Vizada Networks has introduced its redeveloped Global Field Support Program (GFSP). The new Vizada Networks GFSP has been created in close co-operation with the industry’s international association, the Global VSAT Forum (GVF) and promises to raise the bar in terms of quality of customer support, ensuring through intensive Field Engineer training, that Vizada Networks and its global partners provide only the highest standards of service, wherever they are in the world.
The foundation of the new GFSP is a strong emphasis on training and certification for Vizada Networks’ partners’ Field Engineers, with the goal to provide even faster response times and to meet the demanding requirements of Service Level Agreements (SLA), regardless of how remote the customer site is. The certified Field Engineer training, which currently has 78 students either enrolled or already certified includes the highly regarded ‘Advanced Installer Certification‘ from the GVF, ensuring a very high ‘minimum level of knowledge’ for Vizada Networks and its partners’ Field Engineers when visiting customer sites.
GVF Certification of Field Engineers is proven to result in improved system performance and higher standards of service reliability. The Field Engineer training is conducted via interactive lessons and exercises offered on an online portal at https://gvf.coursehost.com. Upon completion of the online training — which was developed for GVF by SatProf, Inc. — Field Engineers meet on-site with a Vizada Networks’ GVF-qualified Examiner, who administers a Hands On Skills Test using live VSAT systems. Successful trainees will be awarded GVF Advanced Certification, a distinction that will ultimately benefit Vizada Networks’ partners and the international user community.
By committing to high levels of training and certification, Vizada Networks is playing an important role in the reduction of satellite interference, which causes reduced service reliability for all operators when VSAT antennas are incorrectly installed, operated or maintained. The Vizada Networks GFSP has already received backing and support from several major players in the space segment, including leading fixed satellite services provider, Intelsat, whose Interference Management Initiative (I3) is providing an industry wide platform to tackle this issue. Vizada Networks is represented in I3 within a special customer task force, implemented to assist in prioritising Intelsat’s activities. In 2009, Intelsat purchased a set of online coursework passes from the GVF and is now offering this training, complimentary, to its customers. Proper installation and operation of ground VSAT systems is paramount to reducing occurrences of interference.
In addition to the GFSP training and certification, a rigorous quality control component together with detailed policies and procedures regarding information flow allows Vizada Networks to provide premium response times and to manage field visits in the shortest time possible. Improved information management also enables the proactive identification of issues that may impact customers in the short and long term.
