GoMedia - Support Information Wi-Fi and Entertainment portal

Date published: August 25, 2021
The below information covers all parties involved with services relating to Wi-Fi and Media Services. 
Information covers roles and responsibilities, triage, and escalation points.

End user support flow diagram

Generic support GoMedia

End User issue

If a customer is experiencing an issue accessing Wi-Fi or the infotainment portal they can raise an incident directly with Train or Bus Operator Service desk.
Step 1
End user contracts the Train or Bus Operator Service desk whilst on the vehicle.
Step 2
The Train or Bus Operator Service desk to review issue and if required will raise ticket into the Hardware Provider Service desk.
Step 3
Hardware Provider Service desk will investigate if Wi-Fi related to their product, if related to the infotainment platform the Hardware Provider will raise ticket into GoMedia. All contact details and escalation points are listed below.

GoMedia Support Contact

GoMedia Help Desk
Email: gomedia.support@icomera.com
Responsibilities: Log and initial triage of incidents, assign appropriate SLA. Record actions taken to resolve. Assign ticket to 2nd line if required. If not required close DoMedia and update with resolution and close their ticket.
Support hours: Monday to Friday 08:00 to 20:00, weekends 09:00 to 16:00. No cover Bank Holidays.

Incident reporting to GoMedia

When logging a ticket with GoMedia please supply the following information
1) Hardware Provider incident issue number 
2) Train ID if known
3) Carriage ID if known
4) Confirm WIFI issue has been ruled out actions taken
5) Description of the user relating to the infotainment system and any photo image
6) Advise if end user, staff or another reported incident.

Key questions
1) Is user connect to On board Wi-Fi?
2) Is user on browser?
3) If Browser what O/S - Q: Is this a support version? See FAQ below for supported browsers *photo image from end users are very helpful

GoMedia SLA tables

Priority assigned by P1 to P4
Incident Priority Levels and Descriptions
Fault Response Times

Response Definitions

Response - GoMedia to provide an automated response with the ticket number if the issue is raised using the support email address. Priority confirmation, time of next update and initial feedback will be provided via the GoMedia helpdesk workflow.

Resolution - Action recommended and taken by GoMedia to repair the symptoms of an incident or to implement a suitable workaround, these will be noted in monthly meetings.

Permanent Fix - GoMedia to permanently fix the issue and provide a Root Cause analysis document (an RCA is only required for P1 & P2)

GoMedia Escalation points

1st Point of Contact

Annette Milne, Operations & Support 
Email: annette.milne@gomedia.io
Tel: 02036911873
Responsibilities: Review issue and actions taken, assign/escalate SLA priority P1-P4, assign ticket to 3rd if required and if no escalation needed update ticket and close. Inform MAT of resolution and advise them to close their ticket.

2nd Point of Contact

Mark Frost, Professional Services
Email: mark.frost@gomedia.io
Responsibilities: Review and deep dive issue, update ticket within SLA time frame. Escalate SLA priority P1 & P2. Record actions taken to resolve and inform 1st line to update MAT to close end user ticket. Assign ticket to 3rd line if required and produce incident report needed.

3rd Point of Contact

Gene Tashkinov, Engineering
Email: gene.tashkinov@gomedia.io
Responsibilities: Review and deep dive issue, update ticket within SLA time frame. Escalate SLA priority P1. Record actions taken to resolve and inform 1st to update MAT to close end user ticket. Produce incident report if required.

Account Manager

Nikki Leach, Head of Account Management
Email: nikki.leach@gomedia.io
Tel: 07968912727
Responsibilities: 1st, 2nd & 3rd line to update Account Management on any issues, add as watchers to tickets. P1 & P2 issues information customers ASAP. Update customers with progress of resolution/ticket closed. Add details in monthly service review pack. Escalate SLA priority P1-P5.

Wi-Fi and Media FAQ

Selection of key Q&A for quick end user queries.

Connecting to the Wi-Fi
Our Wi-Fi system supports most Wi-Fi enable devices and laptops so you can get online or view our great entertainment.

1. Turn your personal device on and make sure the Wi-Fi is switched on.
2. Connected to the Wi-Fi network and launch your internet browser.
3. At this point you will directed to the simple log-in page where we ask for some details, but we all not share these will anyone else, then accept our T&C's and you are nearly there.
4. The entertainment page will now appear simply click continue, sit back, relax and start viewing...
Which internet browsers does the infotainment system support?
We currently support the latest versions of:
● Safari - iOS*, Mac OS
● Google Chrome - Android, Windows, MacOS
● Firefox - Windows, Mac OS
● Opera - Windows, Mac OS
Silk - Amazon Fire OS only 
*For iOS (iPhone and iPad) you will need to have version 11.2 or above installed. We will prompt you if you don't have the right version, but generally, iPhone 5s, iPad Mini 2, iPad Air and above can support iOS 11.2. If you have an older version you will still be able to read the news, magazines and play games.
What speeds will I get from the service? 
Due to the nature of mobile connections the speed will come and go depending on your location, the availability of mobile phone signal and the number of other passengers using the service.
Is the infotainment service available off board?
No, entertainment is only available when travelling on train or bus and connected to the on board Wi-Fi.
Headphones or no headphones?
We believe all our passengers should enjoy journey free from disruptive fellow passengers. Please use headphones while listening to music, radio or entertainment. This includes children. Our on-board staff may remind passengers throughout your journey.
I am having problems using my work / business email account?
Like other train and bus operating companies, we use an ‘open network’. Some email providers (e.g. Outlook365) require a secure network. You may experience a pop-up with “There is a problem connecting securely to this network – the security certificate was not issued by a trusted certificate authority”. Unfortunately, you would not be able to access your account using this route.