Question about customer support and triage

  • 1
  • Question
  • Updated 9 months ago
  • In Progress
Like to know what exactly is the process for custom support and triage for issues , I see a lot of things posted here for support and no resolutions weeks later , my question is around several factors
  • Is the a number to call that's manned 24x7?
  •  If so how long to answer ?
  • Does your call generate a ticket that's classifed low , medium,  high?
  • Is there a SLA on resolving issues ?
  •  Does the Easy care get you any faster resolution ?

it appears to me that if someone calls or emails they are given a series of tests to perform and get back to them with results , having a similar situation with ATT and a T1 basically I have to have all my ducks in a row before I call to prove it is down or performing horribly ,  the tier one support always blames the CPE and to get past them is a chore, then it has to be escalated to a couple levels to finally get a dispatch , basically I had to learn what they are looking for before I call  so I can have it ready to bypass some of the back and forth 

  • Is it the same with viasat/exede , can one look at a set of utilities to see if its sending /recieving correctly and performing like its supposed to 
  • In my case I ping the router, the edge router , the dns to pinpoint  where its down at , can the same be done with viasat , I know there's no cables but there is what they call a gateway ?
  • if its an equipment problem how long to resolution ? I'm thinking i they are renting the equipment they will replace it 
  • Service calls , if it determined its needed , how long to happen 
thanks in advance 
Photo of BBwithdrawls

BBwithdrawls

  • 70 Posts
  • 21 Reply Likes

Posted 9 months ago

  • 1
Photo of Diana

Diana, Viasat Employee

  • 2215 Posts
  • 417 Reply Likes
Hi BBwithdrawls,  You have some great questions,  Please send them in a email to viasatlistens@viasat.com with your account and contact information.  We will be happy to answer all of your questions.
Photo of BBwithdrawls

BBwithdrawls

  • 70 Posts
  • 21 Reply Likes
Thanks for your reply Diana , actually I'm a potential customer trying to get information beforehand, you kind of made my point for me , if the system is down how would I send an email ?