Customer Support

Including help desk for technical assistance.

Table of contents

CS1.0 Helpdesk

A helpdesk dedicated to support users on technical and user related errors on handheld ICT equipment. The helpdesk can give both hands-on support and guidance how to solve problems. There will be a reception with scheduled opening hours and a ticketing system to make sure that all issues will be properly handled. The helpdesk will be available for humanitarian workers from UN agencies and NGOs.

Standard/Optional service: Standard

Activation time: 1st week

Establishing a pre-determined help desk system that provides basic ICT support services related to the provided ETC services (connecting to the network, printers) on best effort basis.

Purpose Humanitarian workers need support to solve technical errors on laptops, cell/smart phones, cameras and GPS devices. They also need support with correct usage of equipment.
Description A helpdesk dedicated to support users on technical and user related errors on handheld ICT equipment. The helpdesk can give both hands-on support and guidance how to solve problems. There will be a reception with scheduled opening hours and a ticketing system to make sure that all issues will be properly handled. The helpdesk will be available for humanitarian workers from UN agencies and NGOs.
Service Description Status  Final
Standard features - Assist users with connecting to the ETC network - Support users on hardware and software related errors - Installation of software - Assist users with connecting to a printer - Guide users on how to use scanners and copy machines - Guide users on how to use common software e.g. Word, Excel, PowerPoint - Erase viruses from computers and external memory devices - Assist with downloading coordinates from GPS to computer - Assist with downloading photos from camera to computer
Details of service level  Not applicable
Activation trigger  Emergency declared and ETC activated
Deactivation trigger  Emergency project completed and services are decommissioned or hand-over arrangements established (MOU)
Time for service delivery after activation  First week
Dependencies Voice and Data services at least level D1.0 and D2.0 established.
Responsibilities of service recipients  - Recipients need to provide chargers/batteries for devices and cables/software to connect cameras and GPS devices to a laptop.
- Recipients need to provide valid license keys for any licensed software to be installed.
Specifications for end-user terminals  - PC with Windows XP, Vista or 7
- Microsoft Office 2003-2010
- Blackberry, iPhone, Windows Phone, Android phones
- Other brands, models and soft wares are supported on a best effort basis.
- Cameras and GPS devices are supported on a best effort basis due to the huge amount of brands and models available.
Cost to service recipients  No cost of the service during the project
Technical support  Not applicable
Maintenance arrangements  Not applicable
Name of provider(s)  Swedish Civil Contingencies Agency (MSB)

 

CS2.0 Basic Business Services

A centralized service that provides access to printer, scanner, copy machine and fax machine. Standard A4 paper and toner/ink is included. Service is available for staff from UN Agencies and NGOs.

Standard/Optional service: Standard

Activation time: 1st week

Basic business services including basic printing, scanning, copying and fax services.

Purpose Humanitarian workers need facilities that allow them to print, scan, copy and fax documents.
Description A centralized service that provides access to printer, scanner, copy machine and fax machine. Standard A4 paper and toner/ink is included. Service is available for staff from UN Agencies and NGOs.
Service Description Status  Final
Standard features
- Provision of b/w printer size A4 - Provision of scanner size A4 - Provision of b/w copy machine size A4 - Assist users to connect to a printer - Provision of fax machine size A4
Activation trigger  Emergency declared and ETC activated
Deactivation trigger  Emergency project completed and services are decommissioned or hand-over arrangements established (MOU)
Time for service delivery after activation  First week
Dependencies Voice and Data services at least level D1.0 and D2.0 established.
Responsibilities of service recipients  NA
Specifications for end-user terminals  Service recipients need to save and bring digital files on standard media e.g. CD/DVD or external memory devices with USB 1.0 or 2.0 connections.
Cost to service recipients  No cost of the service during the project
Technical support  Customer service 1.0 help desk
Maintenance arrangements  Not applicable

CS3.0 Large scale printing, copying and scanning facility

A centralized service that provides access to printer and scanner size A3. Standard A3 paper and toner/ink is included. Service is available for staff from UN Agencies and from NGOs.

Standard/Optional service: Optional

Activation time: 3rd week

Large scale printing and scanning facility (larger than A4 format)

Purpose Humanitarian workers need facilities that allow them to print, copy or scan documents larger than A4
Description A centralized service that provides access to printer and scanner size A3. Standard A3 paper and toner/ink is included. Service is available for staff from UN Agencies and from NGOs.
Service Description Status  Final
Standard features
- Provision of b/w printer size A3 - Provision of scanner size A3 - Provision of b/w copy machine size A3
Optional features - Provision of colour printer size A3 - Provision of colour copy machine size A3
Activation trigger  Service requested from one or more organizations.
Deactivation trigger  Emergency project completed and services are decommissioned or hand-over arrangements established (MOU)
Time for service delivery after activation  Third week
Dependencies Voice and data services at least level D1.1 and D2.1 established. Customer Service 1.0 established.
Responsibilities of service recipients  NA
Specifications for end-user terminals  Service recipients need to save and bring digital files on standard media e.g. CD/DVD or external memory devices with USB 1.0 or 2.0 connections.
Cost to service recipients  On cost recovery
Technical support  Customer service 1.0 help desk
Maintenance arrangements  NA

CS4.0 Charging Station

A centralized service that provides access to 230V EU type power outlets.

Standard/Optional service: Optional

Activation time: 1st week

Charging station for portable devices such as laptops, tablets and mobile phones. 230v EU type power outlets will be provided.

Purpose Humanitarian workers need to charge batteries in portable devices such as laptops and mobile phones.
Description A centralized service that provides access to 230V EU type power outlets.
Service Description Status  Final
Standard features Provision of 230V EU power outlets
Activation trigger  Emergency declared and no reliable electrical power available.
Deactivation trigger  Emergency project completed and services are decommissioned or hand-over arrangements established (MOU) or reliable electrical power established.
Time for service delivery after activation  First week
Dependencies Voice and data services at least level D1.1 and D2.1 established. Customer Service 1.0 established.
Responsibilities of service recipients  Service recipients need to bring chargers for devices.
Cost to service recipients  No cost of service during project.
Technical support  Customer service 1.0 help desk
Maintenance arrangements  NA