VSAT / WAN Communications Service & Support

Service and Support
       Hermes' approach to service and support aims to maximize the reliability of your
       system and to deal quickly and efficiently with any problems.

Design and Installation
      The system is designed so that:
             - remote access and management is built-in
             - SLA and break-fix expectations are clear and realistic from the outset

      During the installation phase, Hermes will train key staff in basic diagnostics  
      and troubleshooting, so that problems are identified quickly.

Monitoring and Management
       Once a service goes live, it is monitored remotely 24/7/365, using monitoring tools
       which include:
               - monitoring of all satellite signals
               - SNMP/IP monitoring of key network devices
               - traffic flow into and out of each port
       These systems allow management of the remote site and give early warnings of capacity issues.

Web-based Access
          You will have secure web-based access to Hermes monitoring system, so that you can see at any time how your network is performing.

Troubleshooting
          Hermes monitoring system often allows identification and elimination of problems before they are visible to users.
          Hermes operates a 24-hour helpline for fault reporting.
          All faults and problems are dealt with through a ticket system. You can receive e mail notification for fault tickets and have secure web-browser access.

Monthly Reporting
  You will receive a monthly service report including:
       Performance against SLA
       Site visits
       Problems experienced
       Service recommendations