Extended Services Support Guidelines

EXTENDED SERVICES SUPPORT GUIDELINES

Revised Oct 2009

DESCRIPTION: The Extended Services Desk provides fee-based support for software installation, hardware or network configurations and provides diagnostic troubleshooting.

PHONE NUMBER: Extended Services can be reached at 800-935-6634. Messages can be left for a callback, or you can wait for the next available analyst during business hours.

HOURS OF OPERATION: The desk is opened Monday through Friday from 10am to 6pm eastern time, closed on all major holidays. Voicemail messages can be left at any time for a follow up by the next available agent.

FEES: There is a $1.95 per minute charge for installation assistance, billable to the customer’s Apollo PIN number. When a call is made to the Extended Services Desk, an analyst will obtain approval for PIN billing and determine whether they can assist. If the analyst can assist, the duration of the call will be billed at the rate of $1.95 per minute (minus hold times and unusual or excessive research time).

CUSTOMER RECOMMENDATIONS: Prior to contacting Extended Services, it is recommended that the customer reviews existing informational resources that are available at no charge. These resources include the Travelport web sites, APS web site and your software or hardware vendor’s documentation

LIMITATIONS: While the Extended Services staff is very knowledgeable with respect to certain applications, we make no warranty with respect to installation or the performance of the third party software. Our provision of support services does not imply that results will be met. Results can be greatly affected by what other software programs are loaded and the type of hardware. We do not represent any third party vendors and the customer is responsible to ensure all licensing agreements and restrictions are met, including meeting the provisions of their Galileo contract.

These are the general support guidelines for the Atlanta Extended Services Desk. These guidelines should provide consistency and set support expectations for both internal and external customers. Please keep in mind these are general guidelines. Each Technical Support Analyst may exercise judgment in handling these calls based on the caller’s intent, level of expertise, and ability to follow instructions.

General Areas of Support

Focalpoint Installations: This includes installs on Windows 9x, Me, 2000, XP and Windows Vista.

Focalpoint Print Manager Installs and Configuration: This is for customers requiring additional support beyond the provided documentation, or advanced configurations.

FocalpointNet Single User Installs: These calls may be referred to Extended Services if the customer has a unique platform or requires special configuration. All software and installation instructions are downloadable from the support web sites.

FocalpointNet : Due to the complexity of support, any install/reinstall of software (Focalpoint 3.5/Galileo Desktop, Extranet Access Client, Galileo Print Manager) or higher level diagnostics for problems will be handled by Extended Services and is fully billable. Some router configuration changes may be necessary and we will work with the Internet provider on a case by case basis to resolve connection issues, which could also be billable.

WebEx: WebEx is a powerful Internet-based tool used to diagnose problems, or for our analysts to perform installation/troubleshooting tasks if the caller is unable. Calls that require using WebEx to resolve a customer issue can be billable.

Internet Access/“Route Add”: Though we do not provide assistance with loading any Internet Service Providers, we do provide assistance with modifying the Apollo workstation to access both the Internet and Apollo via a “route add” command for customer provided 3rd party Internet access.

Modems: No support is provided for modem installations. These calls will be referred to the modem manufacturer.

Printers: No installation support is provided for Apollo ATB ticket printers. Hardware failures of ATB ticket printers must be resolved by contacting Versitec at 800-224-3475. Limited support is provided for 3rd party printers used for Apollo functions. Basic printer sharing/connecting for most printers is handled by the Software Desk at the NAHD. Loading print drivers for 3rd party printers and network-related questions may be handled by Extended Services or referred to the printer vendor.

Routers: Extended Services will provide troubleshooting support for customer-purchased SMC routers, or other approved routers that will work with FocalpointNet. The Advanced Product Specialist Website gives details for the installation and configuration of approved and supported routers. http://support.galileo.com/SGC/APS/Product+Support/focpntlSePi/

Firewalls: Documentation for firewalls and anti-virus software are provided on the Advanced Product Specialist Website. If additional assistance is needed, Extended Services would be a billable option for the agency.

Software Installation: Installation of most 3rd party software applications on a Windows platform will be referred to the software vendor, except problems or issues as they relate to Focalpoint or Apollo access.

Unmanaged VPN: Support is provided for customers who have set up their own network. 3rd tier support from a system Engineer or Advanced Solutions Manager/APS may be needed and their time will be billed also.

** If you need service before or after Extended Services business hours (10am-6pm Eastern time) or on the weekend, call Extended Services to arrange a specific appointment time. Our staff can be very flexible and will make every attempt to accommodate your needs.