Archive for the ‘Customer Support’ Category

The account dashboard is your tool for keeping up to date on how much data you’re storing in your Trial Cloud, Discovery Cloud and Preservation Cloud repositories.  Each product dashboard provides an overview of the data used by each of your repositories as well as a product-wide gigabyte sum.

The numbers shown for each repository are the averages of all the records for the time period you are viewing. We run our storage calculations twice daily – once in the morning and once in the evening. You can view a repository’s daily usage by clicking on the repository name. The daily usage records shown are the maximum of the two storage numbers for that day in gigabytes.

The Cloud Preservation dashboard includes feed counts as well as storage numbers and presents these in the same fashion.

A note on document deletion: We wait a full day after a document has been deleted to fully purge it from the system. This gives us the ability to restore the document quickly if it was incorrectly deleted. This may cause some lag in the reduction of gigabytes used per day, but have no fear the reduction will be recorded.

Managing storage can be a daunting task and we strive to be transparent about the amount of data you are storing in any of our products.

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In an effort to make importing into the Nextpoint Trial Cloud and Discovery Cloud as easy as possible, we’ve updated our documentation to provide detailed instruction on both the batch import process and conversion of Concordance exports.

Nextpoint Batch Import Specification details the meta-data load file format, the zip file structure, uploading, and other tips on how to successfully import batches of documents into Trial Cloud and Discovery Cloud.

Concordance Export Conversion provides a walkthrough of converting a sample Concordance export into the Nextpoint batch import format.  It provides sample scripts for splitting columns, and joining data from Concordance Image load files.

We think you’ll find these documents extremely useful as you’re importing documents into Trial Cloud and Discovery Cloud.

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You’ve uploaded all of your docs into Discovery Cloud and, after some searching for agreed upon keywords, have broken up the large universe of documents into several smaller sets (“subreviews”), but… these “smaller” sets still number in the high thousands for docs contained!  You need to go further – you need to break these sets again so each of your reviewers has a manageable set of documents that they can reasonably attack.

The “Split into subreviews” option on the landing page of your Review provides just that.

With a click, you’ll be on the road to breaking up that large Subreview into several smaller pieces.  You can break it up into as many pieces as you’d like by simply providing their names.  You may choose to name them things like “Environment-Bob” and “Environment-Sarah”, but you can get as original/specific as you like.

You control what happens to the original set of documents (“Environment” in this example).  Keep it around to maintain a rolled-up view of what’s going on in the component subreviews, or remove it to reduce clutter.  You also control what (if any) additional documents should be pulled into the set.  For example, you could pull emails related to your documents into the overall document set, to ensure that they’re included.

Related documents will be placed together (and sequentially) into created subreviews to provide continuity for the reader.  For example, you won’t have to worry about an email landing in a different subreview than it’s attachments.  This may lead to slightly uneven document counts in subreviews, but only in extreme circumstances will the overall document counts be wildly different.

After/while you’re documents are being split up, you can visit the “Settings” section to assign the subreviews to the specific reviewers.  If the reviewer is in the Nextpoint “Reviewer” role-type, they will only have visibility to subreviews they are assigned.  If the reviewer is of a different role-type (“Advanced” or “Standard”), assignment will provide some clarify as to who is working on what.

The ability to easily breakup and assign large subreviews will provide clarity and visibility to the higher level task, helping you to get the job done not only faster, but better.

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Advanced Search has come to CloudPreservation.com.  The tool will guide you through the process of building more powerful queries while simultaneously providing you with the know-how to build the queries yourself in the “standard” search box.

Query strings are built for you as you make selections and enter text, helping you to leverage advanced features you may not have been aware of:
These tools are available for you immediately by selecting “Advanced Search” near your normal search box.

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Today we launched a feature of CloudPreservation.com that will allow you to find pages or documents that didn’t exist in the previous crawl.  This is going to allow to do things like:

  • Find all pages that were added to the archive in during a specific crawl.
  • Use keywords to search the text or meta-data of pages that were added to the archive during a specific crawl.

To use this handy new feature, select a crawl from the “Feeds and Crawls” drop down under the search text field.  You’ll see a checkbox appear below and by clicking on that, your search will be limited to only pages and documents that were found for the first time for that crawl.

Limit Search To New Pages and Documents

Limit Search To New Pages and Documents

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Readers using Microsoft Internet Explorer may have noticed a difference between the “previewed document” arrows in recent posts on our clustered/related documents section (Clarify of Review & Dealing with Duplicate Emails) and what they’re actually seeing in the app.

The crux of the situation is JavaScript and rendering performance in various browsers. Internet Explorer has made some strides in IE 8 but still lags a bit behind some of the other browsers; most notably for us: Firefox and Safari.

More details on these timings at Backbase.com
y-axis is render time in milliseconds

Where Firefox and Safari are able to keep up (well enough) with repositioning the “currently previewed” document arrow, Internet Explorer has a completely unacceptable lag. We’re pretty happy with the fairly simple solution that we have in place for Internet Explorer – it doesn’t look quite as snazzy but has a much lower reliance on JavaScript and performs well.

Firefox 3.6.3

Internet Explorer 7

Nextpoint recommends upgrading to Internet Explorer 7 or Internet Explorer 8, if you are using Internet Explorer 6.

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How’s The Warranty?

If you’ve ever owned a car you already know exactly when my laptop broke down… 2 weeks after the warranty expired. That’s no surprise.

So, pretty much any company is going to give you that “geez, sorry” look before taking not only your money but also your machine for a few days.

A really good company – one that’s really hoping to make/keep you a loyal customer – might make an exception and allow you to buy the extended warranty, even though you’re a little late.

But in this case, I’m talking about an Apple laptop and what they did was guarantee my loyalty.  They just covered it.  No cost for identifying the issue, making the repair, or even the parts.  And while they couldn’t promise anything less than a 5 day turnaround… it was ready that afternoon.


A little better than my last customer support experience.

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