
    Step 15.117 MuM Monitoring report recipients User ID (up to 3)
    Step 15.118 MuM Monitoring report recipient email addresses (up to 3)
    Step 15.119 Should money values be redacted in MuM Monitoring reports to these recipients? (yes/no, up to 3)
    Step 15.120 Any training needs you think you have
    Finally, please put your name and sign here to confirm your agreement to maintain payments for the duration of the ‘customisation re-write and migration costs’ you have chosen above and to signify your acceptance of our Terms and Conditions, as explained in this document.

    PLEASE make sure your information is accurate and can be used by us to connect to your server over the internet. We recommend that you verify the accuracy of your information by using it yourself to try to connect from an external location? If it works for you, it should work for us? Then send a PDF printout of this form to visionsupport@caliach.com.

    By snding these details to Caliach Ltd. you are agreeing to the conditions laid out for the MuM Service on this web site and giving us authority to implement the MuM Service on your Server.

    Links to other MuM KB Articles:

  • Caliach MuM - How it Works.
  • Caliach MuM - Installation Stage 1 (File Distribution).
  • Caliach MuM - Installation Stage 2 (PostgreSQL and Monitoring).
  • Caliach MuM - Site User Installation.
  • Caliach MuM - Work Status Email Interpretation.
  • Caliach MuM - What You Need To Do To Make It Work For You.
  • Caliach MuM - Summary Form.

Chris Ross - Senior Consultant