Overview

You would like to get to know the full size of our database for determining proper server hosting capacity, such as when migrating to Kayako On-Premise.

Solution

To determine your database size, we will need to create a backup of your database. Please submit a request providing the following details:

• The name of the Kayako Classic OnDemand instance that you are requesting the database size for (e.g. sniper.kayako.com)
• Either one of the following pieces of information to ensure we are only processing a request from an authorized person:
  1. Copy of the previously paid invoice. (attached to your ticket)
  2. Or, billing email address and mailing address registered on the account.

Once the backup is ready, an agent will inform you of the size of your database and its attachments.

<supportagent>Agents only:

1. Follow the steps in the Requesting a Database Backup of Your Kayako Classic Ondemand Instance article to request a full backup of their instance.
2. Once you receive the links, decompress the files and check the total size of the instance (database + attachments). If you face issues decompressing the files, ask for the support of the SaaS team member that created the backup as a comment in the JIRA ticket.
3. Inform the customer of the total size of the database, reminding him that it contains all data existing in their helpdesk such as:
   
   • Existing Tickets, their attachments, and their notes.
   • Information of all users registered in their system (email address, profile information, etc).
   • Knowledgebase articles from the Help Center along with the files attached to them and etc.

</supportagent>