WHAT YOU SHOULD ASK YOUR SERVICE PROVIDER TO KNOW THAT YOU ARE GETTING THE HIGHEST QUALITY TECHNICAL SUPPORT:
>WHY CHOOSE LEPTON
1. Is your Network Operations Center 24x7?
A 24x7 NOC is the industry standard across all quality service providers today.
Lepton’s 24x7 NOC operates in our headquarters and is always monitoring our equipment, networks, and customer sites.
2. Are the NOC and the Help Desk in the same place?
If not, your Service Provider may be outsourcing network management and reselling another company’s services.
Our 24x7 NOC in Vienna, VA manages all of our networks. We don’t allow other providers to control our customer experience, and we don’t pass on unnecessary costs.
3. Do you utilize reactive of proactive monitoring?
Do you get an alert when something is wrong, or do you have to pick up the phone to call the Technical Support (if your phone is even working)?
Lepton deploys Solarwinds® across our networks and our customer remote site equipment so we see all aspects of network performance before there is an anomaly. Most of the time, we alert our customers that we are working to mitigate the issue before they even realize there is one.
4. Does your Helpdesk support the VSAT hardware?
Lepton finds that over 50% of SATCOM issues are hardware related. Your service provider should support the equipment they sell you, 24x7.
Lepton hosts regular equipment training for all the NOC employees to make sure they are experienced in all the VSAT equipment we offer to our clients.
5. Do you provide a real-time portal?
Your service provider should provide transparency in the form of a webportal showing real-time network metrics.
MyPortal offers Lepton customers a comprehensive look into their network with unique log-ins and visibility into current speeds, data usage, local weather issues, signal strength, and more.
6. Are your NOC technicians certified on my platform?
Find out what type of training the network technicians have - these will be the people controlling your network and service experience. They should be trained on the modem/hub infrastructure your solution is using.
At Lepton, customer service is our greatest strength. All of our NOC technicians and even our management is trained on all the network platforms we offer. NOC technicians are also trained to support your VSAT hardware so we can be your single source for SATCOM support.
7. Do you have any Quality Management certifications?
Managing a 24x7 satellite network is not simple. A lack of processes, procedures, and professionalism can quickly lead to poor customer experience.
Lepton remains ISO 9001:2015 compliant so we can perform at our best and assure quality in our communications solutions.