Support and Repair (John Watlington)

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OLPC country workshop, May 22, 2008
http://wiki.laptop.org/go/Presentations/May_2008_Country_Workshop

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Support and Repair (John Watlington)

  1. 1. One Laptop per Child Support & Repair May 20, 2008 One Laptop per Child
  2. 2. Support & Repair <ul><li>Hardware will break, software will malfunction! </li></ul><ul><li>What can we do to help students and teachers deal with this ? </li></ul><ul><li>Country specific solutions needed </li></ul><ul><li>OLPC can work with deployment teams, NGOs, and volunteers to provide help </li></ul>
  3. 3. Support & Repair <ul><li>As a non-profit, OLPC cannot provide the typical solutions: </li></ul><ul><ul><li>(Global) repair service </li></ul></ul><ul><ul><li>Hardware warranty </li></ul></ul><ul><ul><li>Large software support team, working in the local language </li></ul></ul><ul><li>Deployments must provide a first level of software/hardware support, and a repair solution </li></ul>
  4. 4. Support: What is it ? <ul><li>Provide students and teachers a way of resolving problems with the laptops </li></ul><ul><li>Support must be localized </li></ul><ul><ul><li>Language </li></ul></ul><ul><ul><li>Laptop software version in use </li></ul></ul><ul><ul><li>Activities and content in use </li></ul></ul><ul><li>Support should scale through community involvement </li></ul>
  5. 5. Support: OLPC <ul><li>OLPC provides support: </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><ul><li>http:// wiki .laptop.org </li></ul></ul><ul><li>Support staff reports problems to developers using Trac: </li></ul><ul><ul><li>http://dev.laptop.org </li></ul></ul>
  6. 6. Support: Deployments
  7. 7. Support: Community <ul><li>Activity development, testing, and localization </li></ul><ul><li>Support (FAQ, Wiki, forums) </li></ul><ul><ul><li>forum.laptop.org </li></ul></ul><ul><li>Development and localization of documentation, tutorials, and teacher’s manuals </li></ul><ul><li>Partnerships with local open source groups </li></ul>
  8. 8. Support: Tickets <ul><li>Users report problems (hardware or software) </li></ul><ul><li>Independent of reporting method, a ticket is generated </li></ul><ul><li>Tickets both: </li></ul><ul><ul><li>Track individual problems and resolutions </li></ul></ul><ul><ul><li>Aggregate information </li></ul></ul><ul><li>Support escalates problems to developers using another ticket tracking system </li></ul>
  9. 9. Support History
  10. 10. Software Upgrades <ul><li>OLPC continues to improve Sugar </li></ul><ul><li>Activities on separate release schedules (country specific bundles of activities) </li></ul><ul><li>Upgraded versions released twice a year (minor bug fixes released more often) </li></ul><ul><li>Upgrades delivered over network, from OLPC server, country server, or school server </li></ul>
  11. 11. Repair <ul><li>No profits to cover hardware warranty </li></ul><ul><li>1% extra provided to support “early mortality” of laptops </li></ul><ul><li>Broken hardware can be fixed, given training and parts </li></ul><ul><li>System level repair training available from OLPC </li></ul><ul><ul><li>Troubleshooting Manual in progress </li></ul></ul><ul><li>Motherboard repair training through Quanta </li></ul>
  12. 12. Repair: Spare Parts <ul><li>Major components that break </li></ul><ul><ul><li>Display </li></ul></ul><ul><ul><li>Motherboard (no replacements available) </li></ul></ul><ul><li>Components that wear out: </li></ul><ul><ul><li>Keyboard/Touchpad </li></ul></ul><ul><ul><li>Main Battery </li></ul></ul><ul><ul><li>Light bar </li></ul></ul><ul><li>Replacement components purchased in bulk through Brightstar/Quanta </li></ul>
  13. 13. Hardware Problems Seen <ul><li>These were seen with early production units, and have been fixed in production </li></ul><ul><li>Bad battery holder, Trac #5231 </li></ul><ul><li>Keyboard problems (sticky ALT or CTL key) Trac #5658 </li></ul><ul><li>Touchpad problems (one axis only), #5575 </li></ul>
  14. 14. Repair <ul><li>Local repair center </li></ul><ul><ul><li>In Schools ? Local TV/Radio repair shops ? </li></ul></ul><ul><li>Parts / Replacement laptops supply chain </li></ul><ul><ul><li>Ordering process ? </li></ul></ul><ul><ul><li>Payment methods ? </li></ul></ul><ul><li>Country/Regional repair center </li></ul><ul><ul><li>Surface mount repair of motherboard </li></ul></ul><ul><ul><li>Trained through Quanta </li></ul></ul>
  15. 15. Repair Questions <ul><li>What pricing models for recycled and replacement parts ? </li></ul><ul><li>What distribution model for these parts (and dead laptops) ? </li></ul><ul><li>Identifying country/regional repair partner for motherboard repair </li></ul><ul><ul><li>Technical schools ? </li></ul></ul><ul><ul><li>Commercial enterprise ? </li></ul></ul>

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