System and Equipment Policy (MUST READ)

System and Equipment Policy

Having the right equipment is a critical component of a successful business. upon enrolling in a client certification course you will be required to do a pc scan to make sure you computer is compatible with their system. if yo do not pass you will not be able to continue on.

We have put this policy together to help ensure Service Partners and their agents are set up to effectively service one, or more, of the great client programs in our roster. To use the Arise Platform, the system and equipment requirements on the following pages must be met. It is important to remember these are the minimum requirements needed to use the

Arise Platform only. Certain client programs may have additional requirements above and beyond the ones listed in this policy. All agents should review the Opportunity Announcement for the client program they are interested in servicing – in addition to this policy – prior to enrolling in a certification course.

PC requirements

Details the minimum requirements a PC must meet

Mac requirements

Details the minimum requirements a Mac must meet

Accessories, Software and Internet/Phone Service Providers

Lists the Dos and Don’ts for items such as headsets, security software and more

ASD (Arise Secure Desktop)

Overview of a tool designed to temporarily convert a PC into a “servicing station” for the client program a business will be servicing

AVG (the Arise Virtual Gateway)

Overview of a call routing system that helps improve consistency and efficiency for client programs.

 Note: Service Partners and their agents servicing client programs that route calls through the AVG system will need to be able to dial long distance on their service lines (outside of the 786 area code) which may result in long distance charges. For that reason, bulk or unlimited long-distance service plans are recommended and available from most carriers to avoid per-minute charges.

PC REQUIREMENTS

• A desktop/tower computer with a separate monitor is recommended.

• Dual boot machines, Netbooks, and Tablets are prohibited from use.

• All-in-One computers are not currently compatible with any client programs.

• Depending on what client program an agent chooses to service, the use of the Arise Secure

Desktop (ASD) may be required. Additional details on the ASD can be found on page 6 of

this guide.

CPU Speed:

Dual-core 2.8 GHz or better

or

Intel i class or AMD Phenom X2 class or better

Atom, Celeron, Pentium and Opteron processors are not

permitted

Hard Drive:

20 GB or more of available space

60 GB or more of total space

Memory:

4 GB of RAM or better

Operating System:

Windows 10

Windows 8/8.1 not supported by some clients

Standard Connection and Speed:

Hard-wired connection (no wireless)

Minimum 10 mbps download / Minimum 3 mbps upload

Maximum Latency Threshold:

120 milliseconds (ms)

Monitor Recommendations:

1280 x 1024 (SXGA) screen resolution

1920 x 1080 (Full HD or 1080p)

Dual monitors may be required on some client programs

Please note: These requirements are minimum requirements for use of the Arise Platform only. Certain client programs may have increased, or additional, requirements. Please review all opportunity announcements carefully for details regarding such requirements.

Agents must service on the computer they use to perform the PC Scan at time of enrollment. If it is determined the computer is different than the one used at time of enrollment, and it is incompatible with the client program, neither a refund nor a voucher will be issued.

MAC REQUIREMENTS

• Macs must have an Ethernet port

• MacBook Air and Mac USB-C ports will not be supported

• Boot Camp and a licensed version of Windows (please see page 2 for acceptable Windows

operating systems) MUST be installed. Please note that Arise Technical Support WILL NOT

be able to provide assistance with the installation of Boot Camp and/or Windows or any

questions related to it.

CPU Speed:

Intel Core i5 2.7 GHz processor or better

Hard Drive:

20 GB or more of available space

60 GB or more of total space

Memory:

4 GB of RAM or better

Operating System:

MAC OS X 10.10 Yosemite or higher

See above for acceptable Windows operating systems

Standard Connection and Speed: Hard-wired connection (no wireless)

Minimum 10 mbps

download / Minimum 3 mbps upload

Maximum Latency Threshold:

120 milliseconds (ms)

Monitor Recommendations:

1280 x 1024 (SXGA) screen resolution

1920 x 1080 (Full HD or 1080p)

Dual monitors may be required on some client programs

Please note: These requirements are minimum requirements for use of the Arise Platform only. Certain client programs may have increased, or additional, requirements. Please review all Opportunity Announcements carefully for details regarding such requirements.

Agents must service on the computer they use to perform the PC Scan at time of enrollment. If it is determined the computer is different than the one used at time of enrollment, and it is incompatible with the client program, neither a refund nor a voucher will be issued.

Accessories, Software and Internet/Phone Service Providers

REQUIRED ACCESSORIES

USB headset with microphone (required for Certification):

Logitech, Plantronics, Microsoft, or similar brands

recommended.

Suggestions:

• Plantronics PLNAUDIO478 USB

• Logitech USB H570e

• Jabra UC VOICE 150

Hard-wired Telephone and headset (required for Production/Servicing):

Plantronics S12 or similar recommended

SOFTWARE

Internet Explorer 11 on Windows 8 or 10 (Optional) Mozilla Firefox or Chrome for Windows:

Certain client programs may require specific versions of

Windows. Windows 8/8.1 are not supported by some clients.

Please see the Client Opportunity Announcement for details.

Windows Defender for Windows 8 or 10:

Other security software may be incompatible and should be

avoided. Technical support may be refused if your software

configuration is not compatible with the Arise Platform or is

determined to cause incompatibilities with client required

servicing software.

Service Partners and their agents are responsible for

maintaining the security and reliability of their equipment. The

following items are considered security risks to the Arise

Platform and, upon detection, may subject your business to

the suspension or termination of its MSA or SOW:

▪ Malware infected software

▪ Virtualized Operating Systems (i.e.:

VMWare, Parallels, etc.)

▪ Non-Arise provided VPN software or

Proxy settings

▪ TOR or other privacy software

Accessories, Software and Internet/Phone Service Providers (continued)

INTERNET AND PHONE SERVICE PROVIDERS

Hard-wired broadband Internet service via DSL, Cable, or Fiber Optic connection:

  • The use of wireless internet connections to access any Arise system at any time is prohibited, even if the connection is encrypted.
  • Connectivity to the Arise Platform through an unauthorized Proxy Service or unauthorized VPN Service is strictly prohibited.
  • Additionally, Satellite, Microwave, and Cellular Hotspot Internet Services are not permitted.
  • USB connected modems are not supported.
  • Hard-wired land line telephone service

Unless stated otherwise in the Opportunity Announcement, most client programs are compatible with the following types of services:

  •  POTS (plain old telephone service), cable telephony, digital service, or VoIP through a physical hard phone, i.e. a tangible device that sits on your desktop. The service should be connected directly from the wall to your telephone.
  • Softphones (an application that is installed on your computer) and cell phones are not permitted.
  • The servicing telephone line should not interface at any point with the computer. 
  • All servicing telephone lines should not have voicemail, fax, or other features on the line (other than unlimited long distance, if necessary – please see further down for details).
 

ASD (Arise Secure Desktop)

The Arise Secure Desktop (ASD) is a tool designed to temporarily convert a PC into a “servicing

station” for the client program a business will be servicing. The ASD provides a secure and

streamlined environment which is optimized to successfully access the Arise Platform to service

a client program.

Not all client programs require the use of an ASD so it is recommended that an agent

review the review the Opportunity Announce in detail to see if an ASD will be needed.

• If the client program selected uses the ASD, all the information required for its use is

contained within a USB flash drive and instructions that will be provided to the enrolled

agent.

• Upon enrollment in a certification course for a client program, make sure to keep an eye

out for an email with instructions on how to install the ASD.

The ASD is an additional operating system on a computer. It does not interact with an existing

windows operating system. It is launched from a USB flash drive and does not install on a

computer. Once the ASD is removed, no trace of it is left on the PC. 

AVG (Arise Virtual Gateway)

AVG, the Arise Virtual Gateway, is a system that helps improve consistency and efficiency while

centrally and seamlessly managing call routing.

Service Partners and agents have the option to use either a POTS line (plain old telephone

service) or VoIP (aka digital telephone or cable telephony – please see page 5 for details) to

service a client program. However, call centers and agents servicing client programs that route

calls through the AVG system will need to be able to dial into the AVG (786) number.

• Service Partners and agents who do not have Miami area code phone numbers (305 or

786) will need to be able to dial long distance on their service lines which may result in

long distance charges. For that reason, bulk or unlimited long-distance service plans are

recommended and available from most carriers to avoid per-minute charges.

• A small number of client programs currently prohibit the use of VoIP while servicing and

a POTS line will be required to service those programs. If the client program does not

currently allow VoIP, agents will not be servicing on AVG.

Please be sure to review the Opportunity Announcement in detail to see if AVG is required on

the client program you select.

Security

  • Windows Defender for Windows 8 or 10 (Other security software may be incompatible and should be avoided. Technical support may be refused if your company’s software configuration is not compatible with the Arise Platform or is determined to cause incompatibilities with client required servicing software.)

You are responsible for maintaining the security and reliability your equipment. The following items are prohibited and, upon detection, may subject your company to the suspension or termination:

  • Unlicensed or pirated software
  • Malware infected software
  • VMWare, Parallels, etc. (Dual Boot is prohibited unless using a Mac)
  • Non-Arise provided VPN software or Proxy settings
  • TOR or other privacy software

* Arise often does random security audits in which they require ID verification and Servicing Location Verification.

What if my PC Scan Fails?