SurfBeam® 2 Pro Portable Terminal Operations Guide
© 2014 ViaSat, Inc.
Page 7-1
All Rights Reserved
ViaSat Proprietary Information
7
H
ELPDESK
S
UPPORT
In the event of an Exede™ service or hardware issue resulting in a service problem, please contact your service
provider.
The customer is responsible for selecting the appropriate first point of contact that is the service provider
from which the service was purchased. This may be either ViaSat directly or a Service Reseller (customer is
responsible for obtaining the reseller contact information).
Before contacting customer support, obtain as much information and relevant detail as possible to provide
an accurate description of the suspected issue. Minimum information required includes:
Modem MAC Address
Antenna terminal equipment: manufacturer, model, or description
Detailed description of problem
Terminal Location
ViaSat’s Exede™ Enterprise Helpdesk for support (installation or field).
Phone:
Domestic:
855-656-6623
International:
+1 720-493-7300
E-mail:
ViaSat NOC Technical Support:
Toll Free: 1-855-656-6623
Email:
The ViaSat NOC is a 7 day x 24 hour operation
Contact
ViaSat NOC
Customer Service
Problem
Contact
Reseller
Yes
No
Vendor Resolves
Problem
ViaSat or Reseller NOC staff
determine root cause of
problem and direct customer
to appropriate vendor to
resolve
Service
purchased
from ViaSat?
