- Emergency Services
- Oil & Gas
- Satellite Providers
- Channel Partners
Support & Services
for Mobile & Fixed Satellite Internet
The main goal of the C-COM's support staff is to provide users and dealers with services such as system operation help, trouble-shooting, failed parts repair and replacement (RMA - Return of Material Authorization), product technical information and documentation.
The Customer Support Concept is categorized into 3 main levels:
- End Users
- Tier 1 Support
- Tier 2 Support
Two adjacent levels are bound by the following agreements in terms of providing services and support to each other:
- EUA – End User Agreement
- SLA – Service Level Agreement
Each level is responsible for providing services to the level below it, and obtaining support from the level above it. In no case should a level have direct services and support to a level that it is not adjacent to. For example, Tier 2 Support cannot provide support directly to End users without the involvement of Tier 1 Support.