EasyHelp - FAQ
Q: What is Birdstep EasyHelp?
A: Birdstep EasyHelp is a device independent software, which assists the user if they encounter a problem related to the mobile broadband service, using fault detection and self-heal if possible. The client provides a user-friendly, operator branded interface which gives the user clear information about tests available, lists tests performed and their results and if necessary, provides additional detailed system diagnostics.
Q: How does EasyHelp self-healing work?
A: EasyHelp detects and repairs issues related to the modem, network, computer and connection manager. For example, if a modem is available but disabled by software, EasyHelp will try to enable it and inform the user of the result. If multiple modems are available, EasyHelp will prompt the user to select their preferred modem. If the modem is set to "2G only" or "3G only" network mode, EasyHelp will set the modem to "Automatic" network mode. This way, no matter what type of network is available, the user will have Internet access.
Q: Which diagnostic tests does EasyHelp perform?
A: Birdstep has in research found approximately 20 common issues repeated on our customers' call center top-ten issues. These issues form the basis of the self-repair and diagnostic functions performed by EasyHelp and cover network, device, computer and software testing.
Q: Why did Birdstep develop EasyHelp?
A: Mobile broadband is mass market, device diversity and a relatively complex technology places challenges on the operator to maintain customer satisfaction and support while maintaining/reducing OPEX. Drawing on experience from over +40 successful operator deployments globally, Birdstep has expanded its value offering in service access and management to include a best in class support experience for consumers.
Q: Does EasyHelp require Birdstep EasyConnect Connection Manager?
A: The default version of the product is a standalone application that helps the Connection Manager ("CM") users to fix device-, network-, computer- and connection issues. Easyhelp can be fully integrated with or adjusted to support, any Connection Manager solution.
Q: Which operating systems are supported?
A: The EasyHelp client supports Win XP SP3 32 Bit, Win Vista 32 & 64 Bit, Win 7 32 & 64 Bit
Q: Can the EasyHelp client be branded according to Operator requirements?
A: The EasyHelp client can be branded and customized as follows:
• Color of the GUI background
• Menu content may be changed
• Company logo
• Tab names and color
• Diagnostic window content
• Tests can be added/removed from the list.
• Un-selectable tests list can be adjusted.
• Custom tests can be developed
If you have further questions, please send an email with your contact details to: info@birdstep.com
Q: Which Mobile Devices are supported?
A: Devices supported include USB modems, embedded modems, and data cards from all major vendors. If you would like to know whether or not a particular device is supported, please send an email with your contact details to: info@birdstep.com
Q: Does any Device vendor (ODM) provide a similar tool?
A: No, EasyHelp is unique to Birdstep, and was developed by request from our Operator customers.
Q: What languages are supported?
A: The standard language is U.S. English. The client can be translated in to any Unicode language (with installer limitations). For further information, please send an email with your contact details to: info@birdstep.com
