Introduction
LD900 Installation and Oper ations M anual
5
1.3 VERIPOS Support
Throughout this manual, references are made to the VERIPOS Helpdesk. The Helpdesk is a service provided
as the f irst point of contact for all VERIPOS technical support and fault reports. It is manned 24 hours a day, 365
days per year. Full contact details are listed in the
section.
Contact information for the VERIPOS Helpdesk can also be found on the LD900 product label located on the
top of the unit or from the MMI
page.
For support cases, initial contact should be made via
, or by raising a ticket
). With either method, the Helpdesk will be immediately notified and can begin
providing support.
The Helpdesk will provide initial support; however, tickets may be escalated to regional on-call engineers to
provide more in-depth technical support if required.
To aid support, upon first contact it would be helpful if the following could be provided:
•
Details of the issue or question
•
Vessel name
•
Company name
•
Telephone number
•
Unit User Code
•
VERIPOS hardware type
•
VERIPOS software type
•
Operating area
•
Is this issue holding up operations?
•
Any other relevant information
1.4 Activating VERIPOS Correction Services
Correction services for the LD900 are provided on a subscription basis by VERIPOS.
To activate VERIPOS services the user must first send a service activation request (containing the unit
user
code
,
vessel name
,
SAL
number
and
services required
) to the VERIPOS Helpdesk. Once processed, the
activation will then be sent via L-band satellite to the unit. The unit will start using VERIPOS services upon
activation.
When not required, some service agreements may allow for service deactivation.
NOTE
To use VERIPOS services a contract between the users’ company and VERIPOS
must
be in place. VERIPOS
ref ers to this as a Service Access License (SAL).
To avoid delays users should record and provide the SAL number associated with the VERIPOS
equipment.
The Helpdesk are unable to activate any equipment unless an active SAL exists.
