Tucasi

[synaesthesia]

Anyone else having issues with Tucasi recently? We've been without a payment system for over a week now and their support can't appear to be bothered to answer emails let alone the phone, who's queues seem to be longer than anyone cares to wait for. Feels like they're being manned by one person.

[Joanne]

Oh no.... I'm meant to be doing a migration to the cloud this afternoon!! (Having never seen / heard / know anything about this before)

 

This is a bad omen!

[SecretSquirral]

This is completely unacceptable, I can't believe that please can you PM?

[synaesthesia]

Hopefully it's in hand; migration failed, several days of downtime and promises of calls back and emails not answered, got through on phone today and someone rolled us back to the old version which is giving users errors all over the place so back to square one

[Joanne]

I fell over at the creation of an online admin because the SBM already had one, but didn't know the password. The password reset link never came through. I rang them (took 40 mins to get through) and the guy on the phone was very apologetic and explained that they e-mailed all schools about this being their last chance, but in hindsight they should have done it in stages!! Jeez Louise.

[kennysarmy]

We've been trying to get our test migration to work for four months.

 

I've got to the point where if I don't get a reply to my emails within 48 hours I keep resending them each and every day until someone does respond.

 

We've tried the test migration on the server four times now and every time it fails and I have to wait for them to say they've updated the tool!

 

To cap it all we then got a shirty email from them saying if we did n't get our migration sorted by June we'd risk losing all our data!!!

 

I think they are having SERIOUS problems!

 

Is there an alternative?

[LeMarchand]

the guy on the phone was very apologetic and explained that they e-mailed all schools about this being their last chance, but in hindsight they should have done it in stages!! Jeez Louise.

 

Last chance for what? One of my schools still on the "non-cloud" version.

[synaesthesia]

Not sure as yet, not something we've ever looked at but I'm absolutely sure we'll be looking elsewhere soon. I'm certain contracts, if any won't matter as they have clearly broken them. Support are helpful when you do get through but that is just far, far too difficult and things only seem to get done when you shout loud enough, publicly enough.

[Joanne]

Last chance for what? One of my schools still on the "non-cloud" version.

 

He mumbled something about GDPR, but the lady at this school was worried that their working offline system would stop working :/

[LeMarchand]

He mumbled something about GDPR, but the lady at this school was worried that their working offline system would stop working :/

 

Hmmmm... I won't panic then!

 

We've been trying to get our test migration to work for four months.

 

I've got one school that was an early adopter. For months they had to turn on a particular computer and SCO on it before it could be used on other machines .

 

One has just migrated. Test failed (possibly because it took so long that it hadn't finished by the time the server rebooted for updates overnight). Took them weeks to get back to us, even though they were sending "you need to get this done" emails to us, and then they announced they'd fixed it - somehow without any remote access. The migration took hours, as did setting up the client on the first machine. Why this isn't an msi and why we need a client for a "cloud" product, I don't know.

 

The third is still on 2.3. Maybe they should stick to it!

[Joanne]

I might not rush doing this then if there are so many issues!

[IrritableTech]

I started the process of migrating back in February and it's still not completed. Tucasi support seem to be impossible to contact. We're looking at alternative products.

[SecretSquirral]

Hi,

 

<>

 

Unfortunately the 2.3 version of Tucasi SCO uses a protocol called TLS1.0 which from the end of June will no longer be allowed to be used under the Payment Card Industry guidelines so there will be functionality lost this is outside our control. We have migrated the majority of sites across but there are still many pending that we are calling and emailing.

 

In regards to 2.3 GDPR compliance but you would need to do a lot of manual work to: delete someone, provide information under an info request, manually remove data following the expiration of your retention period etc. but it be manual and the schools would need to put manual controls and processes in place; not easy, nice and potentially not compliant. Whereas, 2.4 will have this functionality either by default or as a click of a button or two, this is currently being rolled out to our customers.

 

The driving force is that following end of June online payments, communications and parents evening will not be available to 2.3 customers.

 

We have a large and increasing team for customer support plus a dedicated migrations team (option 2) but if things are not progressing then PM me and I will see if I can help. There is a back log of failed test migrations that every available technician and developer are working through them, these are usually inconstancy errors in the data (opening and closing balances not matching which can be fixed once the error identified).

[LeMarchand]

Unfortunately the 2.3 version of Tucasi SCO uses a protocol called TLS1.0 which from the end of June will no longer be allowed to be used under the Payment Card Industry guidelines so there will be functionality lost this is outside our control.

 

 

Best I speak to that school...

[kennysarmy]

Hi,

 

<>

 

Unfortunately the 2.3 version of Tucasi SCO uses a protocol called TLS1.0 which from the end of June will no longer be allowed to be used under the Payment Card Industry guidelines so there will be functionality lost this is outside our control. We have migrated the majority of sites across but there are still many pending that we are calling and emailing.

 

In regards to 2.3 GDPR compliance but you would need to do a lot of manual work to: delete someone, provide information under an info request, manually remove data following the expiration of your retention period etc. but it be manual and the schools would need to put manual controls and processes in place; not easy, nice and potentially not compliant. Whereas, 2.4 will have this functionality either by default or as a click of a button or two, this is currently being rolled out to our customers.

 

The driving force is that following end of June online payments, communications and parents evening will not be available to 2.3 customers.

 

We have a large and increasing team for customer support plus a dedicated migrations team (option 2) but if things are not progressing then PM me and I will see if I can help. There is a back log of failed test migrations that every available technician and developer are working through them, these are usually inconstancy errors in the data (opening and closing balances not matching which can be fixed once the error identified).

 

Four Months?

Four test migrations!

Seems our errors are not being correctly identified or fixed!

[synaesthesia]

@SecretSquirral ; still haven't received that promised call back, and if that's the case that gives us very little time to get things either fixed or a new provider found.

[Patrick]

Seems I was very lucky! Migrated one school and it went very smoothly. Got a few more to do so no doubt they will go belly up!

[Helen25]

I migrated yesterday & you can all swear at me as I was on the phone to the migrations team for the best part of the day!

Still having teething troubles but so far got at least two users working in each school, so fairly happy bunny.

[webby74]

We migrated this week too. Several calls that took well over an hour before someone answered. I understand from reading this thread that they are very busy, but for us the total lack of communication on progress has been terrible. A simple email to explain this would of helped!

 

We had major issues over the past few weeks (on 2.3) with parents online balances not updating with purchases. Parents complaining about their children going without food, because their money had run out and parents were unaware. Our finance team were inundated with calls and emails. The solution was to upgrade, and so far it does seem to be running well and no complaints.

[SecretSquirral]

Hi,

 

<>

 

Most sites have migrated and haven't needed to contact support at all. The most frequent requests are for lost SCO Admin passwords (prime contacts have moved on so didn't get the email) not being able to find the new client installer, that people are calling about. @synaesthesia has really been let down and I am honestly not aware of anyone else suffering in this way.

 

About 15 - 20 sites are successfully migrating per day, if and when a live migration fails it is a case of dropping what we're doing to get them up and running again as soon as possible but these are thankfully very few and far between. The test migrations allow us to fix the issues prior to sites attempting to perform the Live Migration during which SCO is unavailable until after it completes successfully so are very time sensitive.

 

All 2.3 customers with online services should have received an email (except people that have "unsubscribed" from emails) detailing the need to migrate, so please do at least attempt the test migration as soon as possible. This is nothing to do with GDPR but PCI TLS1.0 so please please do migrate as soon as possible.

[kennysarmy]

Hi,

 

<>

 

Most sites have migrated and haven't needed to contact support at all. The most frequent requests are for lost SCO Admin passwords (prime contacts have moved on so didn't get the email) not being able to find the new client installer, that people are calling about. @synaesthesia has really been let down and I am honestly not aware of anyone else suffering in this way.

 

About 15 - 20 sites are successfully migrating per day, if and when a live migration fails it is a case of dropping what we're doing to get them up and running again as soon as possible but these are thankfully very few and far between. The test migrations allow us to fix the issues prior to sites attempting to perform the Live Migration during which SCO is unavailable until after it completes successfully so are very time sensitive.

 

All 2.3 customers with online services should have received an email (except people that have "unsubscribed" from emails) detailing the need to migrate, so please do at least attempt the test migration as soon as possible. This is nothing to do with GDPR but PCI TLS1.0 so please please do migrate as soon as possible.

 

I'd love to migrate and have attempted the test on the Server four times!

Why are MY issues not being fixed?

 

First failed test was back on the 12th JANUARY it then took 23 emails before the second test was asked for in mid MARCH, a further eight emails before we were asked to run it again in APRIL and a further 15 emails before we were asked to run it this week!

 

If the person I am emailing is being slow to respond and help, please DM me an email address of someone who is prepared to help!

[synaesthesia]

Looks like we're getting somewhere here at least, test is running currently but at least we have a usable SCO; only issue now is that all our online payment via ScoPay have gone, and the queue on the phone is silly long Lots of miffed parents unable to pay for trips & dinner money.

Thanks to @SecretSquirral for getting the main chunk resolved. I suspect some people will be looking for assurances that future support levels improve, i know our senior team will be.

[SecretSquirral]

@synaesthesia I am glad you've moved forward a little.

 

 

"I suspect some people will be looking for assurances that future support levels improve, i know our senior team will be."

Absolutely, I am certainly one of them! We are working hard on this, the future is looking much rosier but I will be in touch rather than on edugeek.

[Oaktech]

Phone wait times have gone up recently, I assume Tucasi are either V Busy, or have downsized support.

 

I was a pretty early adopter and I was seriously glad to be rid of the local instance. It's all been smooth for us once we got online users sorted out, but that was only one phone call.

 

I can only suggest everyone who is having issues continues to make a nuisance of themselves until it's sorted!

[synaesthesia]

Hopefully they shouldn't need to; they are genuinely apologetic, and as people who also provide a service to end users it's easy to understand when things go south. Just need to work through this patch hopefully!