Summary

Technicians are required to take photos after completing any installation or service calls.

This Job Aid provides photo requirement details needed for a residential installation to meet our quality installation standards.

Each work order must have all required photos uploaded within 72 hours of completion.

Table of Contents

• Location
• Line of Sight
• Ground
• Cable
• Mount Types

Wall Mount | Roof Mount | Side “S” Mount | Low Profile “STUB” Mount | Brick Mount
Under Eave Mount | Non-Pen Mount | Rail Mount | Tile Roof Mount | Pole Mount

Picture: Location

Take a picture showing a full frontal view of the home from the street:

• Do not take pictures of the customer, customer documents, or customer vehicle/license plate

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Picture: Line of Sight

Take a picture showing a clear view of the southern sky toward the TRIA

• Take a picture that shows a clear line of sight.

  • A picture can be taken from on top of the boom arm (where it connects to the reflector) toward the TRIA.
  • OR a picture can be taken from behind the ODU.

Line of Sight should be:

• Clear in all directions by 10 degrees
• Clear of tree growth, seasonal foliage changes, and future development.

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Picture: Grounding

Take a picture of the ground source:

• show a UL-listed device attached to an NEC-approved ground source.
  – IBT (required if present), #6 bare copper wire, back-bonded grounding electrode, metallic
• raceway, meter box, grounded I-beam.
• Use matching metals (ex. copper to copper)
• Do not impede the opening of the meter box door.
• Do not share ground sources (Note: each IBT port is an available ground source)
• Scrape paint to allow metal-to-metal contact.

Take another picture of the ground block:

• Show the installation of a UL-listed, 3Ghz-rated ground block:

  • Install compression connectors, and torque to 30 in. lbs.
  • Use weather boots on both sides of the ground block.
  • Form 6” diameter service loops.
  • Attach ground block directly to structure (2 screws).
  • Run the #10 gauge solid copper ground wire as straight and short as possible, with minimal bends (cannot exceed 20’).
  • Connect messenger and ground wire to the ground block.

If using the Zone of Protection (ZOP), the antenna location must meet NEC ZOP requirements.

Take a picture showing:

1. A properly secured bond to the electrical outlet wall plate.
2. Use an adapter to convert the 3-prong grounded cord to a 2-prong cord.
3. Outlet tester indicating properly wired circuit.

Take another picture of the properly attached nuts on both sides of the circle ring connector on the back of the modem.

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Picture: Cable

Take a picture showing a close-up of cable markings identifying:

• Cable type and model number.
• Solid copper, rated to 3GHz, 75 Ohm, 60% braid.
• The cable is in good condition.
• The cable type must be attached to the structure or mount.

  • If more than one type is used (pre-wired structure), take a picture of both.

CABLING SPECS

• 150’ maximum run of RG-6 cable that is neat and follows the lines of the house.
• Attached using only approved screw clips.
• Continuous and does not use in-line barrels, excluding the ground block and wall plate.
• Never bent to 90-degree angles.

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Picture: Mount Type

Wall Mount

Take a picture showing a properly installed Wall Mount.

A properly installed Wall Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop

Wall Mount specs:

• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Use only approved and matching ODU hardware
• Pre-drill holes required using a 1/4” wood bit
• Secure the footplate to the wall with:

  • Two 3” lags through center holes into stud
  • Four 2” lags through corner holes

• Position monopoles 2” below the bend, at an upward angle, forming a tripod
• Secure monopole plates to adjacent studs using two 3” lags
• Seal all drilled holes with silicone
• Zip-tie cable to the mast, including a 6″ diameter service loop
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Roof Mount

Take a picture showing a properly installed Roof Mount.

A correctly installed Roof Mount picture includes:

• The attachment to an approved, structurally sound surface
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop

Roof Mount specs:

• Attach to an approved, structurally sound surface (asphalt shingles only, sloped roof, close to the roof’s edge, ideally not over living space).ODU is at least 3’ from the electrical panel and 20’ from the overhead power lines
• Use only approved and matching ODU hardware
• Pre-drill holes required using a 1/4” wood bit
• Secure the footplate to the roof with:

  • Two 3” lags through center holes into the rafter
  • Four 2” lags through corner holes

• Position monopoles 2” below the bend, at a downward angle, forming a tripod
• Secure monopole plates to adjacent rafters using two 3” lags
• Seal all drilled holes with tar-based sealant
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Side “S” Mount

Take a picture showing a properly installed Side “S” Mount.

A correctly installed Side “S” Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Secured mast
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Side “S” Mount specs:

• Attach to an approved, structurally sound surface (wood or composite only, southern facing corner, avoid touching the eave/roof with antenna)
• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Use only approved and matching ODU hardware
• Pre-drill holes required using a 1/4” wood bit
• Secure the mast to a corner stud with:

  • Two 6” lags on S-tube
  • Two 3” lags on L-bracket

• Seal all drilled holes with silicone
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect messenger/ground wire to a green ground screw on the “L” bracket
• Tighten all hardware completely

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Low Profile “STUB” Mount

Take a picture showing a properly installed Low Profile “STUB” Mount.

A correctly installed Low Profile “STUB” Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Low Profile “STUB” Mount specs:

• Attach to an approved, structurally sound surface: Sloped roofs only

  • Asphalt shingles only
  • Close to the roof’s edge
  • Ideally not over living space
  • The boom arm should be parallel with the rafter for best support

• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Use only approved and matching ODU hardware
• Pre-drill holes required using a 1/4” wood bit
• Secure the footplate to the roof with:

  • Two 3” lags through center holes into the rafter
  • Four 2” lags through corner holes

• Seal all drilled holes with tar-based sealant
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Brick Mount

Take a picture showing a properly installed Brick Mount.

A correctly installed Brick Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Brick Mount specs:

• Attach to an approved, structurally sound surface (load-bearing wall, away from corner/ door/window/top of wall, no chimneys)
• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Use only approved and matching ODU hardware
• Pre-drill holes are required using a 1/2-inch masonry bit
• Use a hammer to lightly tap a lag shield into the pre-drilled holes
• Seal all drilled holes with silicone
• Lags must not be drilled into mortar, or more than two lags in one brick
• Secure the footplate using four 2” lags in corner holes and proper anchors
• Position monopoles 2” below the bend, at an upward angle, forming a tripod
• Monopole plates secured by two 2” lags, using proper anchors
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Under Eave Mount

Take a picture showing a properly installed Under Eave Mount.

A correctly installed Under Eave Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Under Eave Mount specs:

• Attach to an approved, structurally sound surface
• ODU is at least 20’ from power lines
• Use only approved and matching ODU hardware
• Pre-drill holes required using a 1/4” wood bit
• The following option is available:

  • Slearo mount secured with four 3” lags

• Install the monopole per the manufacturer’s instructions
• Secure the monopole plates to adjacent rafters using two 2” lags
• Seal all drilled holes with silicone
• Zip-tie cable to the mast including a 6” diameter service loop
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Non-Pen Mount

Take a picture showing a properly installed Non-Pen Mount.

A correctly installed Non-Pen Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Protective mat and cinder blocks
• Secured footplate and monopoles (if used)
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Non-Pen Mount specs:

• Approved for flat roof, balcony, deck, patio, and ground use when a pole mount is not an option
• Use a protective mat on ALL locations
• If using monopoles, position the collars 2” below the bend, at a downward angle, forming a tripod
• Zip-tie cable to the mast, including a 6” diameter service loop
• Universal or stub mount based on location with snow as a consideration
• The surface must allow the mast to be leveled
• The location should not be prone to flooding
• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Cable must not pose a tripping hazard
• Requires eight 28-pound cinder blocks for ballast
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Rail Mount

Take a picture showing a properly installed Rail Mount.

A correctly installed Rail Mount picture includes:

• The attachment to an approved, structurally sound surface
• Mount antenna to not impede any high-traffic areas
• Secured Position of the mast
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Rail Mount specs:

• Attach to a structurally sound railing, preferably near a wall or post
• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect the messenger/ground wire to the L-bracket with a green ground screw
• Prevent hazards by properly routing and securing the coaxial cable
• Tighten all hardware completely

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Tile Roof Mount

Take a picture showing a properly installed Tile Roof Mount.

A correctly installed Tile Roof Mount picture includes:

• The attachment to an approved, structurally sound surface
• Position of monopoles
• Secured footplate and monopoles
• Zip-tie cable to the mast, including a service loop
• Connection the messenger/ground wire

Tile Roof Mount specs:

• Attach to an approved, structurally sound surface on a sloped tile roof (clay or concrete tiles only)
• Avoid broken or cut tiles and use at least 3’ from any flashing
• ODU is at least 3’ from the electrical panel and 20’ from the power lines
• Requires use of tri-mast
• Place footplate 2 or more rows up from the eave
• Position monopoles 2” below the bend, at a downward angle, forming a tripod
• Zip-tie cable to the mast, including a 6” diameter service loop
• Connect the messenger/ground wire to a green ground screw on the footplate
• Tighten all hardware completely

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Pole Mount

Pole Mount Photo Requirements

Take two (2) pictures showing a properly installed Pole Mount and hole.

A correctly installed Pole Mount picture includes:

• The Pole is installed in stable, solid ground
• Mount antenna to not impede any high-traffic areas
• Display of measuring tape for the entire pole
• Zip-tie cable to the mast, including a service loop
• Connection of the messenger or ground wire

Hole Photo Requirements

• The photo displays the hole measures 36” from the bottom to the top
• For concrete installation, the hole should appear 12” in diameter
• For foam installation, the hole should appear 3″- 4″ in diameter

Pole Mount specs:

• Install in stable, solid ground
• Use an approved pole
• Galvanized, with an anti-spin device
• A longer pole may be required to accommodate local frost levels greater than 36 inches.

  • The portion of the pole above the surface level should never exceed 60″.

• The pole must be anchored with a non-rotating device installed at the base using at least 150 lbs. of quick-setting concrete OR 16 oz of approved expanding foam mix.
• Use 2 sweeps (1 at the pole, 1 at the house)
• If a non-flooded cable is used, it must be buried in conduit
• Zip-tie cable to the pole, including a 6” diameter service loop
• Connect the messenger or ground wire to a galvanized strap or a green ground screw on the flat side of the pole
• Tighten all hardware completely

Pole Mount Grounding

POLE (A)

The grounding to a pole (A), the green ground screw can be drilled directly into the flat side of a Hex pole. This grounding option is only available with a Hex pole.

POLE (B)

When grounding to a pole (B), a galvanized strap can be used at the top round part only of a Hex pole. This grounding option is available with both a Hex pole and a Round pole

POLE (C)

When grounding to a pole (C), a galvanized strap can be used in the middle area of a Round pole. This grounding option is only available with a Round pole.

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02022024

To login into esvt, navigate to https://esvt.viasat.com/. Use your SSO login to access the site.

1. When searching for a US Residential customer in eSVT, select US for the Country drop-down.
2. Select the appropriate Search Type from the drop-down.

   1. When searching by MAC, this can be in upper or lower case and the colons (:) are optional.
   2. When searching by Phone Number, you must enter the number 1 for the US country code before the rest of the phone number. It must only contain numbers and no (-)

3. Click the Search icon or press enter.

Summary

This Job Aid covers:

Order Statuses

This Job Aid supports the technician, FPA/FST, and QC audience.

Order Statuses

Every order will change status several times during its “life-cycle.” It is important that technicians know, and use, the various statuses correctly.

Acknowledge

This status indicates the technician has acknowledged the customer’s work order and has agreed to the scheduled date.

This status should be used when the technician has confirmed they will make the appointment.

Assigned

This status indicates the customer’s work order is scheduled and assigned to a technician.

This is an automatic status and cannot be manually moved to.

Cancelled

This status indicates the customer’s work order has been cancelled.

This is an automatic status and cannot be manually moved to.

Completed

This status indicates the customer’s work order has been completed and no further actions are required.

This is an automatic status and cannot be manually moved to.

Customer Delay

This status indicates the Customer has requested a delay, up to 30 days, for their work order.

This status should be used when a customer is unable to make their appointment and has agreed to call back to reschedule.

En Route

This status indicates the technician is on their way to the customer’s location.

This status should be used when the technician begins transit to the customer’s location.

Hold

This status indicates the office is temporarily unable to fulfill the customer’s work order. The customer’s work order should be notated appropriately.

This status should be used for the following examples:

• Customer NCNS
• Technician did not have proper equipment
• Office is waiting on inventory
• Relentless severe weather

No Coverage

This status indicates the office assigned to the customer’s work order does not have any open calendar availability.

This is an automatic status and cannot be manually moved to.

On site

This status indicates the technician is present at the customer’s location.

This status should be used when the technician has arrived at the customer’s location.

Past Open

This status indicates the order has reached the end of its scheduled timeframe and has not been completed/closed.

This is an automatic status and cannot be manually moved to.

Pending Cancel

This status indicates the customer’s work order has been placed in line to be cancelled. The customer’s work order should be notated appropriately.

This status should be used for the following examples:

• Customer requested to cancel the work order
• Customer’s location has NLOS
• Customer does not have landlord permission
• Unable to contact customer after multiple attempts
• Duplicate work order

Pending Complete

This status indicates the customer’s work order has been placed in line to be completed.

This status should be used for the following scenarios:

• Word order did not complete systemically after activation of all services
• To complete a Service Call, Performance Follow Up or QA Follow Up work order types
• To complete a work order that contains TrackOS equipment

Pending Complete (Systemic)

This status indicates the customer’s work order has been placed in line for completion but may still have services, equipment, and/or products added to it. These work orders are systemically completed nightly.

This is an automatic status and cannot be manually moved to.

Pending Corporate Approval

This status indicates the customer has been placed on the OFAC list and requires further examination by Viasat. The technician should not roll. The customer’s work order will be placed in an Unscheduled status after the customer has been cleared.

Only Viasat corporate users may move customer work orders to this status.

Suspended Account

This status indicates the customer’s account has been suspended and the technician should not roll. The customer’s work order will be placed in an Unscheduled status after the customer’s account has been resumed.

This is an automatic status and cannot be manually moved to.

Unassigned

This status indicates the customer’s work order has been scheduled but is not assigned to a technician.

This is an automatic status and cannot be manually moved to.

Unscheduled

This status indicates the customer’s work order has not been scheduled and is not assigned to a technician.

This is the default status of new work orders. This status should be used when a work order requires the scheduled date and/or the assigned technician to be removed.

Zip Unassigned

This status indicates there is a possible issue with the customer’s zip code on the account and requires manual correction.

This is an automatic status and cannot be manually moved to.

Summary

This Job Aid covers:

Introduction

Customer Agreement – Customer Signer

Email Account Setup

This Job Aid supports the Viasat Retail (Fulfillment and Dealer) Technician audiences.

Introduction

This Job Aid provides steps the Customer and the Technician must follow for the Account Setup and Customer Agreement process for the residential service. It is the Technicians responsibility to help the Customer understand that Account Setup is important because:

• All billing statements and ViaSat contacts are directed at the Account’s Contact email.
• Access to Data Usage is only available to the customer if the Account is set up.

Note: If an Authorized Signer is present (instead of the Customer), follow the procedure in the  Service Account Activation – Authorized Signer – Job Aid.

This process begins in the Install Portal (Provisioning system) after the Quality of Installation (QOI) process registers all green LED values. The browser refreshes to show the New Customer Account Setup page.

Customer Agreement – Customer Signer

Note: The procedure shown below requires that the Customer be present.

1. On the New Customer Account Setup page, click Customer.

1. The Customer types the last four digits of the payment method on their account.

Note: This payment method was given when they placed the order for their new service.

1. Wait for the Customer Agreement to appear.

Note: If it fails to appear, contact Installer Relations.

Note 2: If it fails to appear and you are using IE 10; set it to compatibility mode.

1. When the Customer Agreement is available, the Technician reviews these four Viasat-specific topics while the Customer follows along:
2. The Service
3. Description
4. Minimum System Requirements
5. Minimum Service Commitment
6. Responsibility and Supervision
7. Age and Account Setup
8. Multiple Use of Account
9. Installation of Equipment
10. Subscriber Responsibility
11. Data Access Policies
12. Disclaimer of Warranties

1. The Customer accepts the agreement by completing the following steps:
2. Typing their name in the Name to Sign field: They enter their name the same way they would normally sign a legal document. (Example: if the customer normally uses their middle initial they should type it in = John Q Smith)
3. Reading the statement and clicking the checkbox beside the “I am applying a legally binding e-signature…” statement. Optionally, they may optionally click the Consumer Disclosure link to read more about e-signatures.
4. At the top of the page, click the Finish & Submit Electronically button. This button creates the e-signature in the document, then creates the document name, and stores the document in the account storage area.

Important: If the customer refuses to set up their account and/or accept the Customer Agreement, the Technician is required to contact Viasat Field Support immediately. The Technician cannot leave the customer’s site until the issue is resolved or the account is deactivated.

1. After the Customer Agreement is signed electronically, the Thank you page appears.

Click the Print Signed Document link, and save the PDF to the desktop for the Customer.

Click Continue, twice.

1. The Confirmation page appears, displaying the activation status of all newly activated services.

Note: This page may also display Voice activation.

Summary

This Job Aid covers:

Removing Viasat Voice Adapter

Reinstalling Viasat Voice Adapter

This Job Aid supports all audiences.

When the Technician arrives at a Customer site for a Service Call and the customer has installed the Viasat Voice Adapter, the following steps are required.

Removing Viasat Voice Adapter

Note: Always remove the adapter from the modem before any repair activity.

Power-down the Viasat Voice Adapter

Disconnect the adapter RJ45 cable currently connected to the Viasat Modem.

• If there are phone(s) connected to the adapter, validate they are connected and, if necessary, have the Customer power them down.
• If there is a Router connected to the adapter, have the Customer power it down.
• If there are computers connected to the Router, have the Customer power them down.

Connect the Technician Computer (Laptop/tablet) to the Modem

Start the Standard Repair Process

Reinstalling Viasat Voice Adapter

Validate the repair is complete and service is restored.

On the Technician Computer, issue an “ipconfig /release” command and disconnect the RJ45 cable currently connected to the Viasat Modem.

Power down the Modem.

Reconnect the ATA RJ45 cable to the Viasat Modem

• If there are phone(s), validate they are connected and, if necessary, unpowered.
• If there is a Router connected to the adapter, validate that is unpowered.
• If there are computers connected to the Router, validate they are unpowered

Power up the Modem and wait for Modem Lock

• After Modem Lock is successful, power up the adapter, wait for Power to display solid green, then the Run LED light up flashes once, and goes solid green. Finally, the WAN LED displays solid orange for 5 seconds and then flashes. Once Run LED turns sold green, Wan goes from flashing to solid.
• After the adapter is powered, power up the phone(s), if necessary. Validate that the Phone 1 and/or Phone 2 LED flash once and go solid orange. Next, have the Customer try to make a phone call.

Note: If this fails, this is an adapter failure; have the Customer call the Customer Care team for support.

After the adapter is powered, have the Customer power up the Router and wait for the Router to complete power up.

Router inline:

• LAN connected – the adapter LED begins flashing in unison along with WAN LED.
• Handset has dial tone
• Computer has internet connection

After the Router is powered, validate the final adapter LED display (below) and have the Customer power on a computer attached to the Router. After the computer powers up completely, have the Customer try to reach the Internet.

Final ATA LED display:

• Power: Solid green
• Run: Solid green
• WAN: Flashing orange with activity
• LAN: Flashing orange with activity
• VOIP: Solid green
• Phone1/Phone2:
  • If phone attached: Solid green
  • If no phone attached: blank

If this fails:

1. Have the Customer power down the computer
2. Disconnect the Router RJ 45 cable from the adapter LAN port
3. Attach the computer Ethernet RJ45 to the adapter LAN port
4. Power up the computer
5. Have the Customer try to reach the Internet

• If this is successful, this is a Router failure; the Customer needs to call the Router Manufacture for Support
• If this is not successful, this is an adapter failure; have the Customer call into the Customer Care team for support.

New Self-Paced Training Available:
EasyCare and Customer Verification Code

Audience:

---

Viasat is excited to announce the availability of a new 15-minute self-paced training module in Viasat Discover. This training is designed to help you stay up to date with the latest products and processes, ensuring you can provide the best service to our customers.

New V360 Plans:

• Easy Care +: Includes Dedicated Home Tech Support – expert technical support for an unlimited number of eligible devices – and assistance available from 7am to 11pm Eastern Time, 7 days a week. Available April 15, 2025
• Easy Care Premium: An advanced version of Easy Care +, offering additional benefits that includes protection for eligible devices, with no registration or receipts required, and Accidental Damage from Handling on select portable devices. Availability TBD
• Check out the training for full details of each product’s benefits and features.

New V360 Process:
In addition to the new products, we have introduced a new process for adding VS360 products to a customer’s account through the Viasat TechTools app. Previously, a Customer Signature was required. Now, the process has been updated to include a Customer Verification Code. Available April 15, 2025

To access the new self-paced training, please follow these steps:

1. Log in to Viasat Discover at https://bbs.viasatdiscover.com/.
2. Search for the module titled “EasyCare Plans and VS360 Customer Verification Code for Technicians”

We encourage you to complete this training and familiarize yourself with the new plans and the updated process before the EasyCare launch on April 15, 2025.

Thank you for your continued dedication and hard work.

Summary

This Job Aid covers:

Introduction

Customer Agreement – Authorized Signer

Collecting Information for the Customer

This Job Aid supports the Viasat Retail (Fulfillment and Dealer) Technician audiences.

Introduction

This Job Aid provides the steps the Authorized Signer and the Technician to follow for the Online Customer Agreement process for new Viasat service. It is the Technician’s responsibility to help the Authorized Signer understand that:

• They are signing on behalf of the Customer
• The Authorized Signer must convey information to the Customer about how to complete the Account Setup.
  • All billing statements and Viasat contacts are directed to the Account’s Contact email
  • Access to Data Usage, BuyMore, and other benefits is only available to the customer if the Account is set up

Important! If the Customer is present, follow the procedure in the Viasat Service Account Activation – Customer Present – Job Aid.

This process begins in the Installation Portal (Provisioning system) after the Quality of Installation (QOI) process registers all green LED values. The browser refreshes to show the New Customer Account Setup page.

Customer Agreement – Authorized Signer

Follow these steps to request an Authorized Signer version of the ECA

1. When the New Customer Account Setup page appears, call the Installer Relations team at 888.278.6869.
2. Inform the IR Agent that you have an Authorized Signer present, and they may ask to speak to the person.
3. The IR Agent asks for the Authorized Signer’s email address.
4. The IR Agent emails a copy of the Authorized Signer’s Customer Agreement to that email address.
5. Retrieve the PDF from the email address, and save it to the Customer’s desktop.

• Open the PDF.

Note: The computer must have Adobe Acrobat Reader, or other PDF Reader installed.

1. When the Customer Agreement is available, the Technician reviews these Viasat-specific topics while the Authorized Signer follows along:

• Minimum Service Commitment
• Data Allowance Policy
• 1. The Service
  • 1.1 Limitations
  • 1.2 Minimum System Requirements
• 2. Who May Use the Service? Responsibility and Supervision
  • 2.1 Age and Account Setup
  • 2.2 Multiple Use of Account
  • 2.3 Installation of Equipment
  • 2.4 Subscriber Responsibility
• 5. Permitted Use and Restrictions on Use
  • 5.2 Restrictions on Use of the Service
  • 5.3 Data Allowance Policy
  • 5.4 Responsibility of the Subscriber
  • Disclaimer of Warranties

1. The Authorized Signer accepts the agreement by completing the following steps:
2. In the Authorized Signer Information area, the signer completes the following fields:
3. Customer’s Name
4. Customer’s Address
5. Your Name: The Authorized Signer first and last name
6. Relationship to the Customer: The Authorized Signers relationship to Customer; i.e. Sister, Brother, Mother, Father, Neighbor, Friend
7. The signer types their name in the Name to Sign field; they should enter their name as they would normally sign a legal document. (Example: if the customer normally uses their middle initial they should type in John Q Smith)
8. At the top of the page, click the Finish & Submit Electronically button. This button creates the e-signature in the document, then creates the document name, and stores the document in the account storage area.

Important: If the Authorized Signer refuses to accept the Customer Agreement, the technician is required to contact Viasat Field Support immediately. The technician cannot leave the customer’s site until the issue is resolved or the account is deactivated.

1. After the Customer Agreement is signed electronically, the Thank you page appears.

Click the Print Signed Document link, and save the PDF to the desktop for the Customer.

Click Continue, twice.

1. The Confirmation page appears, displaying the activation status of all newly activated services.

Note: This page may also display Voice activation.

Static IP Now Available for New Business Customers

Starting on December 5^th, new business customers will be able to purchase a Static IP at point of sale or after installation. Existing business customers that were installed before mid-November will be able to purchase a Static IP starting December 13^th. Should a business customer say they want to add a Static IP to their account, refer them to Business Customer Care.

If a customer has purchased a Static IP at the point of sale, this will show on your work order under “services upon completion” section.

Bridge mode will auto-enable on the modem once service activation is completed.  The customer will receive an email at the email address on file with their static IP information. This email may take up to 20 minutes to arrive. You will not have access to Static IP information and will not be responsible for doing anything for this product during the installation, or for troubleshooting the product after the installation is complete. Static IP information can only be viewed on the customer’s account by Business Customer Care or Installer Relations. Viasat Business Customer Care can provide basic troubleshooting and escalation information if needed.

Summary

This Job Aid covers:

Customer Lease Termination Recovery Options

Lease Recovery Service Call

This Job Aid supports the Fulfillment and Retailer Technician audiences.

Customer Lease Termination Recovery Options

When the customer terminates the lease, the Viasat customer is responsible for returning the satellite modem, power supply, power cord, and TRIA to Viasat.

UPS ships a return equipment box to the customer within 48 hours from the time the disconnect order was placed.

In the box, the customer receives instructions on how to remove the satellite modem and TRIA, along with packing instructions. If the TRIA is not within easy reach, the customer has the following options for the TRIA removal:

1. Customer, or someone the customer knows, removes the TRIA
2. Customer contacts the local Viasat retailer to remove the TRIA. The cost to remove the TRIA is determined by the retailer
3. Customer contacts Viasat to issue a lease recovery service call. Viasat charges the customer for this service call

Lease Recovery Service Call

Service Call Activities:

• Technicians will:
  • Remove the TRIA from the ODU
  • Hand the TRIA to the customer
  • Complete the required Service Call Order Completion activities
• Technicians will not:
  • Pack the TRIA and/or satellite modem
  • Ship the TRIA and/or satellite modem
  • Remove ODU, cabling, and other installed equipment

Important: Customers are responsible for packing and shipping Viasat leased equipment.

Viasat 360 Services Guide

The following job aid will walk you through adding VS360 products and services to a customer’s account through the Viasat TechTools app.
This process has been updated to include a Customer Verification Code.

IMPORTANT NOTE: A Customer Signature is required until the Customer Verification Code is available. Keep an eye out for follow-up communications when the Customer Verification Code is live.

Image	Description
	All EasyCare plans can be added in the Viasat TechTools App. Simply go to VS360 Products to add or upgrade.
	Select the product or service from the list. Note: If a customer is not eligible for an EasyCare plan, it will not appear in VS360 Products.
	Verify the selected product or service. Click View cart
	After adding the customer's requested item(s), click Continue to Checkout.
	The customer will read the item's Terms and Conditions. Check the box and click Agree and Finish.
	Now, the Enter Verfication Code field will pop up.
	The customer will receive a code through their email. They will need to provide you with this code so you can proceed.
	The customer will also receive a code via text message to the phone number Viasat has on file. They will need to provide this code to proceed through VTT.
	Simply enter the verification code. If it has timed out, hit Resend Code for a new code.
	Once the Verification Code is confirmed in VTT, press Submit to confirm and complete the order as usual.

Viasat 360 Services Guide

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Setting Proper Expectations when Adding Products through Viasat Discover

Hello,

As most of you are aware, Viasat offers a program called Viasat 360 Solutions that provides an opportunity for technicians to earn incentives for selling certain value-added products or services during installation, upgrade, and service call work orders.  We recognize that a technician often has the best opportunity to evaluate a customer’s needs while onsite at the home, and this program allows technicians to provide solutions to meet those needs immediately.  This program has proven to be very beneficial over the last few years, as it not only gives us an opportunity to ensure that we exceed our customers’ expectations, but it also gives our technicians a chance to earn incentives for taking care of our customers.

As we strive to continually improve the experience through the Viasat 360 Solutions program, we wanted to send out a few reminders on how to appropriately add products or services through the Tech Tools app:

• A technician should always clearly explain the product/service being added to the account, including features and benefits, one-time/monthly price, and how the product/service meets the specific needs of the customer.
• EasyCare is the only product in the Viasat 360 Solutions program that comes with a promotional period (free for the first three months).  No other product or service in the program should be positioned as having a promotional period.
• A customer must agree to any product or service added to the account through the Viasat 360 Solutions program.  The technician must review the product or service terms with the customer and have the customers explicitly agree to add the product or service. 
• A technician must NEVER add a product or service without the customer’s consent.  Violations of this policy will result in chargeback of the incentive or commission paid related to the 360 transaction or associated service call, and may result in termination and/or other further action.

Please feel free to contact Viasat with any questions related to the Viasat 360 Solutions program.  As always, we appreciate your participation in this program, and we look forward to continuing success for both our customers and technicians.

Thank you!

Viasat 360 Solutions Support Team

Hello!

Welcome to Viasat Technician certification! We are thrilled that you are interested in working with us. The work done by Viasat’s technicians is both challenging and rewarding.

Our goal is to assist you as you develop into an outstanding technician who exhibits a high level of care in the work you do and the experience you provide to Viasat’s customers.

Please take time to review this packet so that you will know what to expect during the certification process and be prepared for success. We look forward to seeing you progress as a professional while enhancing the lives of the customers entrusted to your care.

Sincerely,

Viasat Field Operations

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ASSISTANCE DURING ANY STEP IN THE CERTIFICATION PROCESS

The Viasat Training Team

• viasatdiscover.bbs@viasat.com
  • Open Monday – Friday, 9 AM – 5 PM (MST)
  • Closed Saturday, Sunday, and most major holidays

  • Usually responds within 24 – 48 business hours

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APPS REQUIRED TO COMPLETE A VIASAT INSTALLATION:

Viasat TechTools

The Viasat TechTools app will enable you to view your daily jobs, including satellite finder, pointing and peaking, and activation; add Viasat360 products and services, and more. You will learn more about the app during training.

The app is available for both iOS and Android devices.

Download instructions

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Accessing Courses:

https://bbs.viasatdiscover.com

• Please use the most current version of your browser for security purposes.

Viasat Discover Home Page:

• This is the jumping-off page for all your training. The page also contains quick access to additional technician resources, such as your Installer ID and badges that you’ve earned completing courses.
• Part of the Home page is the Viasat Discover menu, located at the top left of the page next to the Viasat logo. This menu takes you to additional pages in your account.

The Technician Course Catalog

The best place to start is the Technician course catalog.

• Click the tile called Technician Certification learning plan, then click the Enroll button. You will be assigned all the courses needed to receive your Installer ID.
• The other courses in this catalog should be completed AFTER you have completed the Technician Certification learning plan.

Your Training

This widget helps you track your training progress.

• When you have enrolled in a course or learning plan, it appears under Your Training. If you enrolled in a learning plan, Your Training shows all the courses that make up the learning plan.
• You can click the tile to start the course.

Not Started

• Shows the courses that you have not started a course.

In Progress

• Shows the courses that you have started but are incomplete. To continue the course, click on the course tile and select Resume where you left off.

Deadlines

• Shows any courses where a deadline date has been added.

The Menu

The menu offers 3 pages

• The Home page
• My Courses and Learning Plans – displays all enrolled courses, learning plans, and the status of each (not started, in progress, or completed). If you want to review a completed course (without changing any scores), select this page, and find the course tile. Click the tile to start as you did previously.
• Resources – Explore this page to find additional technician resources.

What If I Forget My Username or Password?

If you forget your Username or Password, select the Forgot Your Password link on the login page (https://bbs.viasatdiscover.com)

Enter your username or email address, then select Send Message. You should receive an email with your Username and a link to reset the password within a few minutes. Please remember to check your Junk folder if you have not received the email.

The Assessment

When Should I Complete It?

• Participants are encouraged to take the assessment within 48 hours of completing the last course.
• A passing score of 80% is required.
• If you have any difficulties with the assessment, email: viasatdiscover.bbs@viasat.com

After the Assessment – What’s Next?

• By close of business on the next business day, your Installer ID will be activated and added back to your Viasat Discover account.
• To retrieve:

  • Log into Viasat Discover
  • Look for the 8-digit number in the profile tile (where you see your name)
  • The ID is active until the Expiration Date. You must complete the Validation/Quality Assessment steps before that date.
  • If the Expiration Date shows “perm” then there are no additional Validation requirements for you.

After Training

When training is finished and you have completed the assessment with an 80% or better, you will receive a Viasat Tech ID and you may start working orders.

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