SatCare Frequently Asked Questions (FAQs)
Who is SatCare for?
SatCare is for all Gilat customers (i.e. hub operators).
What are the main benefits of SatCare?
SatCare main benefits are:
- Protection of customer's investment and profitability
- Technical support services for smooth network operations
- Software maintenance support
When should a customer sign up for SatCare services?
In order to receive support and services, a customer should commit to one of the SatCare programs 30 days before the end of the 1st year warranty.
What are the SatCare options?
The SatCare options are:
- 1st year enhanced applicable during the basic warranty period and includes emergency services, a SatCare visit and traffic analysis report.
- SatCare Standard applicable after the 1st year warranty has ended and details can be found in the SatCare brochure.
- SatCare Premium applicable after the 1st year warranty has ended and details can be found in the SatCare brochure.
Can a customer sign up for SatCare Premium service during the 1st year warranty?
Yes. With this option, the 1st year warranty is enhanced with the SatCare Premium services such as maintenance visits and SLA in addition to the services given in the enhanced warranty.
What happens if a customer is not willing to sign for any of the SatCare programs?
the customer may purchase a segment of the SatCare package. The segments offered are:
- SatCare without equipment warranty
- Equipment warranty only without services (not recommended)
- Traffic analysis report
- SatCare visit and report
What happens if a customer is not willing to sign for any of the above?
Such a customer, pending an internal management review board, may be denied all Gilat services.
SatCare Premium includes four proactive visits, what are they for?
Two visits are for preventive maintenance, one visit is for technical consulting, and one visit's content is per customer's choice.
If a customer has both DialAw@y IP and Skystar 360E, how many SatCare programs does he need?
Two. Each system requires its own SatCare program. Pricing may be bundled at the discretion of the Sales person.
What does the analysis report include?
Depending on the system, the report will include traffic report (data/telephony) and recommendations for optimization.
Where can I find the contents of SatCare services?
The contents appear both in the SatCare brochure and in a white paper on this site.
Who should I contact to enter into a SatCare program?
Contact your Gilat salesman/program manager responsible for your account or contact Gilat professional services
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