Support boundaries
Although we are here to do our best to get you online, the Karoo Technical
Helpdesk work within a series of Support Boundaries to ensure that all analysts
on the Helpdesk are offering a consistent and appropriate level of support to
our customers. There are many different internet related products and services
that we support; and we would like to define exactly what these are. Generally,
a degree of common sense can be applied to determine what we support, e.g.
we can help set up a Karoo e-mail account, but cannot help set up Hotmail etc.
A summary of our support boundaries is as follows:
Operating systems – We will troubleshoot internet related issues on in-life
(products still supported by the manufacturer) versions of Windows and
Apple-Mac. Linux is not supported.
Modems and routers – We will support modems and routers supplied by
Kingston Communications, but can only give configuration settings for any
device not supplied by ourselves.
Networking – We can help set up a working connection between one
computer and a router supplied by Kingston Communications. We can also
give help setting up a wireless connection to the Netgear router and help with
installing the Netgear wireless dongle.
E-mail – We can help set up and troubleshoot Karoo e-mail accounts on
Windows and Apple-Mac. We will not support setting up an account on a
mobile or other such devices, or an email account with another provider.
Web access – We can troubleshoot browsing issues in Internet Explorer, Firefox
and Safari. For software problems, you will be referred to the Manufacturer
Games consoles and games – We do not support games consoles or games.
You will be referred to the manufacturer.
Security software – We do not support security software. For any security
related problems, you will need to contact the manufacturer.
Webspace – We can give settings for the upload of information/webpages to
your webspace. We do not support the design or creation of webpages, or
websites hosted with third party companies.
Instant messenger services – We do not support these, other than to say they
are fully compatible with the Karoo service.
