ST Engineering iDirect

iSupport – Broadcast and SCPC Products

iSupport Plans provide a range of operational support for all ST Engineering iDirect product lines to ensure that every partner stays in the best position to fully enhance their service offerings and maximize every competitive advantage as the pace of VSAT innovation continues to accelerate. iSupport is offered in three service tiers: Basic, Enhanced, and Premium, all offering special benefits ranging from direct access to a comprehensive knowledge base to remote network audit.

iSupport – Broadcast and SCPC Products

  • iSupport – Broadcast and SCPC Products

  • iSupport Basic Service Program 

    This plan is designed to provide our partners with a basic level of support services. The following features are included in the iSupport Basic Service Program:

    • Stay current and competitive with immediate access to service releases
    • Stay connected 24x7x365 to the experts. Entitled to round-the-clock access to world-class engineers and network experts. The Technical Assistance Center (TAC) Portal for Broadcast Modulators, Redundancy Switches, and SCPC product lines provides ongoing support for rapid issue resolution.
    • Easy access to the latest product documentation, technical notes, and bulletins. Comprehensive customer web interface with the TAC Portal, including, best practices and dynamic knowledge with all the latest information.
    • Easy issue tracking. Access to our online issue tracking system, TAC Portal, provides full tracking of issues, RMA (Return Material Authorization) status and more.

    TAC Portal at a Glance

    • Customer satisfaction ratings consistently above average – 93.4%
    • Technical Assistance Centers in Herndon, VA (USA), Belgium (Europe), Sao Paulo (Brazil) and Singapore (Asia)
    • Every TAC professional is fully trained in customer service, supporting customer networks, and problem resolution.
    • 24/7/365 Access

    Support Online: Answers when you need them

    Download software releases, review open cases, track the status of your RMAs, and more, all from the security of the password-protected TAC portal: support.idirect.net. Access to technical tips, technical bulletins, and the most up-to-date FAQs.

    For additional services and benefits, ask about iSupport Enhanced. Contact your ST Engineering iDirect sales representative.

  • iSupport Enhanced Service Program:

    Our most popular comprehensive support plan

    The Enhanced Service Plan is designed to provide customers with a full range of services, including:

    • Stay current and competitive with immediate access to software upgrades. Access to all major, minor, and service upgrade releases.
    • Stay connected 24x7x365 to the experts. Entitled to round-the-clock access to world-class engineers and network experts. The Technical Assistance Center (TAC) Portal provides ongoing support for rapid issue resolution.
    • Easy access to the latest product documentation, technical notes, bulletins, and software release notes. Comprehensive customer web interface with the TAC Portal, including, best practices and dynamic knowledge with all the latest information.
    • Easy issue tracking. Access to our online issue tracking system, TAC Portal, provides full tracking of issues, RMA (Return Material Authorization) status, and more.
    • Extended lifetime warranty through End of Life on iDirect hub-based hardware.
    • Expedited Repair or Return/Replace for hardware under warranty (dependent upon network).
    • Training Seat(s) (quantity dependent upon hub revenue tier).

    For additional services and benefits, ask about iSupport Premium. Contact your ST Engineering iDirect sales representative.