This article is intended for a business owner or manager responsible for IT purchasing and management decisions. It is not a technical specifications document, but rather outlines different deployment options that can be applied to your business needs. This document, in conjunction with our hardware requirements and consultation with qualified technical personnel will assist you in making the most cost-effective decisions for your business.
Successware Classic can be deployed on our Cloud Hosted Platform or on your Local Area Network (LAN). The hardware requirements for your LAN are dependent on the number of users and whether or not you will have any remote users.
Cloud Hosted Deployment (Preferred Option)
The Cloud Hosted Platform is an environment managed by a third-party provider. All cloud-hosted users of Successware Classic utilize a server farm and high-end database system.
The benefits of the Cloud Hosted deployment include:
- Lowest hardware requirements. Your computers only need to conform to Citrix Client requirements. This can usually be installed on existing computers without any upgrades.
- Top quality engineering staff.
- Automatic updates to Successware.
- Offsite data storage for backups.
- SQL Server Enterprise Edition for database back-end.
- Fail-over clustering on database server.
- Full backup power generation with 100% Natural Gas Generators.
- Remote connectivity from anywhere the customer has internet access.
- Automatic application of Microsoft security updates.
- Complete virus protection of your data.
- Access to Job, Call and Assignment information via a web browser using WorkOrders Anywhere.
General Requirements
- The network must support TCP/IP network protocol.
- Minimum 100 Mbps network cards in all workstations and servers.
- Firewall
- The Web Hosting Platform has a standard list of firewalls for security and user support.
- The Web Hosting Provider has a service (for an additional fee) where they configure, ship and support a firewall that can be utilized for connectivity to the Web Hosting Platform. - Network Requirements
- A low latency (< 80ms to the Web Hosting Platform) stable Internet connection.
- 50k of bandwidth or greater per active web hosting platform user.
- Best: Cable modem with greater than 10Mbps download and 512kbps upload speeds.
- Good: DSL connection with greater than 5Mbps download and 256kbps upload speeds.
- Acceptable: A connection with 3Mbps download and 128kbps upload speeds.
Note: Our experience with customers using cable modems and DSL has been mixed. Generally, DSL has been more stable than cable, but this is not always the case. You should discuss these options with a knowledgeable technician in your area that does NOT have an incentive to sell you internet connectivity. Satellite internet has not worked well for our customers.
Workstation Requirements
- Workstation operating system must be Windows 7 Pro or above.
- 2GHz or better processor.
- Minimum 2GB RAM.
- Hard Disk – 1 GB Free Space Minimum.
- High resolution graphics card able to run at least 1024 x 768 resolution in high color or true color mode. A 17” or larger monitor is recommended for the dispatch workstation(s).
Browser Requirements
- Internet Explorer latest version.
- Firefox latest version.
- Chrome latest version.
- Safari latest version.
Printer Requirements
- HP, Lexmark, and Dell printers may be supported depending on age and model number.
- All-in-one printers are not recommended.
- Other brands of printers have limited support.
Data Backups
All Successware data backup procedures are handled by the hosting provider. Your existing backup solutions for your LAN do not need to be modified.
Power Management
Our hosting provider has a complete, automatic emergency power generation system using a natural gas generator. In the event of power outages in the Western New York area, the facilities that host Successware continue to be available. In the event your power fails, Successware can still be accessed through any internet connection. For example, a battery powered laptop computer could still use Successware as long as the internet connection has not also failed. You will also still be able to connect from any remote location, such as a home office or while traveling.
Virus Protections
Virus protection is handled through state-of-the-art software on all hosted systems. You must still provide protection for your own LAN.
Remote Access
Successware does not directly support remote connections unless you are deployed on the Web Hosted Platform. If you require the ability to connect to your system from remote locations, including from home, a second office, or while traveling, the Web Hosted Platform is an ideal solution because all server-side configuration and management are handled by the hosting provider.
Additional users connecting from remote sites are simply added as needed. Remote connections must have stable internet access. If more than one user is using the same internet connection, then you must allow for 25k bandwidth per user. Accessing your accounts from home or while traveling only requires the Citrix Client software and an internet connection.
WorkOrders Anywhere
WorkOrders Anywhere is a tool provided as part of your Successware Web Hosted account. It offers offline accessibility to your current job, call and assignment information, updated every 10 minutes. This solution is meant to augment your Citrix access to Successware data in the rare instance when the internet pipeline to the datacenter has been interrupted. This service is provided as a simple report of jobs, calls and assignments so that you are able to continue servicing your customers even in the event of connectivity problems at the hosting provider. It is not an interactive data entry solution.
Features:
- Job, Call and Assignment data is replicated every 10 minutes.
- Information is stored on two web servers, geographically separated from each other and from the primary EarthLink datacenter.
- Information is stored for the preceding 2 weeks and the 2 weeks upcoming.
- Printer friendly report format.
- Multiple filtering options
Local Area Network (LAN) Deployment
Any non-Web Hosted deployment is installed on the customer’s LAN. All network administrative functions and hardware support are the customer’s responsibility. Successware does NOT administer customer’s networks or support their hardware.
Local Administration minimally requires:
- Comprehensive backup procedures.
- Disaster recovery procedures.
- Network management, including but not limited to server and workstation service packs, internal security, external security (such as firewalls and router settings), virus protection and power management.
- Must be a client/server network on a domain.
- Server must be upgraded to meet Successware minimum requirements.
- All workstations must be upgraded to meet Successware minimum requirements.
LAN Deployment – Fewer Than 10 Users
Companies that have fewer than 10 users are deployed using our standard installation and database system with Microsoft SQL Server Express.
LAN Deployment – 10 to 20 Users
For companies with 10 to 20 users, Successware requires the full version of Microsoft SQL Server for the database backend. This installation option provides the power required for optimum performance of Successware.
- Microsoft Server Standard Edition for less than 20 users.
- The customer must have in-house or contracted administration services to manage SQL Server. This system interacts with the network and backup systems. Successware does not offer training in basic SQL Server administration.
LAN Deployment – More Than 20 Users
For companies with 20 or more users, Successware requires the full version of Microsoft SQL Server for the database backend. This installation option provides the power required for optimum performance of Successware.
- Microsoft SQL Server.
- Dedicated Database Server.
- The customer must have in-house or contracted administration services to manage SQL Server. This system interacts with the network and backup systems. Successware does not offer training in basic SQL Server administration.
There are a number of requirements that exist no matter how many users will be accessing Successware. The individual workstation requirements are the same regardless of the number of users. Server hardware requirements are dependent upon the number of users who will be accessing Successware.
General Requirements Regardless of Number of Users
- Minimum 100 Mbps network cards must be used in all workstations and servers.
- TCP/IP is the primary protocol.
- Network Cards are required to be set in a non-hibernation mode, or non-power management mode.
- A minimum 100 Mbps network switch is required (cannot use a hub).
- IPX/SPX or NetBEUI should not be installed on any of the workstations unless absolutely required to run legacy applications. If they must be present, then protocol bindings MUST be configured.
- Approved from Windows Server 2008 R2 through Windows Server 2016.
The customer must have in-house or contracted IT administration services to manage network and SQL Server. This system interacts with the network and backup systems. Successware does not offer training in basic SQL Server administration.
Workstation Requirements
- Workstation operating system must be Windows 7 Pro or above.
- 2 GHz or better processor.
- Minimum 2 GB RAM.
- Hard Disk – 1 GB Free Space Minimum.
- High resolution graphics card able to run at least 1024 x 768 resolution in high color or true color mode. A 17” or larger monitor recommended for the dispatch workstation(s).
Browser Requirements
- Internet Explorer latest version.
- Firefox latest version.
- Chrome latest version.
- Safari latest version.
Server Requirements
Server Configuration 1 (<10 users)
Companies that have fewer than 10 users are deployed using our standard installation. User must install SQL Server Express with Management Tools (2008 R2 or better).
- Windows Server (see General Requirements above for approved operating systems).
- 2 GHZ processor or more recommended.
- Minimum of 4 GB RAM, 8 GB or more recommended.
- Hard Disk – 70 GB minimum available space (SCSI recommended).
- Internet Explorer 10.0 or higher.
Server Configuration 2 (10-19 users)
For companies with 10 or more users, Successware requires a full version of Microsoft SQL Server for the database backend.
- Windows Server.
- Microsoft SQL Server 2008 R2 or better.
- 2 GHZ or better processor. Dual processors recommended.
- 4 GB RAM, more recommended.
- Hard Disk, 70 GB minimum available space – SCSI recommended.
- Internet Explorer 8.0 or higher.
Server Configuration 3 (20+ users)
For companies with 20 or more users, Successware requires a full version of Microsoft SQL Server for the database backend.
Network Server:
- Windows Server.
- 2 GHZ processor or better. Dual processors are recommended.
- 4 GB RAM.
- Configured in an Active Directory Domain.
Database Server:
- Windows Server (see General Requirements above for approved operating systems).
- 2 GHZ processor or better. Dual processors recommended.
- 8 GB RAM, more recommended.
- Hard Disk, 70 GB minimum available space – SCSI recommended.
- Microsoft SQL Server 2008 R2 or better.
- Internet Explorer 10.0 or higher.
Data Backups
- Automated removable media backup system (i.e. a tape drive with archiving software).
- Backup and recovery plan.
- Offsite storage.
Note: Your backup system must be sufficient to do periodic full system backups of your server.
Power Management
- UPS on server, with automatic shutdown software.
- Minimally, high quality surge and brown-out protection for each workstation. Ideally, UPS on workstations, with automatic shutdown software.
- Surge protection on phone lines if connected to any computers.
Virus Protections
You should have a top-quality virus protection package installed on your network. This must be configured so that the server and ALL workstations are scanned for viruses. These scans should include constant monitoring of all incoming email and file downloads. There should also be regularly scheduled full system scans for all computers on your LAN as well as regularly scheduled updating of virus definitions.
Remote Support
We use BeyondTrust Remote to provide remote support and assistance to our Successware customers. You must have high bandwidth internet connectivity on the computers requiring remote support.
Remote Access
Successware does not directly support remote connections unless you are deployed on our Cloud Hosted platform. If you require the ability to connect to your system from remote locations, including from home, a second office or while traveling, the Web-Hosted platform is an ideal solution because all server-side configuration and management are handled by the hosting provider.
If you are not using our hosting provider, all installation, administrative, and support issues related to remote access are your responsibility. Successware does not support the software packages that enable remote connectivity. Additionally, remote connectivity adds to the hardware requirement of you LAN. These requirements are dependent on the type and number of connections required.
Many of our customers want to access their data contained within Successware from a remote location, such as a home office, a hotel room while on a business trip, or from multiple business locations.
Please note that Successware does not have any native support for remote communications. Any such access must be accomplished through third party software. Except for our Cloud hosted solution, Successware does not support the installation, configuration or administration of these third party applications.
Access Options
The options for remote access are:
- Successware approved Cloud Hosting (preferred method).
- Terminal Services.
- 3rd party products like Teamviewer, BeyondTrust, etc.
Virtual Private Networking (VPN) is NOT recommended because of unacceptable performance. Successware will not support or troubleshoot installations of Successware on a VPN.
Cloud Hosting
Having Successware hosted on our servers in Western New York is the most flexible, dependable and maintenance free option for having access from multiple locations.
Using this solution has the following benefits:
- Automatic server-side operating system upgrades, patches and hot-fixes.
- Automatic Successware upgrades.
- All administrative tasks such as back-up, recovery and user management.
- Redundant databases with automatic fail-over.
- Offsite storage of data backups.
- Assistance installing and configuring client-side software.
- Enterprise quality hardware.
- State-of-the-art security and anti-virus technology to protect your data.
Terminal Services
If you expect to have more than one user connecting remotely at the same time, you may want to install Microsoft Terminal Services on your LAN. This will allow you to connect remotely from any site that has an available internet connection.
- Requires a dedicated server to handle the remote connections. Placing the Successware databases on the same server as the Terminal Services can have a detrimental effect on performance.
- Requires purchasing of appropriate licenses from Microsoft.
- All installation, configuration and administration tasks are your responsibility.
- Data security, backups, and anti-virus protection are your responsibility.
- Successware will assist in configuring Successware ONLY. We will not offer assistance with Terminal Server issues not specifically related to Successware.
Setting Up Remote Connections
Below are the setup instructions for each of the above options.
Note: Some of these connection options may require assistance from other parties that may charge you a fee.
Cloud Hosting (preferred method)
Our Cloud hosted solution is a comprehensive package. By choosing this option, you will have complete support for installation, configuration and management of a hosted software environment. Please contact Successware Support for further details.
Terminal Services on your LAN
We do not offer technical support for Microsoft Terminal Services. We have customers successfully using this option, but they are completely responsible for managing the system. We do assist you on setting up Successware to operate properly in a Terminal Server environment.
Before contacting us to address Successware issues, you must do the following:
- Have your local network evaluated by a qualified technician. He should ensure that all cabling, network cards, switches, routers and related hardware are functioning properly. The hardware must meet or exceed minimum requirements for Terminal Services, plus the load expected for each session. This load will need to be determined by the technician and is based on the software expected to be run within each session. Successware requires 30 MB per session over and above the requirements of Terminal Server and additional software running within the session. We strongly recommend a multi-processor server if you plan to run 3 or more simultaneous sessions for Successware.
- If you are operating secondary business locations, then all hardware at each site must be evaluated. The hardware at the remote site has only to meet the requirements of Terminal Services as Successware will be hosted at the server site.
- We do not recommend hosting Terminal Services on the same computer that hosts Successware. The Terminal Services computer should be a dedicated server unless there will be only one or two simultaneous connections at any given time.
- Thoroughly test your remote connections. Do not install Successware on the Terminal Server until Terminal Services is installed and running correctly and all remote sites are successfully connecting.
Installing Successware
Once you are satisfied that Terminal Services is functioning correctly, follow these instructions:
1. Install the Successware client. While logged in as a domain administrator, install the Successware client following the instructions used for a typical workstation installation. This will install all of the components required by Successware for proper execution. Do NOT install it so that it is visible to all users.
2. Set the Start In directory for each user.
Note: This step is critical. Each remote session must run Successware in a unique directory. Successware creates temporary files in the Start In directory and these files CANNOT be shared. You cannot simply drop a copy of the Successware shortcut created during the above installation of the client into the “all users” folder. The shortcut presented to each user must have a unique start-in directory. There are two methods for doing this:
a. Manually create a shortcut for each user.
i. Create a folder in the user’s profile called Successware21.
ii. Copy the administrator shortcut to the user’s desktop folder.
iii. Modify the start-in directory of the shortcut to use the Successware21 folder.
b. Create a script at logon that creates a mapped drive to each user’s start-in directory.
i. Create a folder in the user’s profile called Successware21.
ii. Write a logon script that creates a mapped drive to the user’s Successware21 folder.
Note: we cannot assist you in writing logon scripts.
iii. Create a user group that always runs this script at logon and add new users to the group as needed.
iv. Create a generic shortcut that uses the mapped drive letter as the start-in directory.
v. Copy this shortcut to each user’s desktop profile.
vi. If you are proficient in writing scripts, all of these operations can be automated during logon. Your logon script would then create the Successware21 folder if it doesn’t exist, create the appropriate drive mapping to the user’s folder, and setup the shortcut for each user. This will allow you to simply add a new user to the user group created above, and a Successware shortcut will appear on their desktop correctly configured.
3. Set user permissions. There are specific permissions that must be granted to the users to run Successware in a Terminal Server environment. While you could just grant administrative rights, this is poor security policy. We recommend the following options:
a. Grant Power User rights. This should allow sufficient privileges to run Successware. There have been instances where a network has been configured in a manner such that Power User rights are insufficient. In this case you will have to use method b. Also, if Power User rights are inappropriate, then you should use method b as well.
b. Grant specific privileges. The user must be given read/write privileges to the following:
i. Registry rights
ii. File rights
Sample Deployment Scenarios
The following are sample configurations to help clarify how the different deployment options might apply to your business needs.
Scenario 1 – Small Office Network
You have four computers in a peer-to-peer network with an existing DSL internet connection. Two of the computers are running Windows 8.1, and two are running Windows 7.
Cloud Hosted Platform
You can deploy Successware to the Cloud Hosted Platform with no additional changes to your workstations. Your router may need to be replaced with one that can be properly configured for communication with the hosting servers.
LAN Deployment
You need to add a server and set up a domain to be in compliance with Successware requirements.
Scenario 2 – Small Office, One On-Call Dispatcher with a Remote Connection
You have a small office network, and you keep a person on call for emergency dispatch of technicians. You want this person to be able to access Successware to keep the data current, rather than having them keep paper records and wait until business hours for the data entry. You also have a part-time bookkeeper that occasionally connects remotely.
Cloud Hosted Platform
Cloud Hosted access to Successware is available from any internet connection. Your users connect to their accounts directly from their location. Your network router may need to be replaced with one that can be properly configured for communication with the hosting servers.
LAN Deployment
You need to install remote access software such as LogMeIn or setup and configure Windows Remote Desktop. Each of these options disables local access to the hosting computer on your LAN during the remote sessions.
Scenario 3 – Medium Size Office, Expecting Growth to a Small Remote Office in 12 months
Your office has a server and six workstations. You plan on opening a second office with three workstations that will need to access Successware.
Cloud Hosted Platform
Your initial Cloud Hosted accounts are activated utilizing your existing network. When the new office is opened, three additional accounts are added. The second office needs only a high bandwidth internet connection such as DSL, and the hardware sufficient to meet your local software usage (such as Microsoft Office). No additional changes are required in the main office. Your routers may need to be replaced with ones that can be properly configured for communication with hosting servers.
LAN Deployment
Your local network will have to be evaluated for sufficient server power. It will need Microsoft SQL Server and Terminal Services. These are purchased from Microsoft. At minimum, a dual processor server with as much RAM as possible is the best configuration. You will need a qualified network technician, either on staff or under contract, to manage the Terminal Server and SQL Server.
Scenario 4 – Large Office, Heavy Database Utilization, Remote Office and Several People Working from Home
You have 15 users in your primary office, 5 users in a second location and several people that need to access Successware from home or while traveling. Additionally, you run a large number of transactions through the database every day.
Cloud Hosted Platform
The Cloud Hosted deployment of Successware is ideal for this scenario. All connections are to the host servers through your existing internet connections. The high-end database servers can easily handle the transaction throughput and all administration of Successware and the database server is handled by highly qualified technicians. Your router may need to be replaced with one that can be properly configured for communication with hosting servers.
LAN Deployment
For your remote sessions, you will need to use Terminal Services. Because of the number of users and transaction throughput, you will have to install Microsoft SQL Server on a dedicated server. For good performance, the database server will need to have at least dual processors and as much RAM as can be budgeted. The complexity of the network makes it imperative that you have access to local qualified network technicians for administrative issues.