24 x 7 GUEST SUPPORT

Guest Support Services

Hotel Internet Services’ Guest Support Service for hotel guests is provided by our 24 x 7 call center and consists of troubleshooting steps such as:

Basic Wi-Fi card driver help - The HIS 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 HIS 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 Hotel Internet Services Call Center will review with the End-User the correct format for the username on the log in pages. The HIS 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 HIS 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 HIS 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.

24x7 Guest Services Scope of work – Tier I and Tier II

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):

• Microsoft Windows 9x/Me
• Microsoft Windows 2000/2003 family
• Microsoft Windows XP
• Microsoft Vista
• Apple OS 9
• Apple OS X

Desktop Applications:

• Web Browsers
• E-mail clients
• VPN

Networking (LAN) Verification:

• Gateway status/availability (Server is ONLINE)
• Packet loss to gateway
• Network component availability (Switches, CMTS)

In Room Network hardware

• CPE status and cabling (xDSL, Coax, WiFi bridges)
• WiFi availability
• GAD (WiFi Bridge) setup and testing

Non-PC Device setup

• PDA’s and Pocket PC (iPAQ, Palm)
• Intelligent Phones (iPhone)
• Gaming stations (Xbox, PS2)

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.

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

Reports

These reports will be provided.