Community Support Model

1. Identify the problem

This is often a difficult task for schools with new labs. The first step is to write down the nature of the problem in the tuXlab log book. If a teacher or volunteer can not identify the source of the problem, they should make a note of the difficulties being experienced.

2. Make a note of the problem in the log book

Consult the tuxlab log book to establish if this problem has been experienced before, and if an appropriate solution was found. If this is the case, the school can also consult with the help desk with the relevant ticket number to gain further insight to the problem.

3. Ask the tuXlab On-Line Assistant

Your tuXlab has a built-in assistant that you may consult with. It's called Xola (tuXlab On-Line Assistant), and it contains hints and tips for most of the common problems that can be experienced in a tuXlab computer centre. You will find Xola in the tuXlab Home main menu, which is accessible from the Applications menu.

3. Consult with the facilitator and computer committee

Find out if the computer committee has a solution to the problem. The members of the computer committee often attend training that would assist them in finding common solutions to problems in a lab. The computer committee is responsible for the upkeep of the lab, and they need to be informed of any problem that takes place within the lab. The computer committee can make use of the tuXlab troubleshooting guide, available in the tuXlab starter pack.

4. Consult with neighbouring schools in cluster

Contact other tuXlabs in the area, and find out if they have a solution to the problem. Cluster meetings can be arranged in a different school each month, enabling the participating schools to put questions to the host school regarding their lab.

5. Phone the tuXlab Help Desk

The tuXlab help desk will telephonically attempt to solve any problem the school is experiencing and can be reached at 0860 OS HELP. If the help desk cannot solve the problem the school will be given a support queue ticket number. Oldest tickets are attended to first, but if the problem persists, a technician is sent to the school to assist. A hardware problem will be logged by the help desk and if appropriate, a tuXlab technician will visit the school to replace hardware still under guarantee.

6. Contact the local Linux Users' Groups

Contact local volunteer groups, such as SLUG, CLUG, PE-LUG and LimpLUG. Volunteers in the area will be able to assist the school faster than anyone else. Ask a volunteer if she/he will be willing to adopt the school. In this way they can keep an eye on the school and be just a phone call away.

7. Contact us

If none of the above steps helped you in resolving your query, please phone the Inkululeko Technologies help desk manager at (021) 685 6079

Commercial Support

We provide commercial support at reasonable costs. Please contact us at support@inkululeko.co.za or phone us on (021) 685 6079 for further information.