Customer Support

Leveraging on more than 70 years of experience, we aim to provide our customers with great support and achieve a continuously high level of customer satisfaction.

Our expert people, our network and our support deliver the reliability that guarantee the best performance out of your remote assets and your business operations.

  • Service Desk

  • Network Operation & Competence Centers

  • Service Management

  • Customer Portals

Service Desk

Our Service Desk provides first-rate technical and business operations support. Operating 24/7, our teams are qualified to provide excellent customer service and technical support across multiple satellite networks, terminals or value added services. Their expertise are backed-up by a state-of-the-art service management system and our ITIL compliant processes.
EMEA:                +33 1 70 48 98 98
Americas:        +1 310 616 5594 or +1 855 769 3959 (toll free)
Asia Pacific:     +65 64 29 83 11
Email:              servicedesk@marlink.com

What we can do for you
We can help you 24×7 with any services, terminals and solutions in the Marlink’s portfolio:

  • Immediate and continuous customer support
  • Activation/deactivation of terminals and SIM cards
  • Administrative assistance: customer data administration, country-specific regulatory concerns
  • Request Management and fulfilment
  • Incident Management
  • Billing assistance
  • Guidance and tips

Coordination with Marlink specialists and experts

Network Operation & Competence Centers

Our Network Operation Centers (NOCs) and Competence Centers provide you with 2nd line expert support. Marlink’s experienced team of network engineers has the ability to accompany you through troubleshooting, performance monitoring, training and expert consultancy.

What we can do for you

  • Complex requests
  • Troubleshooting
  • Resolution of complex incidents
  • Problem management
  • Change management
  • Training
  • Hands-on demonstrations
  • Applications testing
  • Coordination with our 3rd line engineering team, suppliers and manufacturers if needed

Service Management

When communications are critical for your business, we can give you assurance that you will be supported in your day-to-day operations far beyond best-effort and standard SLA’s.

If you have a higher demand than our standard SLA, we have a set of robust, extended Service Level Agreements (SLAs) that reflect our commitment to you.

Sealink and Terralink VSAT Service Management Options

  • Dedicated Service Management
  • Dedicated operational escalation point
  • Time commitment
  • Advanced proactive monitoring and control of your network
  • Follow up operations with regular meetings
  • KPI reporting

Customer Portals

Our main customer and partner portals give you 24×7 support to administrate your Marlink services.

Portal 360
Marlink’s online portal enables quick and easy monitoring at your fingertips. Check your bandwidth utilisation, uptime and availability; extract reports and set alerts.

Data Manager
This straightforward web portal enables remote optimisation of data traffic: access to terminal account profile, firewall and protection, web compression and web filtering, usage check in near real-time, etc.

The Source
The Source® is a complete account management tool which enables our Service Providers to track and manage end-user accounts and perform everyday account management tasks.

PartnerLink extranet

Our extranet gives you access to in-depth information and documentation such as Marlink business news, sales kits, product literature, user manuals, installation guides, etc.

Installation & Maintenance

Handling more than 3000 VSAT antennas, 9000 MSS terminals, 100 000 active SIM cards and 1000 monthly logistics transactions, our Customer Operation team is set to handle your biggest and most critical projects.

Highly motivated, more than 220 Marlink’s representatives from 42 nationalities are committed to support you at each stage of your operations.

  • Installation & Delivery

  • Maintenance & Field Service

  • Equipment, Spares & Repair

Installation & Delivery

Marlink installs and delivers more than 60+ VSAT solutions every month.

From single orders to large fleet projects and customised solutions, each request is handled with a structured project management approach including ISO9000 and ISO20000 certified business processes.

We can support in all the distinct phases of your project: shipment, system configuration, antenna placement design, installation, commissioning, etc.

Maintenance & Field Service

Marlink Field Service Engineers ensure fast and professional VSAT installation and service support, on land and at sea.

Additionally, Marlink has its own network of certified Field Service Alliance partners, based on intensive training, certification and rigorous quality control. The Field Service Alliance (FSA) program is our commitment to provide even faster and more effective on-site service.

  • +20 Maritime partners are available in over 1000 ports
  • +35 Enterprise partners cover over 130 countries

 

What we can do for you

Marlink Field Service Engineers and FSA Partners support you with:

  • Site survey
  • Installation or de-installation
  • Repair
  • Upgrades
  • Migration
  • Replacement
  • Preventive and corrective maintenance
  • Service & call-outs (ad hoc on-board or on site visits)

Equipment, Spares & Repair

Marlink has years of experience in sourcing and delivering hardware to partners and customers worldwide and ensure the rapid deployment of your communication solution.

With 8 own and well stocked logistic centers and several bonded facilities all around the world, there is always a point of contact in your time zone to quickly answer your request.

We have developed tight cooperation with the largest freight forwarders to guarantee timely and accurate delivery of equipment and spares in every corner of the world.

Complementary to our logistics service, we also provide a high-quality repair service. A team of experienced engineers take care of repairing, upgrading, cleaning and completing all the mobile satellite communication equipment offered through Marlink. For our VSAT equipment we have tight relations with repair shops and vendors.

 

What we can do for you

Our Logistics Centers offer you a complete range of standard equipment and accessories for all products and solutions wherever you are:

  • Standard portfolio: Intellian, Cobham, BEAM, Hughes, Iridium, JRC, Thuraya, iDirect, XChange
  • On special request: we purchase other materials under favourable conditions
  • Equipment pre-testing and pre-configuration
  • Short delivery times and reasonable transport costs
  • Domestic and international shipping, including door to door delivery in remote areas
  • Logistical support: customised packing, shipping quotes, shipment tracking, etc.
  • Administrative assistance: customs clearance, insurance, etc.
  • Service & maintenance to keep equipment in optimal condition
  • Handling of warranty repairs (returning the equipment to the manufacturer)
  • Handling and performing out-of-warranty repairs
  • Software upgrades
  • Special configuration support and set-up

Customer Satisfaction

We are committed to give peace of mind when it comes to our services and deliver results for our customers and partners.

With quality of service at the forefront, Marlink maintains customer requirements and satisfaction throughout our Quality Management System (QMS) that meets the requirements of the ISO 9001:2008 standard. We run regular internal and external audits through one of the world’s largest accredited third party certification bodies, AFNOR, to demonstrate our commitment to quality and best management practices throughout the entire customer lifecycle.

Aligned with our Quality management system, we use ITIL (Information Technology Infrastructure Library) to optimise our IT Service Management System certified by DNV-GL. Furthermore, Marlink uses a quality-controlled approach for operating, monitoring and improving the IT Service Management System in compliance with the ISO/IEC 20000-1:2011 standard.

This ultimately enables us to streamline our global support, to achieve faster and better issue resolution for customers.

The Customer Operations team continuously measures customer satisfaction to further improve, measuring our Net Promotor Score (NPS) and Customer Effort Score (CES). After every case is closed, we invite our customers to tell us how we did. Embedded in our processes is the evaluation of these results and continual improvement actions.

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Customer References

We give people the confidence and reliability to communicate no matter where they are in the world. Our customers include: merchant shipping, offshore maritime, cruise and ferry companies, mega-yachts and fishing vessels, energy and mining companies, emergency response & humanitarian organizations, global media and events companies.

Click here to read what they say.