What does the customer support plan cover?
Our standard customer support plan covers problems with VSAT service and configuration. This includes responding to outages in VSAT service and performance issues related to the VSAT.It does not cover problems with the customer’s local network or PCs, or any performance issue that is caused by these systems. This includes PC performance problems, viruses, disconnected or malfunctioning network hardware, or user error.Customers are responsible for performing the first line of diagnosis on a problem. This consists of running through the tests in the troubleshooting guide, and reporting all requested information and answers to troubleshooting questions to customer support. Customer support will not schedule a site visit without a proper problem report that includes the troubleshooting steps.Customer support will contact the customer and attempt to resolve or diagnose the problem remotely. A visit is scheduled only after these steps are taken.
Our standard customer support plan covers problems with VSAT service and configuration. This includes responding to outtages in VSAT service and performance issues related to the VSAT. It does not cover problems with the customer’s local network or PCs, or any performance issue that is caused by these systems. This includes PC performance problems, viruses, disconnected or malfunctioning network hardware, or user error. Customers are responsible for performing the first line of diagnosis on a problem. This consists of running through the tests in the troubleshooting guide, and reporting all requested information and answers to troubleshooting questions to customer support. Customer support will not schedule a site visit without a proper problem report that includes the troubleshooting steps. Customer support will contact the customer and attempt to resolve or diagnose the problem remotely. A visit is scheduled only after these steps are taken.
