 Field
Service
Globecomm offers a comprehensive set of high-quality installation,
maintenance, repair and training services to ensure a high level of
quality and professionalism at the remote end of satellite-based
networks. Service is provided by a network of field technicians
across the United States and in selected international centers, as
well as by technicians based at our Hauppauge corporate
headquarters. Each has passed VSAT certification-training courses
and has been individually interviewed and background-checked prior
to becoming a certified Globecomm technician.
Field Service
Database
At the heart of Globecomm's field service offerings is our
proprietary database used to track hardware deployed at each site,
contact information for each site, digital site photographs, and
detailed data such as antenna pointing, and carrier frequencies. The
database also tracks all work orders related to a site, including
site surveys, installation and service calls. Globecomm field
service staff use it daily as a management tool. Globecomm can also
provide customers with customized online access to the database so
that they can view status in real time.
Installation
A Globecomm Program manager oversees installation of remote network
sites and takes full responsibility for implementation,
administration and performance. Globecomm furnishes all necessary
labor, equipment and materials, and demonstrates successful
operation to the customer's on-site representative before completing
work.
Maintenance
Globecomm's network of technicians provides on-site maintenance and
repair of network nodes. Maintenance is available in two forms:
- Full-Service Package
provides customers with complete coverage for a fixed monthly fee
per location. Globecomm assumes all responsibility for the
network, including stocking a spares pool and restoring downlink
systems to working order.
- Time & Materials Package
provides cost-flexibility. Customers are required to purchase a
spares pool of key equipment equal to 5% of the number of remote
sites in the network, and pay for installation or maintenance on a
per-call basis.
Training
The success of a network depends on how well users at the remote
ends use the system. Globecomm provides training and documentation
services for local site coordinators in two forms:
- Basic Training. At the
time of installation, the on-site technician provides an overview
of the system and explains the IRD and its function keys.
Globecomm also provides a reference guide that graphically
displays the specific system and configuration of the network,
including basic troubleshooting instructions and the contact
numbers for the Globecomm Help
Desk
- Enhanced Training.
Globecomm recommends that customers add enhanced training on all
aspects of the technologies installed at the remote sites, and can
provide training program content, scheduling and on-air talent for
a live interactive tutorial.
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