This Help Desk is available for Field Support personnel during installation and the Site Coordinator at each of the customer's sites. Velocedge provides additional staff during the initial broadcasts to make sure there is sufficient coverage in the early stages of the network. Velocedge requests that it be provided with one complete set of downlink site hardware and software so it may duplicate and monitor each broadcast. Velocedge provides a single toll-free telephone number for all site questions and problems regarding the IDL site operation. It will identify the problem and work with the client to resolve the issue.
Rectification varies depending on the exact nature of the problem.
If its with the PC hardware, monitor, satellite receiver or antenna, Velocedge communicates the site details and instructions necessary to fix the problem to the satellite provider or the system integrator and if necessary, dispatch their appropriate field service agent. Velocedge will determine if a signal is being received from the satellite, but backhaul and uplink problems are resolved by The satellite provider's staff. If the problem is with the PC hardware, Velocedge diagnoses the problem and contact the systems integrator or other appropriate hardware support group and tell them what the problem is and what is necessary to solve it. Velocedge also e-mails the appropriate details to the integrator for further contact with the customer if necessary. Regarding problems with the operation of the software, Velocedge walks the Site Coordinator through process in question.