| Guest Support Services (866) 482-3666 |
| Guest Support Service for resort guests is provided by our 24 x 7 call center and consists of troubleshooting steps such as: |
| Basic Wi-Fi card driver help - The Call Center will attempt to determine if the End-User has a working Wi-Fi Card that is locating a Wireless Signal using guidelines set for the most common types of Wi-Fi Cards. |
| SSID configuration - The Call Center will verify what the correct SSID is for the location that an End-User is accessing as well as verify that the End-User has the correct SSID set in their Network Connection, using a basic guideline developed for the most common operating systems, and the most common Wi-Fi cards. |
| Login difficulties - The Call Center will review with the End-User the correct format for the username on the log in pages. The Call Center will attempt to verify that the correct settings are enabled in the End-Users Browser, and verify that the End-User is not using security software that may be blocking access. |
| Location specific coverage issues - The Call Center will verify the Location details of the Hotspot that the End-User is accessing, and will direct the End User to any specific coverage location(s) that is listed in the database. |
| E-mail - The Call Center will provide the End-User with the settings needed to send and receive email over a wireless connection using the most common email programs. |
| VPN issues - The Call Center will help an End-User set up a new VPN connection using the most common guidelines. The Call Center will direct the end-user to their own Network Administrator for any settings on an existing VPN that the end-user is trying to access. |
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| 24x7 Guest Services Scope of work – Tier I and Tier II |
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| Tier I support definition and scope of work: responsible for issues that are related to the guest’s PC and in-room devices. Specifically: |
Most popular Desktop Operating Systems
(Device status, networking functionality): |
Desktop Applications: |
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Microsoft Windows 2000/2003 family |
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Microsoft Windows XP |
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Microsoft Windows Vista |
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Microsoft Windows 7 |
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Apple OS X |
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Apple OS Snow Leopard |
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Web Browsers |
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E-mail clients |
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VPN |
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| Networking (LAN) Verification: |
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Gateway status/availability (Server is ONLINE) |
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Packet loss to gateway |
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Network component availability (Switches, CMTS) |
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| Non-PC Device setup |
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iPad, iPod, etc. |
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iPhone and Smartphones |
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Gaming stations (Xbox, PS2) (bandwidth limitation) |
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| Tier II agents will service all tickets escalated from Tier 1 and try to find a solution to the customer’s problem on their own or through resources available to them including Tier III technicians. |
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| Tier II TSEs are responsible for the entire Tier I scope and the following: |
| Network Administration |
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WLAN/LAN Availability (power cycle AP, Switches, Server, ISP-CPE once) |
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Server/Gateway status/availability |
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Authentication issues (Meeting Rooms) |
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ISP availability and service verification (packet loss, trace routes) |
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Failure analysis (Trouble sites) |
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Wireless Coverage testing |
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Line Testing (CAT-5,CAT-3,xDSL) |
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AP Troubleshooting (AP good/bad) |
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Meeting Room Troubleshooting |
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Network Configuration and Verification |
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Network management tools to test network connections (packet loss) |
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Check Hardware(WAP, Switches) firmware and configurations |
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Patch gateways thru the tools provided by clients |
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| For more information on our Guest Support, please call us at (888) 228-7124 or sales@eccowireless.com |
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