ST Engineering iDirect

iSupport – Hub Systems

iSupport Plans provide a range of operational support for ST Engineering iDirect product lines Evolution, Velocity, and Dialog to ensure that every partner stays in the best position to fully enhance their service offerings and maximize every competitive advantage as the pace of VSAT innovation continues to accelerate. iSupport is offered in three service tiers: Basic, Enhanced, and Premium, all offering special benefits ranging from direct access to a comprehensive knowledge base to remote network audit.

iSupport - Hub Systems

  • iSupport - Hub Systems

  • iSupport Basic Service Program 

    This plan is designed to provide our partners with a basic level of support services. The following features are included in the iSupport Basic Service Program:

    • Stay current and competitive with immediate access to service releases
    • Stay connected 24x7x365 to the experts. Entitled to round-the-clock access to world-class engineers and network experts. The Technical Assistance Center (TAC) Portal for Evolution, Velocity, and Dialog product lines provides ongoing support for rapid issue resolution.
    • Easy access to the latest product documentation, technical notes, and bulletins. Comprehensive customer web interface with the TAC Portal, including, best practices and dynamic knowledge with all the latest information.
    • Easy issue tracking. Access to our online issue tracking system, TAC Portal, provides full tracking of issues, RMA (Return Material Authorization) status and more.

    TAC Portal at a Glance

    • Customer satisfaction ratings consistently above average – 93.4%
    • Technical Assistance Centers in Herndon, VA (USA), Belgium (Europe), Sao Paulo (Brazil) and Singapore (Asia)
    • Every TAC professional is fully trained in customer service, supporting customer networks, and problem resolution.
    • 24/7/365 Access

    Support Online: Answers when you need them

    Download software releases, review open cases, track the status of your RMAs, and more, all from the security of the password-protected TAC portal: support.idirect.net. Access to technical tips, technical bulletins, and the most up-to-date FAQs.

    For additional services and benefits, ask about iSupport Enhanced and iSupport Premium. Contact your ST Engineering iDirect sales representative.

  • iSupport Enhanced Service Program:

    Our most popular comprehensive support plan

    The Enhanced Service Plan is designed to provide customers with a full range of services, including:

    • Stay current and competitive with immediate access to software upgrades. Access to all major, minor, and service upgrade releases.
    • Stay connected 24x7x365 to the experts. Entitled to round-the-clock access to world-class engineers and network experts. The Technical Assistance Center (TAC) Portal provides ongoing support for rapid issue resolution.
    • Easy access to the latest product documentation, technical notes, bulletins, and software release notes. Comprehensive customer web interface with the TAC Portal, including, best practices and dynamic knowledge with all the latest information.
    • Easy issue tracking. Access to our online issue tracking system, TAC Portal, provides full tracking of issues, RMA (Return Material Authorization) status, and more.
    • Extended lifetime warranty through End of Life on iDirect hub-based hardware.
    • Expedited Repair or Return/Replace for hardware under warranty (dependent upon network).
    • Training Seat(s) (quantity dependent upon hub revenue tier).

    For additional services and benefits, ask about iSupport Premium. Contact your ST Engineering iDirect sales representative.

  • iSupport Premium Service Program:

    For an extra level of personalized service

    The Premium Service Plan is designed for customers who require mission-critical operational support. In addition to the features included in the Enhanced Service Plan, the Premium Service Plan offers the following additional benefits:

    • Remote Managed Upgrade Support. An ST Engineering iDirect Engineer works with you remotely to plan and execute managed upgrades for your mission-critical systems.
    • Advanced Replacement RMA Support for iDirect Hub Components under warranty.
    • Remote Network Audit. The Remote Network Audit is conducted by an ST Engineering iDirect Engineer and includes a comprehensive iDirect network analysis. The analysis is conducted in three key phases: remote data collection, data analysis, and report presentation preparation. Current network conditions are assessed, and recommendations are made for optimized network performance and reliability. Upon conclusion of data collection, analysis, and report preparation review, the Engineer delivers the report of findings and recommendations. The remote network audit is conducted upon customer request.
    • Service Performance Report summarizes and reviews the performance of the delivered services (such as RMA, and technical support) over the past period. This report is conducted upon request.
    • Technical Account Management (TAM). An ST Engineering representative who focuses on getting services delivered with an in-depth knowledge of your network environment and business objectives. The TAM will oversee service delivery by ensuring quality and alignment with the operational service agreement, by providing the first level of hierarchical escalation. The TAM will be organizing major interventions (risk, impact, contingency), will be aiming for continuous improvement in all delivery areas, and will advocate for you throughout the ST Engineering iDirect organization.
    • Additional Training Seat(s) (quantity dependent upon hub revenue tier).

    For more information, please contact your ST Engineering iDirect sales representative.