Document No: DC103196(C) Gilat Satellite Networks: June, 2014learn.gilat.com/general_docs/Gilat Star Track User Guide_0614.pdf · Gilat Satellite Networks | Confidential and Proprietary

Gilat Satellite Networks | Confidential and Proprietary Information

User Guide Document No: DC103196(C) Gilat Satellite Networks: June, 2014

ii | Gilat Satellite Networks | Confidential and Proprietary Information

Gilat Satellite Networks | Confidential and Proprietary Information This document contains information proprietary to Gilat Satelli te Networks Ltd. and its affi liates and may not be reproduced in whole or in part without the express written consent of Gilat Satellite Networks Ltd. The disclosure by Gilat Satellite Networks Ltd. of information contained herein does not constitute any license or authorization to use or disclose the information, ideas or concepts presented. The contents of this document are subject to change without prior notice.

Gilat Satellite Networks | Confidential and Proprietary Information | iii

Contents Introduction ........................................................................................................ 1

Managing Your Account .................................................................................... 2

User Sign In ............................................................................................................................... 2

Updating User Information ......................................................................................................... 3

Edit Profile .................................................................................................................................................................. 3 Email Notification Selection........................................................................................................................................ 5

Service Requests ............................................................................................... 6

Reporting a New Service Request ............................................................................................. 6

Adding an Attachment to an SR ................................................................................................10

Updating an SR .........................................................................................................................11

Searching Service Requests .....................................................................................................11

Simple Search .......................................................................................................................................................... 11 Complex Search....................................................................................................................................................... 11 Following an SR - From New to Closed ....................................................................................12

System Status ...........................................................................................................................13

System Emails ..........................................................................................................................14

RMA Support .................................................................................................... 15

Contact Us ................................................................................................................................15

Open New RMA ........................................................................................................................15

RMA for VSATs ........................................................................................................................................................ 15 RMA for BUC/LNB ................................................................................................................................................... 19 Hub Equipment ........................................................................................................................................................ 21 Cannot Determine Gilat P/N..................................................................................................................................... 22 RaySat Antennas ..................................................................................................................................................... 23 Tracking RMAs ..........................................................................................................................23

Track Your RMA....................................................................................................................................................... 23 Advanced Tracking .................................................................................................................................................. 23

E-Learning (Documentation) ........................................................................... 25

Registration Procedure for Star Track ............................................................ 28

iv | Gilat Satellite Networks | Confidential and Proprietary Information

List of Figures Figure 1: Sign In ................................................................................................................................ 2 Figure 2: Star Track ......................................................................................................................... 2 Figure 3: Link to Edit Profile ....................................................................................................... 3 Figure 4: Edit Profile ....................................................................................................................... 3 Figure 5: Email Address Change Approved ........................................................................... 4 Figure 6: Email Address Change Rejected .............................................................................. 4 Figure 7: Email Notification Selection ..................................................................................... 5 Figure 8: Open New SR .................................................................................................................. 6 Figure 9: New Service Request (Before) ................................................................................. 6 Figure 10: Warranty Status .......................................................................................................... 7 Figure 11: New Service Request Ready to Submit .............................................................. 8 Figure 12: Submitted Service Request ..................................................................................... 9 Figure 13: Correspondence Pane ............................................................................................. 10 Figure 14: Attachments Pane .................................................................................................... 10 Figure 15: Search for Specific Service Request .................................................................. 11 Figure 16: Advanced Search Parameters .............................................................................. 11 Figure 17: Complex Search Results ......................................................................................... 12 Figure 18: Closed SR ..................................................................................................................... 13 Figure 19: Open New RMA ......................................................................................................... 15 Figure 20: New RMA (Before) ................................................................................................... 16 Figure 21: Network List ............................................................................................................... 16 Figure 22: Gilat Serial Numbers for VSATs .......................................................................... 17 Figure 23: VSATs Added to Table ............................................................................................ 17 Figure 24: Table Completed for VSATs.................................................................................. 17 Figure 25: VSAT RMA Submitted ............................................................................................. 18 Figure 26: RMA Document for VSATs .................................................................................... 19 Figure 27: BUC and LNB S/Ns Entered .................................................................................. 19 Figure 28: Error Message and Gilat P/N ............................................................................... 20 Figure 29: BUC to be sent to Zinwell ...................................................................................... 20 Figure 30: RMA for LNB and BUC ............................................................................................ 20 Figure 31: Hub Equipment S/N and P/N .............................................................................. 21 Figure 32: Incorrect S/N Entered ............................................................................................ 21 Figure 33: Error Message ............................................................................................................ 22 Figure 34: Fields with Errors .................................................................................................... 22 Figure 35: Telkoor Power Supply ............................................................................................ 22 Figure 36: Track Your RMA ........................................................................................................ 23 Figure 37: Advanced Tracking Parameters ......................................................................... 23

Gilat Satellite Networks | Confidential and Proprietary Information | v

Figure 38: Complex Search Results ......................................................................................... 24 Figure 39: Link to E-learning ..................................................................................................... 25 Figure 40: e-Learning Academy ............................................................................................... 25 Figure 41: Documentation Master Page ................................................................................ 26 Figure 42: Figure Description ................................................................................................... 26 Figure 43: SkyEdge II Documentation List ........................................................................... 27 Figure 44: Sign Up Now ............................................................................................................... 28 Figure 45: Sign Up Form.............................................................................................................. 28

Gilat Satellite Networks | Confidential and Proprietary Information | 1

Introduction Star Track is Gilat’s new customer web site which has been designed to give you an improved user experience and more information about the support services provided to your networks. Some of the improvements and changes are as follows: Current users are automatically given access to both Service Requests

(Technical Support) and RMA support After signing in, you will see the home page which will show your latest

Service Requests and RMAs. Opening a new Service Request or RMA is simply one click on the home page. Improved search capabilities for both Service Requests and RMAs. Documentation can be reached via the E-Learning link at the top of the web

page. For further information regarding Service Requests, go to Service Requests. For further information regarding RMAs, go to RMA Support. For further information regarding Documentation, go to

E-Learning (Documentation).

2 | Gilat Satellite Networks | Confidential and Proprietary Information

Managing Your Account

User Sign In To sign in on the Star Track web site after registration:

1. When you access the web site enter your user name and the password you selected.

Figure 1: Sign In

2. Click Sign In. You will see the Gilat Star Track site with the data for your networks.

Figure 2: Star Track


Updating User Information

Edit Profile If changes have occurred in your user information, after Sign In, click on Edit Profile as shown below.

Figure 3: Link to Edit Profile

If you want to change any fields other than email address, enter the new information in the form and click Apply. The changes take place immediately. If you want to change your email address, click on Change Mail. A pane opens and you should enter your new email address and click Submit. This change has to be approved by Gilat. Until it is approved you have access to the web site using your old email address. You will receive a confirmation message that your request has been received by Gilat. You will receive a reply within two working days.

Figure 4: Edit Profile


If the request is approved, you will receive an email approving the change as shown below.

Figure 5: Email Address Change Approved

If the request is rejected, you will receive and email with the text as shown below.

Figure 6: Email Address Change Rejected


Email Notification Selection

If you only handle RMAs this section does not apply to you.

Emails are sent to you when one of the following actions occurs: SR Created/Closed - Sends email when a new SR is created by you or closed

by Gilat SR Status Changed - Sends email when the status of the SR is changed by

Gilat SR Team Changed - Sends email when the team handling the SR is changed

by Gilat Gilat added text to SR - Sends email when Gilat added text to the SR By default you will receive all of the emails. If you do not want to receive emails regarding changes in SR Status or SR Team, deselect them from the list below.

Figure 7: Email Notification Selection


Service Requests The Service Request (SR) system is used to report problems with your Gilat network’s operations. The following actions can be performed: Reporting a new Service Request Searching the SRs for your network View the current status, handling team and latest correspondence update Communicate directly with TS via the SR to update him as desired Upload files requested by Gilat TS via the SR

Reporting a New Service Request To report a new SR: 1. On your Gilat Star Track page, click Open New SR.

Figure 8: Open New SR

The New Service Request page opens.

Figure 9: New Service Request (Before)


The Hub Operator field will be filled in according to your registration parameters. A drop-down list will appear if you are registered for more than one Hub Operator.

2. Select the relevant Network from the list. If you only have one network, it will be shown. The list will show both networks On Warranty, which can be selected to open SRs and networks Not on Warranty which are automatically blocked from creating new SRs. For all questions about warranty, contact your local Gilat Program Manager.

Figure 10: Warranty Status

3. Select the Customer Priority (High, Medium or Low). This field is to be used by you to prioritize all of the SRs which have the same severity level (Major or Minor) for each of your networks. Gilat will use this field in order to concentrate on your High priority SRs as much as possible.

4. Select the Severity of the Notification based upon the following guidelines:

Critical severity level has been removed from the system. This category is reserved for use by Gilat Technical Support only for Network Outage instances. When you contact Gilat to report a Network Outage, a Critical SR will be automatically opened by Gilat and it will be visible to you.

Severity Level Critical is a condition that exists when all or part of the

System or Software is inoperative and the condition is affecting service. This condition is generally characterized by complete system failure and requires immediate resolution or correction. Some examples are a problem that affects system operation in one or more of the following ways: o Total or sectional system outage o Continuous system outages (reoccurrence of outages) o System failure resulting in significant reduction in customer’s operations

Severity Level Major is a condition that exists when all or part of the System or Software is partially inoperative, but the service to end users is not affected. The inoperative portion of the System or Software severely restricts


system operations but has a less critical effect than a Severity Level "Critical" condition. Examples are: o Loss of system redundancy o Significant degradation in resources or capacity handling (when system is

being operated according to specifications at time of license of product) o Total loss of major system component or function o Loss of administrative functions, routine Service/Support functions o Loss of ability to apply software updates

Severity Level Minor means the System or Software is usable and the condition does not materially affect operations. These problems are those resulting in a minor failure that involves individual components of the system. Or any other failure which does not fall into the definition of critical and major. Some examples are: o Configuration discrepancies not effecting the degradation or loss of the

service. o Procedural errors

Inquiry – Any request for information or explanation only that does not indicate that a current problem exists is defined as an inquiry.

5. Type the Subject and Problem Description. Try to be as clear as possible so that your problem can be identified and solved as soon as possible.

6. Add any attachments that you think may be relevant. These may include log files and screen captures.

7. Click Submit. The SR is given a number and is sent to the system. The Description pane has been changed to Correspondence and your description of the problem appears along with your name and date. In addition, you will be sent an email confirmation with a link directly to the SR.

Figure 11: New Service Request Ready to Submit

The SR is given a number and is sent to the system as shown in Figure 12. The Description pane has been changed to Correspondence and your description of the problem appears along with your name and date. In addition, you will be sent an email confirmation with a link directly to the SR.


Figure 12: Submitted Service Request

After TS changes the status of your notification to In Process, you may be contacted by him to review the Severity assigned to the SR if he feels that the level assigned was not according to the guidelines found above. This is done in order to enable Gilat to concentrate on SRs with higher Severity levels in order to solve the most important problems in the shortest time and in the most efficient manner. The following changes are now present in the SR: The Priority field always remains active so that you can modify it at any time

as required. If you want to change the Priority, make sure to click Submit after making the change.

Attachments can be added and uploaded at any time. The Description pane changes to Correspondence. This will be used by

Gilat to communicate with you as required during the handling of the SR. You should reply to Gilat via this pane and not use external emails.

The Add to Correspondence field enables you to correspond with the Gilat TS who is handling the SR.


Figure 13: Correspondence Pane

Adding an Attachment to an SR To add an attachment to an SR: 1. Click Browse in the Attachments pane.

Figure 14: Attachments Pane

2. Click Browse and search for the file to be uploaded. 3. Click Add to upload the file.


Updating an SR You can perform the following actions in an SR that is not Closed: Modify Customer Priority Add additional Correspondence in the Add to Correspondence pane Add Attachments Click on the file name in the Attachments pane to Open/View/Save it

Searching Service Requests

Simple Search If you know the SR# that you want to find, enter it in the Track Your Service Request pane and click Search.

Figure 15: Search for Specific Service Request

Complex Search A complex search can be carried out using any combination of the parameters below

Figure 16: Advanced Search Parameters

Hub Operator – search any or all of the Hub Operators you are authorized to

view Network – search any or all of the networks belonging to your Hub

Operators. Search can be carried out on all networks, independent of their warranty status.

Customer Priority – All, High, Medium, Low Severity – All, Critical, Major, Minor or Inquiry. This includes Critical SRs

opened by Gilat TS. Created Date – search SRs by the range of dates they were created


Status o New – all SRs which have the status of New o Closed - search SRs by the range of dates they were closed o In Progress – search SRs by any or all of the following statuses:

− In Process − Will be Solved in Future Version − Waiting f or Customer Information – SR on Hold − Solution Proposed to Customer – SR on Hold − Scheduled Activity – SR on Hold − Solution Implemented – Customer to Approve – SR on Hold − Software Released

After completing your selection, click Search.

Figure 17: Complex Search Results

The search results can be exported to an Excel spreadsheet for analysis.

Following an SR - From New to Closed This section will show all of the steps that occur from the time an SR is opened until it is closed. The SR used was designed to be one that was closed by TS in the local office and did not require a software upgrade. This was done for purposes of simplicity only and it does not affect the handling of the SR. We want to emphasize that all correspondence is now found inside the SR itself. Only notification emails are sent to the person who opened the SR along with emails sent for specific requests. Please do your best to follow these guidelines to ensure that your SR is handled in the most efficient manner possible. Step 1 – Creating a new SR – this follows the process outlined in Reporting a New Service Request. This is here also in order to make the process complete. It has to be stated again that this SR also contains an attachment sent by the reporter. This is often very helpful to the TS when he starts to work on the SR. Step 2 – Receiving a request from TS – when the TS starts to work on the SR, the status is automatically changed to In Process. The TS then sends a message to the reporter which is found in the Correspondence pane. When the TS asks the customer to supply additional information, the status is automatically changed to Waiting for Customer Information - SR on Hold. When the information is received by TS the status is changed back to In Process. Step 3 – Receipt of log files, analysis of data and closing the SR. This capture contains several actions in a single capture. In the field, this may require a number of days or even more to complete. The steps are as follows:


In response to the request for the log files, the reporter sends them to Gilat. He also makes an entry in the Add to Correspondence pane which is automatically moved to the Correspondence pane.

The TS then analyzes the files and determines that there was a configuration error and works with the customer to correct the error.

At this point, the TS and customer agree that the SR can be closed. The TS then changes the status to Closed and enters a Solution Description.

Figure 18: Closed SR

System Status The table below shows all of the statuses that an SR can be in with an explanation of each.

Table 1: SR Statuses

Status Explanation Closed The SR is closed

In Process The SR is being handled

New The SR has been entered into the system but not yet handled by Gilat

Scheduled Activity – SR on Hold

An activity is required to be performed in order to proceed with the SR.

Software Released The software needed to complete the SR has been released.

Solution Implemented – Customer to Approve - SR on Hold

The solution has been implemented and waiting for customer approval to close the SR.

Solution Proposed to Customer - SR on Hold

The solution has been proposed to the customer and TS is waiting for a reply.


Status Explanation Solved in Future Version The solution to the SR will be available in a future version

Waiting for Customer Information - SR on Hold

The customer has been asked to supply further information in order to proceed with the SR.

System Emails Automatic emails are sent when the following actions are carried out by Gilat, except for the confirmation email that you receive when opening a new SR: New SR Created SR Status Changed from New to In Process SR Status Changed to In Process (not from New) SR Status Changed to Waiting for Customer Information - SR on Hold SR Status Changed to Solution Proposed to Customer - SR on Hold SR Status Changed to Scheduled Activity - SR on Hold SR Status Changed to Solution implemented – Customer to Approve -

SR on Hold SR Status Changed to Solved in Future Version SR Status Changed to Software Released Gilat Added Text to SR Team Responsible has been Changed SR is Closed


RMA Support The RMA Support system is used to report problems with equipment (hardware) that was purchased from Gilat. The following actions can be performed: Open a new RMA View RMA List

Contact Us If you require any assistance during the RMA process, simply click on Contact Us at the top right hand corner of every web page. We will do our best to get back to you as quickly as possible.

Open New RMA Opening a new RMA is a simple process; however the process differs depending on the type of equipment you are reporting. Below you will find how to open an RMA for the following types of equipment: VSATs BUCs and LNBs Hub Equipment RaySat Antennas

RMA for VSATs To open an RMA for VSATs: 1. On the Gilat Star Track home page, click Open New RMA.

Figure 19: Open New RMA

The New RMA page opens.


Figure 20: New RMA (Before)

The Hub Operator field will be filled in according to your registration parameters. A drop-down list will appear if you are registered for more than one Hub Operator.

2. Select the relevant Network from the list. If you only have one network, it will be shown. There is no difference between networks with and without warranty as there is an option to pay for repairs of equipment not covered under warranty.

Figure 21: Network List

3. Enter the Gilat Serial numbers of each of the VSATs that you want to repair on separate line or separated by a comma, + (plus sign) , space or tab in the Gilat Serial # box and then click Add.

It is possible to cut and paste multiple serial numbers from files. If you are using an Excel file, make sure that the file is configured as text so that if the initial digit is a zero (0), it will appear in the list.


Figure 22: Gilat Serial Numbers for VSATs

The Serial Numbers are transferred to the table in the lower portion of the web page.

Figure 23: VSATs Added to Table

4. Check the Warranty column for VSATs that do not have a valid warranty. If you do not want to pay for the repair of this VSAT, select the row and then click the icon to remove the VSAT from the list.

5. In the Damage Catalog column, select the most likely cause of the damage from the list. In the Detailed Failure Description column, add text that will help the repair facility in verifying the cause of the failure. Upload a photograph in the Upload Attachment column if you think it will assist in the repair process.

6. The SR # column is not used for VSAT repairs. 7. If the Repair Facility is blank, you need to contact Gilat for assistance but this

does not prevent you from opening the RMA.

Figure 24: Table Completed for VSATs


8. Click Submit. The View RMA page opens.

Figure 25: VSAT RMA Submitted

All of the equipment submitted for RMA is contained in a single RMA but each

of the individual items contained in the RMA has its own Notification #. Click the > symbol in the More Details column to show more details about the

status of the item. 9. Click on RMA Document to open it. This document contains important

information that you be familiar with prior to sending any equipment for repair. You should save it because you will need to send a copy of the RMA document along with the equipment when shipping to each of one or more repair facilities l.


Figure 26: RMA Document for VSATs

RMA for BUC/LNB

Opening an RMA is the same for all equipment. This section will show the differences between different types of equipment

1. After opening a New RMA, the S/N for the BUC/ODU is entered in the Gilat Serial # field and the Manufacturer S/N is entered in the Manufacturer Serial # field. Click Add.

Figure 27: BUC and LNB S/Ns Entered

An error message appears asking you to enter the Gilat P/N after the Manufacturer S/N as shown below:


Figure 28: Error Message and Gilat P/N

2. Complete the data in the Damage Catalog and Detailed Failure Description columns. Note that the Repair facility for the BUC is Zinwell. Click Submit.

Figure 29: BUC to be sent to Zinwell

3. In the View RMA page, the details are found as shown below. The RMA Document has two separate pages; the first page is for the LNB which his to be sent to Gilat and the second page is for the BUC which is to be sent to Zinwell.

The warranty status is No by default when opening an RMA using the Manufacturers S/N.

Figure 30: RMA for LNB and BUC


Hub Equipment

A major change has been made to the RMA process for Hub equipment. Before a Hub component can be sent for repair, a SR (Service Request) must be opened by the customer. Gilat wishes to ensure that every effort was made to recover the equipment in the field. For example, if the problem with the equipment is due to improper cable connections or incorrect configuration, the TS engineer will be able to correct the problem and there will be no reason to send the equipment for repair. If the TS engineer responsible for the network does approve to send the equipment to RMA then the record of the efforts made to recover the equipment by TS engineers ensures that lab technicians in Gilat can easily duplicate the fault and repair the equipment in a timely manner. This process will benefit the customer by saving both time and money. You should get the SR number from your hub operations staff after it has been accepted by Gilat TS.

1. After opening a New RMA, the Gilat S/N for the part is entered in the Gilat Serial # field and the Manufacturer S/N is entered in the Manufacturer Serial # field. Click Add.

Figure 31: Hub Equipment S/N and P/N

2. An error message appears as shown below. Checking the equipment shows that there was an error in the entry of the S/N. This is corrected and Add is clicked again to enter the equipment into the system.

Figure 32: Incorrect S/N Entered

3. Complete the data in the Damage Catalog and Detailed Failure Description columns. Enter the appropriate SR in the SR# column. Click Submit.

You may receive an error message as shown below. Be sure to correct all of the errors so that you can submit the RMA. If there are any problems that you cannot solve in order to submit the RMA, click Contact Us at the top of the page and explain your problem in an email.


Figure 33: Error Message

Figure 34: Fields with Errors

Cannot Determine Gilat P/N If you cannot determine the Gilat P/N of a specific piece of equipment, the first thing to do is to check in the invoice for the Gilat P/N of equipment that you purchased from Gilat. If you do not have access to the invoice, take a picture and send it to Gilat via the Contact Us link at the top of each web page. For example, you have a power supply for a CPCI cage that has been determined to be faulty by replacing it with the power supply of another unit. The problem is that you do not know the Gilat P/N. Send a photograph of the labels on the unit to Gilat and you will receive the Gilat P/N by return email.

Figure 35: Telkoor Power Supply


After checking Gilat’s records the following information was sent to the customer which enabled him to open an RMA: Telkoor P/N - 900-6002-10 Gilat P/N – PS010000 Manufacturer’s S/N – 0305062

RaySat Antennas Repairs to RaySat antennas are carried out in the same manner as RMAs for Hub equipment; which means they have to have an approved SR. The only exception is for antennas that were sold prior to 2012. These units do not have a Gilat S/N and therefore they have to be entered in the web site using the Manufacturer S/N and Gilat P/N.

Tracking RMAs

Track Your RMA You reach the tracking feature from the main options menu in Gilat Star Track or by clicking on All RMAs. A simple search can be carried out in the Track Your RMA pane by selecting one of the search parameters below and clicking Search. RMA # Notification # Serial #

Figure 36: Track Your RMA

Advanced Tracking An advanced tracking search can be carried out using any combination of the parameters below

Figure 37: Advanced Tracking Parameters


Hub Operator – search any or all of the Hub Operators you are authorized to view

Network – search any or all of the networks belonging to your Hub Operators. Search can be carried out on all networks, independent of their warranty status.

Created Date – search RMAs by the range of dates they were created RMA Status:

Please keep in mind that one RMA may have several notifications (units of equipment) associated with it

o Open – all RMAs which have the status of Open (not yet received by Gilat) o In Process - all RMAs which have been received by Gilat and are in the

repair process. An RMA will remain open until all notifications related to it have been shipped

o Shipped – all RMAs which have been shipped by Gilat to the customer o Cancelled – all RMAs which have been cancelled

Reported By – all RMAs which were entered into the system by a specific user

After completing your selection, click Search. Click on the RMA number see all related notifications and the status of each.

Figure 38: Complex Search Results

The search results can be exported to an Excel spreadsheet for analysis.


E-Learning (Documentation) 1. Product documentation can be found by clicking on the E-Learning link at

the top of all web pages.

Figure 39: Link to E-learning

2. This link brings you to a new web site (Gilat Satellite Networks e-Learning Academy). To view documentation for all products click on Documentation.

Figure 40: e-Learning Academy

3. Click on Documentation to access the master page for all products.


Figure 41: Documentation Master Page

4. Click on the desired product to open its page. There are three actions that can be taken on this page.

The list labeled 1 can be used to change the language of the e-Learning interface. This will not affect the language of the documentation.

Course search labeled 2 can be used to search for documents under the product name.

Enrol me in this course labeled 3 should be selected for each of the products that interest you so that you can receive updates on new documents via email.

Figure 42: Figure Description


5. Click on a section to view all of the documents in the section.

Figure 43: SkyEdge II Documentation List

6. To view a specific document, click on the top line next to the icon.


Registration Procedure for Star Track To register on the Star Track web site: 1. Browse to http://startrack.gilat.com/signin. 2. Click on Sign Up Now.

Figure 44: Sign Up Now

3. Complete the Sign Up form. Make sure to select Requested Access – Support. Click Sign Up.

Figure 45: Sign Up Form

http://startrack.gilat.com/signin


4. You will immediately be sent the email below to verify that you have indeed requested to register in Star Track.

5. Assuming that there are no problems with your registration, you will receive

the email below within 48 hours confirming your registration and sign in parameters.

Documents

Document No: DC103196(C) Gilat Satellite Networks: June, 2014learn.gilat.com/general_docs/Gilat Star Track User Guide_0614.pdf · Gilat Satellite Networks | Confidential and Proprietary