Getting Started   On-going Support and Maintenance  

Ceralon recommends a 3-tier architecture for Acumen consisting of a web server, a database server, and the client(s).

Configuration options

Configuration options for this 3-tier architecture are:

1) Citrix or Terminal Services.
This configuration includes three servers with one hosting the web server (IIS), one hosting the database (SQL Server 2000), and one hosting the Acumen application modules: Import, Review, Export, and System Admin. Users connect to the server hosting the Acumen application modules using Citirx or Terminal Services. On the server hosting the Acumen application modules, please plan for 150 MB RAM for each concurrent Citrix user.

2) Desktop clients.
This configuration includes two servers with one hosting the web server (IIS) and one hosting the database (SQL Server 2000). Users install Acumen modules for Review, Export, and System Admin on their multi-purpose desktop PC. The Acumen import module is installed on one or more dedicated workstations. (The import module requires a dedicated workstation due to heavy memory utilization and Outlook PST Processing restrictions)
View proposed architecture diagram

Hardware recommendations

Download hardware/ software specifications.

Performance results on HP BL460c. Jan 31, 2007

Performance results on HP DL380. Dec 22, 2006


Software pre-requisites

Windows 2003 SP1, Server edition preferred
IIS 6.0 with Front Page extensions
SQL Server 2000, Enterprise edition preferred
Microsoft Office Professional


Run multiple imports simultaneously by adding dedicated import workstations. (Note, phases 1-4 of import may run simultaneously on multiple workstations; however, the final phase of each import -- de duplication and indexing-- will be serially processed.)

Each case has its own database and file repository isolation.

Deleting or importing does not impact other cases. Import while users are reviewing loaded data.

Add servers for Production Set processing and Conversion, increasing Production Set throughput.

Import benchmark on "intermediate servers" is 1 GB PST with zips every 2 hours.

When will support be available?

Support is available 24 hours a day, 7 days a week.

How do I report an issue?

Customers submit and track issues through Ceralon’s issue tracking system called Elementool. You will receive a login to Elementool with your Acumen support and maintenance contract.

If this system is unavailable, please email

What are expectations for time to respond to an issue?

When submitting an issue, you will be asked to select one of the following severity levels. This customer-defined severity will ensure our response time to your needs:

Critical – less than 1 hr
Critical issues typically mean that the application is down or there is an application defect that is significantly impacting a case deadline.

High – less than 4 hrs
High severity issues typically are those that cause application core functionality to be inaccessible and impact a case deadline.

Medium – less than 12 hrs
Medium severity issues are application defects that impact an active case.

Low – less than 24 hrs
Low severity issues are application enhancement requests.

What are expectations for time to resolve an issue?

Once we respond to your issue, resolution time will vary depending on the type of issue. The following list describes the most typical issues and expectations:

How-to issues. Acknowledgement by the Ceralon technical support team in the response time listed above (1 to 24 hrs depending on severity). Resolution generally by the end of the next business day.

Data issues. Ceralon technical support will begin by helping to identify a workaround until the root cause maybe addressed either by an Acumen patch or by the appropriate third-party SDK that Ceralon uses for data handling. We will strive to deliver a workaround by the end of the business day.

Acumen application defects that require a patch or new release. These are individually considered, prioritized, and worked by the Ceralon development and testing teams. Resolution typically takes 5 business days. Ceralon will make every effort to offer a work around or a Ceralon-hosted environment for processing while the patch is in progress.

Boundary System issues. Ceralon technical support will engage directly with boundary systems, like Concordance and Summation, to resolve issues. However, resolution time may be beyond Ceralon’s control if the issue resides with the boundary system.

Acumen application enhancements. Factors affecting ability and time to resolve include impact and urgency across our installed base, current resource levels, and Ceralon’s current plan of record for enhancements. If your enhancement request is a customization that’s specific to your organization, please consider retaining Ceralon’s consulting services.

How are issues prioritized?

Issues are prioritized based on the severity indicated by individual customers and by the Ceralon technical support team based on the number of customers experiencing a given issue.

Who owns an issue at any given point in the process?

The current owner for your issue may always be reached at



  Knowledge Base Updates

Lotus Notes (NSF) mail store handling in Acumen. May 2007

Fielded search guide to metadata and example values Jan 2007

Handling Outlook Express (.dbx) files with Acumen. Jan 2007

  Online Help Facility

Acumen installs with an online help facility filled with detailed procedure manuals. Use robust search and indexing powered by RoboHelp to find answers to your Acumen questions.

Visit the Acumen help facility. (beta version, login required)