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Customer Support

Having an issue with service or equipment?
We’re here to help.

At UltiSat, we are committed to providing our customers with best-in-class support. We want your experience to be seamless. So, we work with each customer to develop a tailored step-by-step process to resolve problems and keep your operations up and running to support the mission.

Support

Monitoring Systems

Our network monitoring systems use a variety of industry best practice tools, as well as our own in-house developed applications. Our Network Operations Center (NOC) often identifies and eliminates problems before they even become visible to end users. We monitor 24/7/365 with highly trained and experienced technicians and engineers based in our U.S. facilities.

24-Hour Helpline

Call our helpline to report a fault at any time, from anywhere. We will immediately generate a trouble ticket and get started diagnosing and resolving any issue.

Trouble Ticket System

Our ticketing system documents and tracks customer incidents, onboarding requests, fault management, as well logs preventive and corrective maintenance, operational work-flow activities and more. This system allows for automatic notifications and escalations and has a robust reporting engine to create customized reports that can be automatically scheduled and delivered to the customer.

Remote/On-site Diagnostics

Our engineers will initiate remote diagnostics and work with your onsite team. Most issues can be identified and even resolved remotely.  If necessary, we will dispatch one of our experiences field technicians to your remote site.

Incident Resolution

We provide ongoing updates by telephone, email or in-person throughout the course of managing every incident.  Once resolved, we will notify you when your service has been restored.  All incidents are tracked against our standard Service Level Agreements (SLAs) or those that may be tailored to the customer’s specific program.

Headquarters

Corporate Headquarters

14399 Penrose Place, Suite 410 Chantilly, VA 20151

U.S. Teleport & Network Operations Center

9898 Brewers Court Laurel, MD 20723

Systems Integration Solutions

200 Executive Drive, Suite G Edgewood, NY 11717

and

12240 Indian Creek Court, Suite 120 Beltsville, MD 20705

Human Resources

Sales

Customer Support

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