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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.
 
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:
  Microsoft Windows 2000/2003 family
  Microsoft Windows XP
  Microsoft Windows Vista
  Microsoft Windows 7
  Apple OS X
  Apple OS Snow Leopard
  Web Browsers
  E-mail clients
  VPN
Networking (LAN) Verification:  
  Gateway status/availability (Server is ONLINE)
  Packet loss to gateway
  Network component availability (Switches, CMTS)
     
Non-PC Device setup  
  iPad, iPod, etc.
   iPhone and Smartphones
  Gaming stations (Xbox, PS2) (bandwidth limitation)
 
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
  WLAN/LAN Availability (power cycle AP, Switches, Server, ISP-CPE once)
  Server/Gateway status/availability
  Authentication issues (Meeting Rooms)
  ISP availability and service verification (packet loss, trace routes)
  Failure analysis (Trouble sites)
  Wireless Coverage testing
  Line Testing (CAT-5,CAT-3,xDSL)
  AP Troubleshooting (AP good/bad)
  Meeting Room Troubleshooting
  Network Configuration and Verification
  Network management tools to test network connections (packet loss)
  Check Hardware(WAP, Switches) firmware and configurations
  Patch gateways thru the tools provided by clients
     
For more information on our Guest Support, please call us at (888) 228-7124 or sales@eccowireless.com
 
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