Speedcast Statement on Coronavirus

Updates on Speedcast’s latest safety measures regarding COVID-19

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

At Speedcast, we’re deeply committed to providing our customers with best-in-class support. Our world-class teams are made up of experienced and passionate people in 40 countries—including 240 engineers and 24/7 multilingual technical support centers.

Our Monitoring System

Our monitoring system often identifies and eliminates problems before they even become visible to users. We monitor 24/7/365.

24-Hour Support

Submit an Incident Record or call our helpline to report a fault at any time, from anywhere. We will generate an Incident Record from your call.

Incident Record System

We open an Incident Record for every service problem and will work on the problem immediately.

Our step-by-step process for issue resolution

At Speedcast, we want your experience to be seamless. We’ve developed a proven step-by-step process to resolve problems and get your business back up and running as soon as possible.

Incident Record Opened

An Incident Record is opened for every service problem, regardless of source (customer portal, hotline or network originated). Fault clearance starts immediately after Incident Record opening.

Remote/On-site Diagnostics

Our engineers will initiate remote diagnostics and work with your onsite team. If necessary, we will send our techs to your remote site.

Fault Resolution

We provide updates by telephone, email or in-person. We recommend that you direct any questions to the helpline or your account manager.

Outage Clearance

We will notify you when your service has been repaired and when the outage ends. You may test the service before accepting final clearance.

Customer Service Centers

Increased Reliability

Proactive service monitoring and first call resolution

Innovative Approach

Remote service management and diagnostic

Performance-driven

Service reporting, notifications and escalations

Effective Communications

Clear status communication throughout Incident lifecycle

Our Customer Service Centers (CSC’s) teams are built with qualified engineers positioned globally, working as one team to ensure the highest level of skilled consistent support is provided on a 24 x 7 basis to all of our customers. Speedcast are equipped to monitor and manage large enterprise networks and provide our customers with a single point of contact for incident tracking and service restoration.

Speedcast Compass Customer Portal

Speedcast Compass delivers a complete online customer portal for network monitoring and management. One of the most powerful and comprehensive network management systems in the industry, Compass allows customers to monitor the operational performance of their remote site networks from a single platform.

Firmware Updates

Download the most up-to-date firmware and software for your products.

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