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.