Installation and Operational

Support Services

This service is targeted at the setup and configuration of a particular wireless LAN system. It is intended to be a general support service applicable to all customer environments and levels of wireless networking experience and expertise. In the absence of an Preliminary Configuration and Staging Support agreement equipment is, essentially, drop-shipped to you.

The Connect802 Configuration and Staging Service provides wireless network equipment and software support at the time of purchase; during the initial setup of a local or cloud-based wireless LAN controller or preconfiguration of equipment as required prior to installation.

In some cases Configuration and Staging may include pre-testing and pre-configuration of your equipment prior to shipment. Normally all the setup and configuratoin thatʻs required occurs after equipment is delivered and unboxed but prior to or concurrent with the start of physical access point installation.

The typical focus of the Configuration and Staging services is the setup of the Wireless LAN Controller. This may be a local, hardware controller or it may be a cloud-based 802.11 WLAN controller application. Setup may include:

• Establishing and configuring SSIDs
• Setting up AP groupings
• Configuring security parameters (WPA2, RADIUS, etc.)
• Creating a Captive Portal web login or terms-of-service page
• Mapping SSIDs to VLANS
• Configuring firewall rules
• Establishing power setting, load balancing, and channel plans

The Connect802 team will assure that your new 802.11 WiFi wireless LAN system and WLAN controller software configuration is correct, optimal, and secure.

This add-on service extends the scope and depth of the previous Preliminary Configuratoin and Staging Service and is targeted at customer environments where a need for enhanced technical expertise and support extends beyond the initial setup of a wireless LAN controller as a project moves into the actual deployment phase. If there are experienced wireless LAN support technicians on a client customerʻs staff then this service may not be required.

Installation support provides unlimited phone, email, Skype, and web conference consulting support and engineering assistance during the physical installation of equipment, controller and overall system configuration and testing, and integration into the larger Ethernet, TCP/IP, and router infrastructure. 

The Installation Technical Support period covers the 45 days following equipment delivery and an Installation Technical Support agreement requires that Preliminary Configuratoin and Staging Service was included as a basis for the Installation Support. If on-site engineering support is required itʻs provided at a discounted daily rate.

When equipment is being installed a Connect802 engineer can be at your site to support, oversee, project manage, and provide technical input at the rollout and deployment phase of the WLAN project. During an on-site Installation Support engagement Connect802 can perform real-time testing and validation of correct operation as well as being a technical resource for your installation team.

Connect802 is not an electrical contractor and does not carry a state contractorʻs license so our technicians donʻt pull the cable or mount the access points. We are an RF engineering design, consulting, and product sales team that is a resource for you during the installation of your system.

Some of the areas of concern that can be addressed through Connect802 Wireless System Installation Technical Support include:

• Decisions regarding relocating access points when the exact mounting position is in question (e.g. too close to an exit sign or fire sprinkler, cable canʻt be run through a hard-cap ceiling, a wall penetration is not practical, etc.)
• Responding to end-user concerns in real-time (e.g. nursing staff in a hospital wants to confirm that coverage is available in the NICU, the warehouse manager points out a spot where critical coverage is needed, etc.)
• The installation technician has a question regarding which type of mounting bracket is best suited to a particular mounting challenge
• An end-user manager suggests an alternative mounting location or method and the installation technician needs technical input to respond to the request.

In fact, each of the listed areas of concern represent actual situations where a Connect802 on-site installation support engineer has been instrumental in providing a technically competent response. When your project requires an on-site WiFi 802.11 wireless LAN engineering resource, "Weʻve Got You Covered!"

When youʻre implementing a wirelss bridge link across the street or between to buildings at a company site itʻs often unnecessary to engage an on-site Connect802 engineer to perform an antenna alignment. Equipment that provides point-to-point data connectivity bridging at distances less than a few thousand feet with data rates less than 1 Gbps often require nothing more than rotating the antenna so that it faces itʻs partner across the street and youʻre good to go. This is a situation that youʻll discuss with the Connect802 team as you decide if on-site WiFi 802.11 WLAN point-to-point bridge alignment services are required.

When youʻre implementing a high data-rate wireless point-to-point bridge link or when your point-to-point distance starts to approach or exceed 1 mile, youʻll need a rigorous alignment of the antennas (probably parabolic dishes or directional panels) to assure optimal performance.

Point-to-point 802.11 (or licensed frequency) wireless bridge alignment is a multi-step, intensive process. Typically a voltmeter is used to measure voltage across test points on the equipment circuit board and move the antenna to bring the value into manufacturerʻs specificed limits. Because alignment implies that both sides of the link are pointing correctly and directly at each other the process is iterative. First there is coarse alignment in the vertical and horizontal plane on one end followed by coarse alignment on the other end. The alignment process continues, going back and forth between the two ends of the point-to-point link, until both ends are within specificed voltage levels. Typically, Connect802 dispatches two engineers to perform an alignment.

The Connect802 engineer that will be dispatched to perform your point-to-point bridge link alignment has been trained in performing the procedure and has experience at numerous sites so you can be assured that the link is operating properly.

This technical support service is available following completion of Preliminary Configuration and Staging and starting 45-days following delivery of your equipment. It does not take the place of Installation Technical Support.

Once your system is installed and operational youʻll want to have the Connect802 team standing ready to prioritize your on-going technical support questions or issues. The Wireless LAN Operational Support agreement establishes this relationship.

This service is only available with the purchase of Connect802 Installation and Staging Support. Connect802 Premium Operational Support provides telephone, Skype, and web conference support (including options for remote system access) directly from a Connect802 engineer between the hours of 9:00am and 5:00pm California local time during the business week (M-F) excluding holidays. The support agreement provides a 3-hour per month entitlement with additional time (including any required on-site time) billed at a 10% discount from the standard Connect802 hourly engineering rate. Support services are available only to specifically approved individuals and not to the general end-user population. The 3-hour per month entitlement does not accrue into future months. 

The 1-year term of the Connect802 Premium Operational Support agreement begins 45 days following delivery of equipment purchased following the Installation and Staging Support period.