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Successfully pass the free certification exam at IW Academy and become a= n Infinet Certified Engineer.
The goal of this document is to give a description of the Infinet Wirele= ss Service Desk =E2=80=93 a centralized system for our users=E2=80=99 suppo= rt. The aim of the Service Desk system is to gather any type of request rec= eived from our customers, from incidents reporting, ask for help, to consul= tation requests. It can encompass everything from basic help to services re= quests for complex projects.
Our Service Desk system is provided by Atlassian suite of integrated com= ponents which facilitate our Tech Support team to: work, edit and collabora= te on issues, attach files and screenshots to issues, track their work, kee= p on top of SLAs, set up dashboards and raise requests on behalf of custome= rs.
The Service Desk portal of Infinet Wireless can be accessed at the follo= wing address: http://sd.infin= etwireless.com/servicedesk/customer/user/login. The access is allowed f= or the registered users:
Figure 1 =E2=80=93 Access the Service Desk
In case you don=E2=80=99t have a login account yet, you can:
Figure 2 =E2=80=93 Sign up for an account
The Service Desk system can be also accessed through our website h= ttp://infinetwireless.com/, going to Our Services menu and then to Serv= ice Desk submenu:
Note: The Infinet Wireless website (www.in= finetwireless.com) and the Service Desk portal have differe= nt user accounts.
All components of the Service Desk component are described below. Please= note that the Guest account can access the Support Request component only.=
= p>
(available for the Customer account= only)
This is the category you should access for any kind of technical issue e= ncountered in your Infinet Wireless network. By clicking on the Technical issues = link, you will be redirected to the a web form which allows you to send to = our Tech Support team a detailed description of your technical issue, but a= lso to attached relevant files that support your inquiry. Among other files= like print screens, diagrams etc., the diagnostic cards generated from eac= h unit involved in the case is mandatory for an efficient and effective res= olution from our Tech Support team:
Figure 4 =E2=80=93 Technical issues form
Right after pressing the Create button at the bottom of the form, the ca= se is registered in our system and you will receive an automated e-mail wit= h a reference number assigned to the case:
Figure 5 =E2=80=93 Example of automated e-mail received=
(available for the Customer account= only)
By simply adding the serial number of the unit for which you need the fa=
ctory password and by clicking the Create button at the bottom of the form,=
you will send the request to our Tech Support team which shortly thereafte=
r will send you the requested factory password to your registered e-mail ad=
dress
Figure 6 =E2=80=93 Factory password form
(available for the C= ustomer account only)
Infinet Wireless products offer enhanced flexibility in many respects. O= ne of them is licensing - by simply uploading to the unit a new license fil= e generated for the unit=E2=80=99s serial number indicated in the license r= equest form, you can:
After submitting the licens= e request to our Tech Support team, shortly thereafter you will receive an = e-mail with the new license file which can be uploaded to the unit involved= . Serial number field is mandatory, but it is recommended to fill also the = optional field, providing a short description about the parameter you need = to change after the license upgrade:
Figure 7 =E2=80=93 License request form
(available for the C= ustomer account only)
The Consultation category is dedicated to the type of inquiries listed i= n the description. Obviously, we go beyond the product seller activity and = our specialists and experts are at your service regardless that the project= is in pre-sales, or post-sales stage.
After submitting a consultation request, our Pre-Sales team will contact= you shortly thereafter via e-mail and each necessary action is then jointl= y agreed.
Initially, you must provide us with the basic information about your inq= uiry in the description field and also with relevant documents which you ca= n upload in the form, as well:
(available for the C= ustomer account only)
In case you face an unwanted situation when an Infinet Wireless unit see= ms to have a hardware fault, regardless it is still during the warranty per= iod, or after, you should fill in the RMA form and our Tech Support team wi= ll contact you shortly thereafter via e-mail and you are guided through eac= h of the steps from the initial investigation to RMA approval.
In the RM= A form, besides the problem summary and description, you can send the pictu= res of the faulty unit.Figure 19 =E2=80=93 RMA form
(available for the C= ustomer account only)
This is the category you should access for any kind of technical support= request, like specific configurations, parameters description, products sp= ecifications etc. Our Tech Support team will help you in the shortest possi= ble time with your request, based on the information submitted in the suppo= rt request form. In case of further necessary information, the Tech Support= Engineer will request it and will be in contact with you until the case cl= osure.
Figure 10 =E2=80=93 Support request form
A list of all your requests is available in the Service Desk system. You= can review the reference number and the status of each request in the dash= board:
Figure 18 =E2=80=93 Requests list