Delivering Hope and Communications with SATCOM during Disaster Relief

When disaster strikes, it generally brings a paralyzing sense of uncertainty for those in the affected zones and family and friends on the outside. Survival becomes the top priority, and outsiders feel helpless not knowing the condition of loved ones and what help is needed for rescue and repair. Satellite communications links, often the only form of functioning communications in the aftermath of disasters, provide hope to families and friends, and critical information for rescue and relief efforts.

Recent extreme weather events including hurricanes, earthquakes, and wildfires, have increased reliance on SATCOM across the U.S., Mexico, and the Caribbean as search and rescue teams depend on remote communications solutions for reach back and situational awareness.

Considered the heaviest hurricane season in recent history, 2017’s major hurricanes to date Harvey, Irma, Jose, and now Maria had ravaged the continental United States and nearby islands, including Puerto Rico, the Bahamas, Cuba, Dominica, Dominican Republic, and U.S. Virgin Islands. The storms have knocked out critical infrastructure including power lines and telecommunications towers on these islands, leaving people in remote areas in particular in great danger.

In the aftermath of hurricanes Harvey, Irma, and Maria, Lepton Global has supported private companies with exposed facilities and infrastructure as well as DHS customers responding in Texas, Florida, Puerto Rico, and the USVI. The Lepton team has worked tirelessly throughout the hurricane season to provide high-quality Ku-band links, deployable satellite equipment, VoIP phone lines, and on-site technicians to ensure communications capabilities on the ground.

Due to the overwhelming response requirements from customers, Lepton increased the capacity on our Horizons 1 network in August to provide up to 10Mbps download speeds to our clients in the affected areas. We have deployed technicians across Florida, Virginia, Puerto Rico, and the USVI within 24 hours of a request to bring VSAT systems online for deployment. We have provided over 40 VoIP lines to our customers on the ground. Lepton’s satellite communications have enabled the coordination of relief efforts with local and federal rescue teams and allowed the transmission of high call volumes by victims and responders.

Lepton’s agility and experience supporting short-notice requirements enable us to respond with urgency to catastrophic events. Customers appreciate the flexibility and customization of our plans, and annual occasional use support contracts have proven vital in the wake of recent events. One of our corporate customers in Tampa uses Lepton’s COOP (Continuity of Operations) solution as a part of their risk management plan. In exchange for a low monthly service plan charge, this customer can call on Lepton to provide a complete communications suite, including a technician, within 24 hours of notice.

In August, this customer requested such a satellite communications package 3 days ahead of Hurricane Irma striking Florida. Lepton immediately deployed a pre-configured, pre-tested portable VSAT system with high bandwidth network access, pre-configured VoIP phones, Wi-Fi routers, and various power solutions customized by our team to fit their needs. In the off-season, this customer receives annual on-site training and a guaranteed 24-hour turnaround in the event of an emergency.

Lepton’s experience this hurricane season is a reminder of the role that satellite communications technology provides both to government and military relief efforts, and to businesses during emergency scenarios. As climate change continues to occur and extreme weather events seem to be increasing, we are expanding our disaster response and continuity of operations solutions and capabilities, and we encourage our customers to strengthen risk management plans for communications considerations involving SATCOM.

Contact Us to customize your SATCOM solution.

ISO 9001:2015 Certification

Lepton Global Solutions is proud to have reached a significant milestone in our organizational development and commitment to quality: ISO 9001:2015 certification. As explained by the International Organization for Standardization (ISO), “The ISO 9001:2015 standard is based on a number of quality management principles including a strong customer focus, the motivation and implication of top management, the process approach, and continual improvement.”

ISO 9001:2015 certification signifies that our organization is committed to continual improvements and that regular internal reviews ensure the success of our quality management system.

What ISO 9001:2015 means to our company:

At Lepton, quality management primarily means continuously striving to deliver a better experience for our customers. We ensure that our organization is operating as a well-functioning system, not just individual people working toward a common goal. We are committed to improving every aspect of our business – from customer service to processes to business metrics. Through our adherence to ISO quality standards, we regularly review and revise our practices for improvement.

What the Certification means to our employees:

ISO 9001:2015 implementation is an asset for Lepton employees. Thanks to our QMS, Lepton employees understand the expectations of their jobs through clearly defined roles and performance metrics. Each member of our team is responsible for shaping their own goals, and they receive valuable and timely feedback through periodic review sessions. Our quality system also empowers employees by making them directly responsible for tracking and improving processes that affect their work; employees are expected to modify and adjust goals according to the growth patterns of our business.

What ISO accreditation means to our customers:

Adherence to the Quality Management Standard means we are always trying to be better. We are constantly collecting data on our performance, eliminating mistakes, and adjusting our processes to provide the best possible customer service. Our company culture is centered around delivering critical services and products with flexibility and agility. While it may seem paradoxical, we are able to do this with accuracy and professionalism at a high op-tempo because of our adherence to processes. ISO 9001:2015 is a flexible standard, and we have designed a quality management system that meets the standard while still addressing the needs of our customers and other stakeholders.

What ISO Quality Management System means to our partners:

ISO QMS certification provides a benchmark to vendors and customers about our commitment to quality. It also opens doors to partnering with more companies that value and even require the same high standards and dedication to quality customer service. Vendors know we will be good stewards of their products. Customers can be confident that what they have asked of us is what they will receive.

View ISO 9001:2015 Certificate

What Makes Our Customer Support Special? The Lepton NOC

Around the Clock Service

In today’s global economy, you can buy a printer, request food delivery, or have a credit card issued at literally any time, day or night. And you will often find a customer service representative available to help regardless of the hour. For any company to operate successfully on a global scale, the around-the-clock technical support team is a necessity. The same is, of course, true for satellite communications companies like Lepton, which is why we operate our Network Operation Center (NOC) 24 hours per day, 365 days per year.

Going Beyond 24×7

What does the NOC mean to us at Lepton? Perhaps second to our website, the NOC is among our most visible customer-facing assets. We hold our technicians to high standards of professionalism, technical capability, and concern for the quality of our services. Having personnel to cover a 24×7 NOC requirement is de rigueur, but we also require that each member of our team be attentive, personable, and knowledgeable about the breadth of antenna systems that our customers operate. We also encourage our staff to grow and improve; we invest in our team by providing training and certification courses to ensure competency and familiarity with various types of satellite equipment and networking platforms. Because we take an agnostic approach when selecting equipment for customer solutions – focused on their needs rather than our manufacturer alliances – our technicians must be well-prepared to service a variety of VSAT manufacturer models and form factors.

Our NOC staff truly work as a team, and each member is invested in supporting their teammates and our customers to ensure operations are successful. Being a NOC technician is not shift work at Lepton, it is a lifestyle. Our customers are looking for someone on the other end of the line who cares, listens, and really wants to solve their issues. Our technicians use a personable approach with customers; they become trusted guides in all things satellite, even beyond our service. It is not uncommon for customers to call Lepton technicians on their cell phones with questions unrelated to the service Lepton provides because they know they will receive a helpful and urgent response.

Leading with Action

At Lepton, we believe in preventing, not reacting to problems. Our strategy involves proactive network monitoring tools that keep the Lepton NOC team one step ahead of potential issues, such as weather, modem temperature, or something as simple as an Ethernet cable being unplugged. This proactive approach, as compared to the conventional reactive nature of most technical support centers not only saves Lepton and our customers money, but it reduces downtime, conserves hardware, and fosters a relationship of trust between the NOC staff and the end-user in the field. When our customers call with an issue, we are already working to resolve it.

Network Performance Monitoring (NPM) software is tightly integrated into our suite of NOC tools. Lepton has partnered with industry leading software including iDirect iMonitor® and SolarWinds® to ensure continuous oversight of our satellite network nodes. We have also outfitted our NOC engineers with the latest in radio frequency (RF) monitoring equipment, and our networking infrastructure has fully redundant power and Internet access. The robustness of our NOC ensures our NOC team will be in touch with our customers regardless of conditions.

For a service-oriented small business, it is essential to take a 21st-century approach to customer service. Lepton does so by providing high-quality, 24x7x365 customer support, by investing in our people, and by employing the latest technologies to offer proactive support.

Visit our Technical Support page to learn more about the Lepton NOC.