Customer Support

We go above and beyond for you

When you’re working in the world’s most isolated locations, connectivity becomes important. That is why you need a support team that you can trust to respond quickly and efficiently.

Our world-class team of people includes more than 1000 employees worldwide, a 24/7 service desk and a global network of service partners, meaning we can ensure better local customer care with a foundation of technical excellence and cultural understanding.

  • 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 7,000 maritime and land VSAT systems, 50,000 MSS terminals and 1,000 monthly logistics transactions, we’re capable of overseeing your biggest and most critical projects.

Our Field Service Engineers ensure in-country support for fast and professional installations and maintenance, on land and at sea. Fully HSE-complaint and BOSIET & HUET trained field engineers are close to all our customers’ operations to provide even faster and more effective on-site service and support, no matter where the location. Trust us to keep your business online and on time.

  • 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
  • +45 Enterprise partners cover over 135 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 9 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

Your peace of mind is important to us, which is why we do our best to guarantee quality control and customer satisfaction by resolving your issues as quickly and effectively as possible.

To demonstrate our commitment to the best management standards, we regularly participate in internal and external audits using one of the world’s largest accredited third-party certification bodies, AFNOR.

We also use a quality-controlled approach for operating, monitoring and improving the IT Service Management Systems, all in compliance with the ISO/IEC 20000-1:2018 standard.

Aligned with our Quality management system, we use ITIL (Information Technology Infrastructure Library) to optimise our IT Service Management System. Furthermore, Marlink uses a quality-controlled approach for operating, monitoring and improving the IT Service Management System in compliance with the ISO/IEC 20000-1:2018 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.

Hear what some of our customers had to say.

Read more

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.