Enterprise (BYOS)

As an enterprise customer, your are entitled to prioritised support through our chat channels and  by telephone. We use Slack as our chat solution and you will be invited to your Slack channel during sign on. 

Note: If you cannot use Slack and/or have your own chat solution we are open to other arrangements. 

For urgent matters, of chat/telephone does not respond in time, please also send an urgent email to support@accsyn.com. Find more information about our E-mail support below.

Please consider these guidelines:

• We are a small company without a huge support organization, support are currently answered by our lead developers during office hours and we intend to only have developers with full insight into code base as a first point of contact - this is to ensure fastest possible problem solving. 

• Use a descriptive subject, "Need help" is a bad example of email subject. A good subject looks like "Crash when trying to write file to my disk".

• Supply screenshots and log files when possible, this speeds up the support ticket handling. Find standard log file locations below.

• We answer support emails in the order they come in. If you have an urgent matter that has put your production to a stop - begin subject with the word "URGENT" in capital letters and we will prioritise the matter.

• We answer support emails during office hours (see below), outside these times we answer sporadically with any guarantee on response times. 

Log file locations

Server (daemon/service)

• Windows: "C:\ProgramData\accsyn\log".

• Mac OS X: "/var/log/accsyn".

• Linux: "/var/log/accsyn".

Client

• Windows: "%appdata%\accsyn\log". %appdata% usually points to the AppData\Roaming folder beneath your system account.

• Mac OS X: "~/Library/Logs/accsyn". "~" means your system account directory.

• Linux: "~/.accsyn/log". "~" means your system account directory.

Support office hours:

08.00-18.00 CET (Swedish holidays)

Terms

accsyn SaaS is provided "as is" which means it is a best effort service. If you have questions regarding our support obligations, have look at our terms and conditions.

Login - access personal accsyn account and your workspace

https://accsyn.io

Web page - general information and resources

https://accsyn.com

• accsyn Cloud backend; The part of the software running in the cloud, scheduling transfer jobs and hosting media. Each customer has its own isolated backend  instance and database which are totally separated from other customers.

• Host; An instance of the accsyn app running at a physical computer (web browser sessions not included). 

• accsyn daemon app; The Java application installed at your file server, or other computer with direct access to the network share/disk data is to be copied to and from. Can also be installed on a remote office - "site" for office-to-office sync, or by a user for a more stable experience. This is also called the "server" in file transfer context, and provides a daemon type host instance.

• accsyn desktop app; (Or simply the "accsyn app") The Java desktop app, available on PC, MAC and Linux, run by Accsyn users for downloading and uploading files to your organization. This is also called the "client" in file transfer context, and provides an app host instance.

• accsyn server TCP ports; The data ports used by processes, usually in the range 45190-45210 plus one or more low (<1024) ports. Requires to be forwarded to server running on your premises, and allowed to reach the Internet/corporate WAN IP @ client side. 

• accsyn server proxy; A server running in a DMZ or in the cloud acting as a file staging area, for either faster intercontinental delivery of files using Google/Amazon/Azure or for high security corporate LANs that would not allow ports being forwarded to the internal server but rather to a server in DMZ zone.

• accsyn network proxy; Have a server also act as a network proxy for accsyn clients/API endpoints not having Internet access.

• ACL; Access Control Lists - telling what subdirectories, on a given share, that a user has access to.

• Compute app; A Python wrapper script defining and executing an accsyn compute app in a render farm/compute setup.

• Domain/Organization; You company, possessing a accsyn license. Identified by an unique short domain name and a full length descriptive name (For example: "acmefilm"/"Acme Film Productions").

• Download; The term for initiating a file transfer from a server to a client.

• Dropoff; Term used for uploading a file or directory without browsing a destination - to a default shared folder.

• Hook; A configurable application to be run when job have reached a certain state, allows for advanced workflow features.

• HQ(headquarters); A term used to identify your main office site were your central storage available to accsyn is located.

• Job; A transfer package of one or more files/directories(tasks) to be sent from a client to server or server to client. May involve multiple server on the organization side.  A job can carry custom metadata stored as JSON.

• Roaming site; The built-in "roaming" site, assigned to standard user clients and elevated clients by default if they are not assigned a specific site (physical location).

• Metadata; A JSON dict that can be attached to all entities of accsyn, merged together and supplied when hooks are run.

• Process; Temporarily spawned instances of the accsyn app, one running at server and one running at client, initiated to copy a list of files/folders from computer to another, utilising the accsyn fast file copy TCP protocol.

• Pull; The term for sending files from a site server back to hq main server, paths mirrored.

• Push; The term for sending files from hq main server to a site server, paths mirrored.

• Queue; A container for jobs that can have a priority number assigned [1..1000]. Three queues: low@prio 1, medium@prio 500 & high@999) are always created initially. New jobs are submitted to  the "medium" queue by default.

• Server; The computer serving a share (configurable). The computer serving the default share is also running configured job hook scripts. Needs to have the TCP port range (default: 45190-45210) forwarded from gateway in order to be reachable from the Internet/remote network.

• Volume; The network share/disk at your premises which accsyn users can get access to. Identified by a code (For example "nas" or "projects") and at least one absolute path prefix assigned (For example "/Volumes/RAID" or "\\server\data").  At least one share must be the default share(configurable), this is where A) files get uploaded by default if no share specified as destination B) user home shares are created by default.

• Volume path prefix; The leading part of a path for a file residing on a share. (For example: "/Volumes/nas", "P:" or "\\10.10.10.1\raid").

• Cloud storage; The volume provided by default by accsyn, available to non-BYOS deployments. 

• Shared folder; A subfolder beneath a volume that can be given read and write access to clients, using ACLs. It can also be abbreviated "workspace" or "workarea" and is suitable for giving a set of users a collaborative space to upload to and download from.

• Site; A site is a remote office, having its own infrastructure. A site is typically connected to the main office through VPN, dedicated Internet connection or by other means.  The site being the "main" site is designated your main premises and is named "hq" by default, all clients are assigned to the hq site if not else stated. A server can be installed and assigned to serve a volume for a given site, allowing transfers to/from main office servers to a site server.

• Transfer; The term for sending a package between two endpoints, not necessarily the main hq server involved. Currently accsyn supports transfers between sites.

• Upload; The term for sending a file from a client to hq server.

• User/username; An accsyn account identified by an E-mail address. (For example: "john@mail.com"). Three different user roles are defined: admins (full access+invite employees), employees (full access to volumes+invite users) and standard users (access to ACL defined shares only & homes).

• Media; A file or folder on the cloud storage tagged as media content, having a proxy and additional metadata including quality.