Customer Support

USSI Global offers a holistic solution tailored to meet our customers’ needs.  Our dedicated business development and solution engineering staff will assist customers in designing a program that meets milestones and SLA’s while mitigating any obstacles.

Large-Scale Deployment Services

USSI Global can fulfill your entire project from inception to completion.  We offer a complete array of services that include:

  • Project/Site Engineering
  • Project Management
  • Dispatch Services
  • Multilingual Call Center & Technical Help Desk Support
  • Procurement
  • Inventory Kitting, Delivery, & Tracking
  • Warehouse Storage & Staging
  • On Site Field Support 24x7x365
  • Online Access to all Program Data

Recruiting and maintaining qualified field service providers is imperative for USSI Global. This allows us to consistently deliver quality installations and services. Our engineers, project managers, programmers, service providers, and installers hold varied professional credentials and also adhere to the USSI Global code of ethics and professional conduct. All field service providers participate in rigorous and ongoing customer satisfaction survey rankings and quarterly training.

Network Operations, Call Center, & Technical Support

We understand that system down time is not an option. Our multilingual technical help desk is available 24x7x365.  We are fully equipped to address your satellite, broadcast network, or digital media questions and issues, accurately and efficiently. This includes:

  • 24x7x365 Help Desk & Technical Support Center
  • Multilingual Support
  • Scalable for Special Short-Term Project or Seasonal Availability
  • Documented & Tested Disaster Recovery & Escalation Access
  • Transponder Access & Traffic Management
  • Network Operations, including Switching, Scheduling, & Quality Control
  • Remote Monitoring & Control of Networks, Equipment, & Facilities with Advanced Event Management Systems
  • Network Database & Conditional Access Management

Global 24x7x365 Field Service and Support

USSI Global provides global access to quality installation, service, critical repair, and preventative maintenance for network, broadcast and digital media services. With extensive experience in design and integration, we can provide a complete range of customized services that include:

  • Earth Station Integration & Commissioning
  • Large-Scale IRD Deployments at US Cable Head Ends
  • Support for Large-Scale Geographic Satellite & Light Wave Testing. 
  • VSAT & Digital Media Network Deployment & Maintenance
  • Digital Media & Antenna Installations, Relocations, & Upgrades
  • Turnkey Deployments of Store-and-Forward Delivered Networks
  • Scalable Mission-Critical Reactive Maintenance Services
  • Preventative Maintenance Program

USSI Global provides a network of warehouse facilities that are secure, organized, and capable of fulfilling project requirements. Our facilities are operated 24x7x365 and have a documented accuracy of 99.9%.  Our facilities also have the capacity to repair, test, clean, kit, and repackage your equipment for redeployment. Our services include:

  • Global Warehousing & Distribution
  • Bench Testing & Repair Services
  • Clean, Test, Kit, & Repackage Equipment
  • Shipping, Receiving, & Serial Number Tracking
  • Return Parts Management
  • Same-Day FedEx™ Delivery of Mission-Critical Spare Parts
  • IRD Activation, Network Component, & Critical Spares Management

Online Support Tools

USSI Global provides all customers with a unique, custom-designed, proprietary dashboard (call ticket) system.  Each customer has the ability to customize what their end users view. The portal includes information such as:

  • Site ID, Address, & Contact Information
  • Site Scheduling & Dispatch
  • Estimated/Actual Arrival, Start, Complete, & Departure Times
  • Call Event Notes
  • Inventory Management
  • Return Merchandise Authorization Management
  • Invoice & Billing Management