Year-Round Device Support

Comprehensive Day-Two Device Support Means Less Disruptions to Learning

The best-conceived distance learning programs will consider everything that we’ve touched upon thus far. They may even consider in detail how to be smarter about procuring funding and devices, allowing for connectivity, and leaving no stone unturned when it comes to configuring them for safety and performance. All of those aspects fade in importance, however, if your distance learning program isn’t built around another essential concept: sustainability.Sustainability, in this case, simply refers to keeping the device viable for its entire lifecycle. Accidents will most certainly happen, especially when so many will be going to underserved households using them for the first time. Your investment of hard-won funding into distance learning-related devices is valuable, but keeping your devices up and running over the long term is where services design comes in to increase ROI.It just makes sense to scale up your help desk and device repair resources to meet the immense pressure of supporting so many parents, students and educators remotely. Most school districts have pieced together a technical support department with a small staff. To give context, large companies usually have at least one technical support person for every 50 devices. If a school had 400 students and faculty members, they would need a technology staff of eight, which is hardly the norm. The technology support teams they do have in place rarely work directly with school staff. They usually only visit schools when there is a major infrastructure malfunction or new equipment being installed.

In order to prevent excessive device and student downtime, your distance learning support program must offer:

Best-in-class tech support at scale backed by a high satisfaction rating

Flexible call hours into evenings and weekends

Ability to scale up and down to accommodate spikes in call volume

Local spare pools of devices to rapidly swap for non-functioning devices

Execution of warranty repair by trained technicians

Even the largest of districts would struggle with the capacity to address these support needs, you can engage with a provider experienced in managing and supporting these devices at scale. These technology partners are adept at crafting mobile technology blueprints and programs that roll a range of associated support services into a manageable, sustainable fee per device.When it comes to ensuring that your students receive well-supported devices, make sure that the math adds up.