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Support

We take responsibility for looking at the entire connectivity process when faced with a connectivity issue. Your deadlines are ours; our engineers are committed to mobilise at short notice, often in difficult and demanding circumstances.

Our highly skilled engineers are the best in the industry, from our 24/7/365 Network Operations Centre’s to our Product and Systems Engineering Managers. Qualifications include traditional marine MRGC and DoT Radar to Cisco CCNA/CCNP and MCSE.

 

Service & Support

NSSLGlobal is ISO9001:2008 certified and has two 24/7/365 customer service centres and technical support / Network Operation Centre (NOC) for full redundancy. The NSSLGlobal staff manning our support centres are skilled & trained to fault-find technical network issues, analyse traffic, produce reports and conduct DVB line-ups, upgrades and other hub changes.

Service Assurance, a unique offering from NSSLGlobal, provides continuous connectivity for the vessel via the L-Band backup utilising Inmarsat or Iridium satellites in the event that the VSAT is non-operational. If the VSAT is offline due to being outside our coverage or a technical fault with NSSLGlobal hardware or network NSSLGlobal will cover your L-Band airtime bill up to the value of your VSAT subscription each month. In addition to this any calls to or from our 24/7 support desk over the backup SATCOM will be free-of-charge.

 

A central role of the NOC is to issue planned maintenance warnings and unplanned outage reports, as well as monitor teleport events such as severe storm weather warnings and sun outages. In additional to our 24/7 technical support team at NSSLGlobal you will be assigned a dedicated Superyacht Account Manager and Superyacht Technical Support Manager to provide a single point of contact for both administrative and technical assistance.

 

 

 

 

 

 

Spares & Repairs

NSSLGlobal maintains a large stock of spares at various Regional Service Centres, to support main equipment supplied by us. These spares are utilised to repair equipment in our workshop and support our customers in the field. NSSLGlobal can prepare and despatch spare parts on a 365-day basis to designated locations and to agreed time scales. Whenever possible we will work with customer preferred shippers to minimise freight, customs and handling costs. An advance replacement service against nominated equipment is provided to our contract customers to avoid delays in repair time. Under agreement NSSLGlobal has also the storage and capabilities to hold customer owned stock and issue out under controlled procedures, including serial number tracking within an approved asset management system.

 

In Country Support

Site surveys, installation and commissioning of equipment, trouble shooting, annual maintenance programmes, training, and project based support are all offered by our team of highly skilled engineers. We also have in country engineers in locations around the globe and can arrange for in country installations, site surveys and ongoing support and maintenance.

 

Help Desk & 24/7/365 support

Our established team of advisors and technicians handle first line enquiries through our Support Desk. All enquiries are monitored and controlled to closure to ensure your needs are met. Where the Support Desk is unable to handle the call entirely, it will be escalated to a higher level of support to ensure that our time to respond to your enquiry is kept to a minimum

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