Category: Tengo

It has recently been brought to my attention that L1’s have been making changes to Colubrus AP’s and possibly other equipment.

While these changes may be made to help guests connect or as an attempt to move issues along faster on VIP calls, L1’s ARE NOT authorized to make ANY changes to equipment settings. If you feel a change needs to be made, document it in the ticket and escalate to an L2.

We recently had a location go almost completely offline because someone changed the channel on a WDS linked node (bringing down the rest of the location). This drove a substantial number of calls in a short period of time this morning.

Failure to follow process will result in additional coaching, training, and/or disciplinary action.

If there is ever a question if what you are doing falls in your scope consult CARE, a teamlead, or an L2.

Thanks,

George

Locations:

In order to provide Guest Support agents a warning for possible incoming calls from locations where a node has been rebooted, be sure to do the following.

**Every time you reboot a node, make a note in the Tengo/CW Support Group chat letting them know that “node/AP XYZ @ location ABC is being rebooted”**

Please ensure that if the site has “No Guest Support” that there is no Guest Case created. Simply refer the guest at the site to the front office, do not create a case.

If you receive multiple calls from a “No Guest Support” site, let [email protected] know and we will follow up with the site.

The Austin Tengo office is no longer using this address:

106 E. 6th St., Ste 900

Austin, TX  78701

Please begin using the address below for all billing and physical mailing address needs:

TengoInternet

1717 W. 6th St., Ste 215

Austin, TX  78703

Do not ask a client the name of the ‘Park’ they are staying at. Since TengoInternet supports hotels and other locations that are not parks, our current way of asking is no longer valid. Instead ask, “Can I have the name of the Resort or Site you are staying at?”.

In light of Tengo’s show of generosity, we will be sporting our new Tengo swag to show our appreciation this Wednesday 11/27/2013.  Please come to work sporting your new Tengo tees.

The following TengoInternet employees will have off during the dates listed below.

1. Rick Viator:         11/25 – 11/29 [backups are Tara and Whitney]
2. Mike Odom:       11/22 – 12/02 [backup is Elisa]
3. Dan Tronolone: 11/25 – 11/27 [Mark for IT and Shiloh for Engineering]

When creating Sugar cases, please refrain from using acronyms in the subject line because these subject lines are conveyed to the customer when a customer survey is sent. You can, however, use the acronyms in the description field or in the notes sections.