IRAQSAT Support Suite User Guide

rev.2007-03-30 - download the latest version of this guide at www.iraq-sat.net

IRAQSAT Support Suite

The idea of the IRAQSAT Support suite is to ticketing the activity of each site including the installation and problems may face each site also IRAQSAT Support Suite will make sure that each email or request will be answered in max 24 hour, all of our help desk engineers will see your request and deiced what is the best and fast solution to your problem.

Why IRAQSAT Support Suite ?

IRAQSAT has used support suite because of the following

each problem or request will share all IRAQSAT Engineers experience.
fastest way to answer your emails or requests.
full history for your site including dates and details.
another experience reference to IRAQSAT web site that may help our customers.
grantee way to answer and solve your problems.

Before you begin

Before you begin using IRAQSAT Support Suite, please check the following pages on the IRAQSAT web site. The HTML version of this document has many links to these documents, but you can still work from a printed or PDF copy of this troubleshooting guide. If so, you may wish to print these pages for your reference.

Frequently-Asked Questions:	http://www.iraq-sat.net/faq.html
VSAT Terms and Acronyms:	http://www.iraq-sat.net/kb_vsat_terms.html
Your Modem Troubleshoot Guide:	http://www.iraq-sat.net/Troubleshooting.html

What you will need

You will Internet Access and a valid IRAQSAT site ID and/or gateway IP address and/or modem serial number.

1. Login To IRAQSAT Support Suite

On your browser open the following link

https://www.iraq-sat.net/support/

Your browser should display the login page:

supportsuitelogin

	Register Register a new account to submit a new ticket or manage your tickets, note that if you are email address is not registered then you can't view your tickets through the IRAQSAT support suite instead you can only receive the replays to your email through your mail box or mail client.
	Submit a Ticket you can issue a ticket to our support, admin or Sales Departments, see below details.
	knowledge base view categorized listing of all common frequently asked questions which is already in IRAQSAT main page.
	News view latest IRAQSAT news and announcement
	Downloads View our categorized library of downloads which you may need to install and troubleshoot your modem.

Login Section

Write your email address and password if you are already a registered member then
click login button to login, in case you lost your password then click on [lost Password]
an email with a new password will be emailed to you.

2. Submitting a Ticket

after clicking

submit a ticket on the login page you will see the following page:

you should select the department then click Next_button

to move to the ticket body, also you can click on reset_button

to restore the default settings of the page.

here you can write your ticket, the Ticket body consist of 5 sections as following

General Information
- Full name : write the name that you want it to appear in the ticket.
- Email Address : write your email address .
- Priority : ticket priority default is low.
Satellite Information
- Site ID : your site ID (Example: SVSXxxxxxx, IRQSATxxxxxx).
- IDU Serial Number : write your IDU serial number i.e: modem serial number.
- Gateway IP : write your modem IP address.
Message Details
- Subject : always include the site ID in the subject field that will make the trace for your ticket faster.
- message : write the details for your problem, include the performed tests results.
Upload File(s)
- Optionally you can upload any files regarding your modem tests. i.e: captured images for modem status or test files.
Recipients
- you can Carbon-Copy (CC) any email to the ticket so that the CCed person can view the ticket.

after you finish filling your ticket you can click on submit_button

to submit your ticket or you can click on reset_button

to clear all the fields.

IMPORTANT NOTES

always double check your email address when you use the support suite system.
check your emails after you submit a ticket, you should find an auto generated message informers you that your ticket has successfully received.
include as many information as you can, that may reduce the time of solving your problem.

3. Contacting IRAQSAT Support Department

You can contact our Support department through

Chat : support@ssi-iraq.com (MSN messenger)
helpdesk_ssi (Yahoo Messenger)

Phone : +964 7901908337 (Iraqna Mobile Baghdad)
+964 750 461 7486 (Korak Mobile Arbil)
+964 01-5431917 (Land Line Baghdad)
066 2566811 (Areaphone Arbil)
+8821621192983 (Thuraya)
+44 207 108 0626 (VSAT)
+44 128 076 5051 (VSAT)

4. IRAQSAT Announcement Registration

you can register you email address on IRAQSAT announcement list to keep your site up-to-date about all the informations and announcemets about our services, news and products, you can send your email and site ID to support@iraq-sat.net .