The main purpose of providing telephone assistance in English for international incidents is to ensure a globalized and professional support service for the LAN Party. In an environment where participants or sponsors may come from different countries.

1 – Efficiency: Using a standardized language avoids misunderstandings that could lead to technical errors or hardware damage.

2 – Customer Satisfaction: Providing immediate support in the user’s language (or a common international one) improves the event’s reputation and user experience.

3 – Technical Standardization: Most technical terms, error codes, and documentation are in English, which makes the communication between the technician and the user more precise.

INCIDENT REPORT / TROUBLE TICKET 

1. USER INFORMATION 

● Full Name: Hans Weber

● Employee ID: B5592T

● Location: Munich Office (Airport Lounge)

2. INCIDENT DETAILS 

● Device/Service: VPN / Remote Access 

● Error Code: 806 (GRE Protocol Blocked)

● Description of Problem: 

The user is unable to establish a VPN connection (Error 886) while using the airport’s public Wi-Fi. The root cause is a protocol mismatch caused by the local network infrastructure, which is performing GRE (Generic Routing Encapsulation) filtering. 

● Environment: (Home / Office / Public): Public

3. RESOLUTION / ACTION TAKEN 

● Root Cause: 

Airport Wi-Fi firewall blocks GRE protocol.

● Solution Provided: 

There was given a new Gateway IP Address to the user

● New Gateway IP: 192.168.105.44

4. STATUS 

● [ ] Resolved 

● [ ] Escalated 

● [X] Pending

Used information

We were given a table to be able to understand the language of the NATO PHONETIC REFERENCE, as well as the audio of the incident.

Audio

Table

NATO Phonetic Alphabet – International Assistance

MOODLE LEARNING ACTIVITY