Customer Support

Leveraging on more than 70 years of experience, we aim to provide our customers with exceptional 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 is back-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

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 a 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 reflects 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 utilization, 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.