Services

Service Support

Our highly skilled engineers are the best in the industry, from our 24/7 Customer service to our Product and Systems Engineering Managers. Qualifications include traditional marine MRGC and DoT Radar to Cisco CCNA/CCNP and MCSE. We take responsibility for looking at the entire connectivity process when faced with a connectivity issue. Your deadlines are ours; our engineers are committed to mobilise at short notice, often in difficult and demanding circumstances.

Maintenance Contracts

Not only do we service equipment supplied by NSSLGlobal, we also offer electronic maintenance contracts to incorporate navigational and commercial communications equipment; providing a single point of contact for our land-based, marine and offshore customers. We provide bespoke maintenance contracts to compliment any or all of our service provision, meeting the demands of some of the world's biggest users of Inmarsat services, including the UK MOD and companies in the Offshore sector.

Managed Service Level Agreements

For the land-based customer who wants peace of mind we can tailor service level agreements to meet specific requirements to ensure that both product and services are maintained to deliver operational objectives. Whateve r the product and service requirement, our customers with a maintenance contract will be secure in the knowledge that all their enquiries are given priority treatment and every effort is made to diagnose and close down problems fast.

Whether you have a single unit or multiple sites with complex systems and configuration, our service management database enables us to record all the details of an agreement, the equipment, locations, contacts, service history and costs, as well as log, plan and control support requests. Much of this all important information can also be made available to view on line by customers which are a great benefit to those who want to keep in touch with progress any time.

Our In Country Support

Site surveys, installation and commissioning of equipment, trouble shooting, annual maintenance programmes, training, and project based support are all offered by our team of highly skilled engineers. We also have in country engineers in locations around the globe and can arrange for in country installations, site surveys and ongoing support and maintenance.

International Service Co-ordination

NSSLGlobal has an established global network of marine and telecommunications service support agents to undertake repair work world-wide. Field Engineers provided by our world-wide agents attend NSSLGlobal training and are accredited to a certified standard. All agents who provide support services are subject to rigorous inspections. Where our world-wide agents are used we provide technical assistance and logistical support to ensure all work is finished to agreed standards and timescales.

Spares and Repairs

NSSLGlobal maintains a large stock of spares to support main equipment supplied by us. These spares are utilised to repair equipment in our workshop and support our customers in the field. NSSLGlobal can prepare and despatch spare parts on a 365-day basis to designated locations and to agreed time scales. Whenever possible we will work with customer preferred shippers to minimise freight, customs and handling costs. An advance replacement service against nominated equipment is provided to our contract customers to avoid delays in repair time. Under agreement NSSLGlobal has also the storage and capabilities to hold customer owned stock and issue out under controlled procedures, including serial number tracking within an approved asset management system.

For those customers who elect to return their equipment to NSSLGlobal for repair, our experienced workshop engineers at Redhill will undertake most repairs onsite and only in exceptional circumstances will equipment need to be sent to the manufacturer for repair. Should our evaluation of the faulty equipment make a repair uneconomical we will advise you of the status and submit a proposal for a suitable alternative new replacement.

Service in Warranty

NSSLGlobal guarantees that equipment under warranty will be repaired to agreed timescales and in accordance with manufacturer's guidelines. For those customers who have a service contract with us, the added benefits of our 24/7 priority help desk and advance replacement service will minimise downtime of operations. Where goods have been obtained independently of NSSLGlobal and under manufacturer's warranty, but supported as part of a support contract with us, we will organise support in accordance with the customer's purchasing agreement with the manufacturer provided this is made known in advance.

Help Desk and 24/7 support

Our established team of advisors and technicians handle first line enquiries through our Support Desk. All enquiries are monitored and controlled to closure to ensure your needs are met. Where the Support Desk is unable to handle the call entirely, it will be escalated to a higher level of support to ensure that our time to respond to your enquiry is kept to a minimum.

Accounting Authority

NSSLGlobal is one the largest Maritime Account Authorities (GB11) in the world and a leading provider of Inmarsat-B and Inmarsat Fleet services. GB11 is recognised by over 80 countries for their flag ships.

Bespoke Service Management Contracts

For customers managing a high number of ships or rigs in different geographical areas or time zones NSSLGlobal provides:

  • A single point of contact to cover maintenance and repair of essential navigational electronics and satcom equipment
  • 24/7 Support
  • Annual equipment health check
  • Dedicated Service Manager
  • Secure online service and tracking system
  • Storage of customer-owned stock and spares for rapid deployment as required

Training

At NSSLGlobal we have our own in-house trainers that work closely with associated companies and suppliers, and with our customers to ensure that we keep abreast of changing technology and industry developments. Our product training courses adopt a typical classroom style presentation alongside practical hands-on equipment familiarisation, operation, fault finding and modular replacement. All participants will be issued with written documentation, which includes handbooks. Course objectives, syllabus, materials and duration are agreed with the customer in advance. Certification is provided to participants on successful completion of the course. Feedback is encouraged via course questionnaire to promote the future development and presentation of training.

Radio Surveys

NSSLGlobal has been appointed by the following class surveyors to carry out radio surveys on their behalf:

  • ABS
  • BV
  • DNV
  • GL
  • Lloyds Register
  • Class NK

We can cover the principal ports in South East England from our HQ. Our inspectors are also experienced and fully qualified for Offshore work in the North Sea and West Africa. Contact us for further information.