The SAU or Service of Attention to the User is an IT support service that helps and intervenes to solve technical difficulties for those who have a hardware transfer from the Secretariat of Digital Policies.

Through the e-mail address sau.tic@pautic.gencat.cat or the telephone 900 924 009 (option 4), for incidents of the TIC Network.

The SAU is the computer support and technical assistance service for those ICT Points that have hardware provided by the Secretariat of Digital Policies.

The Technical and Promotion Office (OTD) of the TIC Point Network is responsible for the support and advice service for facilitators and managers of all TIC Points, whether or not they have computer equipment from the Secretariat of Digital Policies. You can contact the OTD via the telephone 902 365 209 and email oficina.tecnica@punttic.cat.

No. The SAU is only responsible for those incidents or inquiries related to the hardware provided by the Secretariat of Digital Policies.

Those ICT Points that do not have hardware provided by the Secretariat cannot use the support of the SAU. The technical maintenance of the equipment and hardware of these spaces is the responsibility of their management entity

Yes. In this case, you must contact the Technical and Promotion Office of the Punt TIC Network. The people who are part of the OTD are at the disposal of the facilitators and the managing entities of the ICT Point in case of need for pedagogical or software advice.

The management entities of the ICT Point make their technological equipment available to citizens and agents of the territory. However, occasionally, Punt TIC may request a transfer of hardware to respond to the specific needs of their project and the groups they serve. The transfer of hardware is conditional on the availability of equipment and the presentation of an intervention project to be developed from the ICT Point.

It is necessary for the management entity of the ICT Point to present the request through the same procedure for joining the Network, informing of the need for hardware and attaching an explanatory report of the project that is to be carried out. The Secretariat of Digital Policies will contact the ICT Point to assess the request.

For more information, you can contact the Technical and Promotion Office of the Punt TIC Network, via the telephone 902 365 209 and email oficina.tecnica@punttic.cat.

The hardware on loan are All-In-One computers, model Lenovo ThinkCentre M810z with power supply, model HP Aruba AP-207 802.11ac; with a 24-port switch, model HPE 1920S 24G 2SFP.

The computer equipment that the Generalitat makes available to the managing entities to be part of the ICT Point Network is configured with free software as a clear commitment to shared knowledge and the democratization of technology. Loaned equipment comes with a model based on the Ubuntu 20.04 operating system.

The installation of any other operating system other than the one officially provided by the Generalitat de Catalunya is prohibited. Any other operating system that is not the official version of the model and is installed on the computers of the Punt TIC Network will be deleted during the re-modeling process carried out by the SAU.

For more information and training on the model installed on the Punt TIC computers, contact the Technical and Development Office of the Punt TIC Network, via the telephone 902 365 209 and email oficina.tecnica@punttic.cat.

As established in the declaration of acceptance of new hardware, the conditions of transfer to the entities affiliated to the Punt TIC Network are as follows:

  • Beneficiary entities must notify the Technical and Development Office of the Punt TIC Network of any change in the reference person regarding the management of the ceded hardware.
  • Entities that, at the time of installing the new hardware, have old hardware in disuse, undertake to evaluate the equipment in order to evaluate a possible reuse in other services or uses. If they cannot be reused, the removal, scrapping and deposit will be done in a green point in order to reduce the ecological footprint.
  • You need to have the proper network setup in place before you receive the hardware, so that the computers have access to the Internet via cable rather than Wi-Fi.
  • The new equipment must be located in a single space that the beneficiary entity must have ready before installation. Once installed, they cannot be separated into different spaces.
  • To guarantee the correct operation of the hardware and the maintenance and technical assistance service, any transfer of the material or relocation of the ICT Point must be communicated to the Secretariat of Digital Policies.
  • The TIC Point must be correctly identified, in accordance with the corporate image of the TIC Point Network.

The transfer of use of this hardware is also subject to the obligations of service to the public, communication and monitoring of the ICT Point project at the Secretariat of Digital Policies and active participation in the ICT Point Network.

Failure to comply with any of these obligations will be grounds for revoking the transfer of the hardware.

The Secretariat of Digital Policies, in coordination with the SAU and the Technical and Promotion Office of the ICT Point Network, offers:

  • Hardware installation and configuration.
  • Maintenance service and technical assistance.
  • Refurbishment of computers every 18 months.
  • Training on the new hardware and on the benefits and obligations of belonging to the ICT Point Network.
  • Registration of the equipment of the renewed ICT Point

If the ICT Point has computers lent by the Secretariat of Digital Policies, any transfer and new installation of this hardware must be carried out by the SAU. Therefore, it is necessary to request its transfer to the SAU, which will contact the TIC Point to agree a date for its completion. It is also necessary to notify the Technical and Promotion Office of the Punt TIC Network, which will follow up and update the corresponding data.

The new location of the hardware must meet the necessary technical requirements for the installation.

If the SAU must install hardware ceded by the Secretariat of Digital Policies, either at the time of approving the transfer or on the occasion of a transfer, the space where it is carried out must meet certain requirements minimums:

  • New equipment must be located in a unique space. Once installed, they cannot be separated into different rooms.
  • The room must have a cable network installation for each of the computers. In other words, the equipment must be connected to the Internet via cable and not via Wi-Fi.
  • The cable network to connect the computers to the Internet must be properly installed before the date arranged with the SAU for the installation.
  • Each piece of equipment requires a power point, that is, a plug to connect the computer to the electrical current.

It is also advisable to have a cabinet to concentrate all the cabling that allows the equipment to be connected to the Internet. In this way it is avoided to have the cables above the tables and to disturb the users during the activities of the ICT Point.

If you do not have the keys to access the "course" or "invigoration" user profiles, contact the Technical and Invigoration Office of the Punt TIC Network via the telephone 902 365 209 and email oficina.tecnica@punttic.cat.