Service & Support

Star Solutions provides world class service and support to our customers by ensuring our talented and knowledgeable personnel are engaged throughout all stages of the deployment and implementation process.  With proven, repeatable methods and processes, our engineers and project managers can handle the end-to-end details of network installation and commissioning activities prior to and during deployment of a commercial network.  We can also offer engineering services that will create a customized, structured training program that prepares your engineers to take over and manage your network.
CONTACT SUPPORT
Contact Customer Support

Our approach to service and support is to become a valued partner of our customers who can leverage our technical and management experience in building out their networks to reach new markets.  Extending your networks grows your subscriber base and adds value to your operations.  We can offer services beyond our build, operate and transfer services portfolio including vendor selection, vendor management and even strategic planning. These high-value services let you concentrate on your core business: acquiring new and retaining existing subscribers.  Our services include:

  • Integration Services
  • Deployment Services
  • Training
  • Standard Technical Support
  • Premium Technical Support
  • Warranty
  • Software Maintenance
  • Project Management
  • Remote Network Monitoring
  • Planning and Optimization

 

Technical Support

The Star Solutions Product Support Team delivers the support services required for business and professional needs. Our product experts deliver Tier 1, 2 and 3 technical support directly to new and contract-entitled customers including the following services:

  • Basic Support Package - Non-emergency technical support
  • Premium Support Package - 24x7x365 Emergency technical support

The Star Solutions Service Guide outlines the specific details for obtaining technical support.  The guide is available from a sales account manager.  Refer to the Service Guide for services and options specific to individual support plans, including guidelines for problem severity and the technical resolution escalation process.

 

Obtaining Technical Assistance

Star Solutions maintains a strong global presence, operating Technical Response and Service Centers.  These centers are available for technical telephone support to entitled customers during normal business hours.

Before contacting technical support, have this information available:

  • Product information
    • Software and hardware revisions
    • Serial numbers
  • Description of issue or problem
    • Symptoms
    • Known causes
  • Trouble locating and clearing attempts

 

Our Service Center Operational Hours

  • North America / CALA Region Business Hours
    • Start 9:00 AM PST
    • End 6:00 PM PST
  • EMEA / Asia Pacific Region Business Hours
    • Start 9:30 AM IST
    • End 6:30 PM IST

 

 

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