Best Practices: The Server. Agenda. The Server The Support The Process The Troubleshooting. Things to consider

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Best Practices and Troubleshooting for FYI ASPs

Tuesday, October 16th: 11:00 – 12:30PM Sarah Sims

Operations Manager, Hosted FYI

Agenda

• The Server

• The Support

• The Process

• The Troubleshooting

• Things to consider

– Your Hardware – Your Network – Your Security – Your Staff

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Best Practices: The Server

• FYI Server

– Windows XP or 2000 Server – Dual Xeon™ (HT) processors

• Each Xeon processor accommodates 50 concurrent users

– 2GB RAM

– T3 Internet Connection

• Best Practice

– 4GB RAM

– Failover Redundancy – OC1 Internet Connection

Best Practices: The Server

• Security

– Behind Firewall (LAN not DMZ) – Secure Access

• Best Practice

– Hardware Firewall – Network/Server Monitoring – 24-hour Surveillance

– Fingerprint/Retina scan access

Best Practices: The Server

• Backups

– Incremental secure backups

• Best Practice

– Data Mirroring/Clustering – Disaster Recovery Plan

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Best Practices: The Support

• Required Staff

– Concordance Certified Software Administrator – Concordance Certified Software Trainer – Concordance Certified FYI Administrator – Network Administrator

– Technical Support

• Best Practice

– 24/7 Technical Support – Paralegals

– Print Job Clerks – Project Managers – Database Administrators

Best Practices: The Support

• Best Practice

– Project Managers

• Law Firm experience • Previous Vendor experience • EDD/Processing experience

– Database Administrators

• Certified DBAs • Very Technically savvy • Detail oriented

• Network Administration experience

Best Practices: The Setup

• FYI Server

– Be sure to have the recommended minimum hardware resources

• Best Practice

– Create a separate windows account for FYI that has network rights

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Best Practices: The Setup

• FYI Reviewer

– On the Client

• Allow ActiveX Controls • Add the trusted site

• Best Practice

– Always have the user reinstall the ActiveX when there’s an update

Best Practices: The Setup

• Concordance FYI

– Provide the .FYI file to the client to allow them to have greater control over their data

• Best Practice

– Make sure they are using the latest version of Concordance and Concordance Image – Do not allow the following menu items:

• Begin/Edit Program • Administration • Pack • Reindex/Index • Zap

Best Practices: The Process

• Directory Structure

– Have a preset folder template used for each Matter – Have a clear separation between billable and

non-billable data

• Database Structure

– Have default DB structure templates for different types of discovery

– Include in every template fields for administration:

• I.e. TagHistory, Edittrail, LoadDate, CreationDate, BegProdNo, EndProdNo, Temp fields

– Create an Admin Tag Folder

– Use UNC paths always in edit validation or with hyperlinks

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Best Practices: The Process

• Receiving Data

– Concordance Default load files – Concordance Database

• Export as a Concordance Database • Export Security to CSV

• In new DB, import Security

– QC Users, Field and Menu access

• In Edit->Validation fix UNC paths for Authority Lists • Add Admin Tag Folder

• Go to File->Modify

– QC field types and attributes are correct – Add Administration fields

• Delete the DIR and VOL and reload • Fix hyperlinks

Best Practices: The Process

• Security – Users:

• Concordance or Active Directory?

• Always have login required and security enabled in Concordance regardless

• Password Policies • Issuing passwords • Username conventions

– Admin Console

• Use Private IP via VPN

• Setup Administrative User alert Emails

Best Practices: The Process

• Template Emails

– Send out emails to your users with their login info and pertinent project or software instructions to get them started

– Inform them of training options immediately

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Best Practices: The Process

• Reindexing

– Schedule a task to run a reindexing CPL – Load balance reindexing across several

machines

• Always take database offline when doing

any loading of data or admin work!!!

• QC

– Well defined checklists/procedures in centrally available location

– Have handoff process well defined

Best Practices: Troubleshooting

• Connectivity

– Firewall Issues

• Port open to both inbound and outbound? • In use by another Service?

• Client Firewall? – Administrative Issues

• Account Enabled? Client Enabled? • Hierarchy In Place?

– Network Access Issues

• FYI Server using Administrative windows Account?

Best Practices: Troubleshooting

• Hyperlink doesn’t work

– Check UNC path on Server

• Images

– Check UNC Paths in the imagebase

• Software versions

– Reinstalling ActiveX

– Concordance 2007/Concordance Image to Produce when using .FYI files

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Best Practices: Troubleshooting

• Tagging

– Backup tags regularly

– If Tags are disappearing or acting strange

1. Inform client

2. Take DB offline immediately 3. Backup database 4. Export Database

5. Run Tools-> Manage Tag/Issues->Validation 6. Run Tag2Field.cpl

7. Close DB 8. Delete Tag and TRK 9. Run Field2Tag.cpl

Best Practices: Troubleshooting

• Latency Issues

– Client

• Is it just this client?

• Network connection speed too slow? • Network losing packets?

• Firewall Issues?

• Are they using multi-page TIFs? • Are they doing a native file review?

– Server

• Is it every client? • Network losing packets? • Need more hardware power • Firewall Issues?