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Wireless support for mid size firm

Posted on 2006-11-21
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Last Modified: 2010-04-10
I would like to find out how people are offering support for multiple mobile users? Does anyone have an outline of what is working well in their enviroment? What is the average time you would spend to get a user connected and what is the success rate? What are the the areas where you would decline support? How are you supporting home wireless routers with firewalls and encryption?

I am looking to offer future support for a large number of mobile users - laptop users with internal wifi cards. Any suggestions or input would be helpful.

Thanks in advance,
Dave
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Question by:UnitedPres
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by:darrenakin
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Dave, I have been deploying Motorola Canopy solutions in my area and it works great. I am not sure if this is what you are asking, I am referring more to the ISP end of things. Sorry can you be a little more specific on your needs:)
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by:UnitedPres
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I have serveral laptop users that I am looking to support connecting to remote public wifi access points or home routers. I hope this is a little more specific to what my questions are regarding.
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darrenakin earned 500 total points
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Sure, the public Wifi access points that I have found to work the best are http://www.dlink.com/products/?sec=2&pid=402 they are easy to setup but most important if you are doing Hotspots you can control the frontend screen that the users see. This is important for control and you do not have to pay a third party like Boingo to handle it for you. As for the Home Wireless Routers and Access points I prefer the linksys products for the home use. Here is the router I prefer http://www.newegg.com/Product/Product.asp?Item=N82E16833124052 , very easy to setup and maintain, secure and puts out a good signal. The APs are http://www.newegg.com/Product/Product.asp?Item=N82E16833124015R

Your Question: What is the average time you would spend to get a user connected and what is the success rate?

Answer: Average time apx. 1 Hour and the success rate is 100%

Question: What are the the areas where you would decline support?

Answer: NONE, If you can supply the backbone to the wireless device, you can make it all work with ease.

Question:How are you supporting home wireless routers with firewalls and encryption?

Answer: Implement the strongest form of wireless encryption available for your Wireless Application Protocol (WAP). If your WAP does not support Wi-Fi Protected Access (WPA) or WPA2, it is still better to enable the Wired Equivalent Privacy (WEP) security protocol than to have no encryption at all. But if you do implement WEP, be sure to regularly modify the WEP key to protect against attacks against the WEP key.
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by:UnitedPres
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You have answered my questions but, I do want to add the support for when they are not at home. Say for instance in a hotel in Africa or a Coffee shop in China and are trying to connect? Do you take these types of support calls also and what about timing and support in these senarios?

Thanks for your input,
Dave
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by:darrenakin
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We take all sorts of support calls, small charge and loyal customers dont mind paying. If it is after hours we have another # for business clients to call but we will not support the home user after hours. It is not that the home user is not important, we just focus 24 Hour support on our business customers. Our response time on a call like you are referring to is apx. 1 hour.
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by:UnitedPres
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Thanks Darren,

This gives me a good amount of information to setup a support model for wifi in our enviroment.

Cheers,
Dave
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