Support and Repair (John Watlington)
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Support and Repair (John Watlington)

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OLPC country workshop, May 22, 2008

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) Support and Repair (John Watlington) Presentation Transcript

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