Help Desk
 Velocedge maintains a Help Desk with toll free access support during regular business
hours from 8:00am to 8:00pm Eastern Time. This Help Desk is available for Field
Support personnel during installation and the Site Coordinator at each of the customer's
sites. Velocedge provides additional staff during the initial broadcasts to make sure
there is sufficient coverage in the early stages of the network. Velocedge requests that
it be provided with one complete set of downlink site hardware and software so it may
duplicate and monitor each broadcast.
 Velocedge provides a single toll-free telephone number for all site questions and
problems regarding the IDL site operation. It will identify the problem and work with the
client to resolve the issue. Rectification varies depending on the exact nature of the
problem. If its with the PC hardware, monitor, satellite receiver or antenna,
Velocedge communicates the site details and instructions necessary to fix the problem to
the satellite provider or the system integrator and if necessary, dispatch their
appropriate field service agent. Velocedge will determine if a signal is being received
from the satellite, but backhaul and uplink problems are resolved by The satellite
provider’s staff.
PC hardware
If the problem is with the PC hardware, Velocedge diagnoses the problem and contact the
systems integrator or other appropriate hardware support group and tell them what the
problem is and what is necessary to solve it. Velocedge also e-mails the appropriate
details to the integrator for further contact with the customer if necessary.
Application (Remote Site Operation)
Regarding problems with the operation of the remote site software, Velocedge walks the
Site Coordinator through process in question. It also directs the site coordinator to any
appropriate desktop animation that may provide further clarification or to the knowledge
base and FAQs located on the CCU's desktop.
ISP connectivity
If the site is having trouble with their internet connection, Velocedge troubleshoots
connection problems, resolves logon/password conflicts, and contacts the internet service
provider to resolve any outstanding issues.
Web based applications
Velocedge has created a number of applications to aid the Site Coordinator with the
management of the site operation. It familiarizes the Site Coordinator through the
registration, maintenance processes and clarifies any questions or problems they are
having. It also directs the site coordinator to any appropriate desktop animation that may
provide further clarification or to the knowledge base and FAQs located on the
desktop.
Site Coordinator Communication
Velocedge maintains communication with the Site Coordinators through e-mail to notify
them of any pending changes or upgrades. It will also update the repository of support
materials and documentation from time to time. Site Coordinators can additionally use the
built-in e-mail client to resolve non-time critical issues.
Remote Control
For those problems that can't be resolved quickly, Velocedge connects to the customer's
PC and takes remote control of its keyboard, screen, and mouse to understand the exact
nature of the problem. It also uses this remote control software to initiate off-hour
software upgrades and file transfers necessary to keep the software current.
Pre-Installation Support
To support its customers in the preparation for installation of the remote sites,
Velocedge works with systems integrators to proactively set up the remote site computer to be as
trouble free as possible before shipment to the customer site. This will include:
Pre-configured and tested PC
Velocedge makes sure the operating system software and interactivity
applications are configured
to Velocedge specifications. Velocedge then builds a disk image exactly as the software
should be configured. This disk image is sent to the systems integrator so they can make
exact copies for all subsequent computers delivered to the customer. Velocedge works with
the systems integrator throughout the entire testing phase.
Additional Software configuration
Velocedge installs additional application software, help files, computer animation, and
remote control applications in addition to the software. This ensures the necessary
support software is loaded on the computer so it is as easy to use and maintain as
possible before it is delivered to the customer.
Customized automated installation programs
To make sure that the final installation process is as simple as possible, Velocedge
has written special installation routines that automatically update the appropriate
software with specific site names, e-mail addresses, internet service provider logon IDs,
passwords, local internet access numbers, and other information unique to the site. Field
service personnel only need to enter the basic information once in a simple dialog box and
the installation program updates the appropriate programs and registry files
automatically.
Pre-loaded help and animation
To assist the customer's site coordinator, Velocedge has developed a variety of help
files that are stored locally on the PC in standard web format. All the site personnel
need to do is click on the "Help" icon on their PC desktop and this information
is immediately presented in a standard web browser. Additionally, an animated tour of each application can take the Site Coordinator through the selected process
with voice and screen animation.
Site Coordinator responsibilities manual
Velocedge provides an electronic version of the Site Coordinator's manual as part of
the desktop application. This manual describes the general responsibilities of the Site
Coordinator before, during, and after each broadcast. The Site Coordinator manual also
includes a checklist that the Site Coordinator may follow to help ensure each broadcast is
a successful one. The manual may be modified by the customer to fit the specific needs of
its own operation.
Local recovery utility
In the event there is a catastrophic software failure, Velocedge creates a backup disk
image of the configured software on the system. Using the recovery diskette provided with
the application software, the Site Coordinator can easily restore the system to its original operating
state.
These additional steps are critical for an error free setup and quick training of the
Site Coordinator. Velocedge strongly recommends that these resources be installed on every
system, even if it means retrofitting systems that have already been configured.
Installation Support
Velocedge suggests the customers ship the PCs to each site and its field support
personnel will unpack the equipment, check for damage, and install the satellite antenna,
receiver, monitor, application software, and student response devices. When all equipment has been installed,
connected, and powered up, they will run the automated configuration program and prepare
for a field test.
This field test includes connecting to the internet through a local internet service
provider or LAN, logging on to the customer's Host, and verifying that the
remote site is connecting to the Communications
Server and transmitting information to and from the Instructor's console. This process will test:
- Connection to the internet service provider
- Connection to Communications Server
- Data connection to Instructor's console
- Audio communication
To
complete the installation process, Field Service personnel calls the Help Desk to verify
that the system is working properly and communicate any additional site specific
information so it may be stored in our database.
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