Post-Deployment Support Options

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A well-executed WLAN deployment is the first defense against overwhelming network support needs. Next is a thoroughly trained IT department that can understand and use the applications, network and hardware, and can troubleshoot the new WLAN technology. But eventually the time will come when a problem arises that the IT department can't handle. It can be as simple as a portable computing device being dropped once too often, or as troubling as an unexplained "hiccup" in the network.

Note 

The common WLAN components usually come with a manufacturer warranty, typically for one year. But vendors also offer a variety of service contracts and/or extended warranties for resale to the customer.

Hardware support options include vendor depot and on-site service. Traditionally, portable computing devices have been handled via depot while access points were put on on-site service contracts. But today, the price of an AP is relatively low, and the devices themselves have become so reliable, that vendors and their customers have found it more economical to keep a spare configured AP on hand and swap it for a malfunctioning one rather than going the service contract route.

Be aware that some vendors hesitate to include support costs in their initial proposal because they want to keep the bottom line low. Many vendors feel that it is easier to sell a support contract as a separate expense after they have a signed product contract in hand.

Support is often offered via a range of service levels, with different turnaround and response times. Determining the appropriate service contract level means an evaluation of the WLAN environment and whether the data and network is mission critical.

Last, but not least, is end-user support. Organizations have several options-from doing it themselves, to making themselves the first line of support with outsourced back-up, to outsourcing the whole shebang. It all depends on the size of the WLAN and the number of end-users, the strength of the IT department, help desk availability within the organization, and whether the organization currently uses outsourced help desk services.

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