Support Policy

ORBCOMM® Support Policy

  1. Definitions
    Carrier(s) Any operator of a satellite or terrestrial wireless communications network that is a part of the ORBCOMM System.
    ORBCOMMunity Portal Provides access to product documentation, FAQ’s, Ticket tracking and return material authorization tracking
    ORBCOMM System(s) Includes the web-based tracking application platforms (FleetManager, CargoWatch, ReeferConnect, VesselConnect, FleetEdge or the ORBCOMM Portal).
    Response Time Targets Also referred to as “Targets,” the time from when Customer notifies ORBCOMM’s Customer Care until the time the Customer Care makes initial contact with the Customer and issues a Ticket.
    Ticket An individual Customer assistance request as registered in ORBCOMM’s Customer Care database.
  2. ORBCOMM Customer Care
    ‍    Customer Care support includes answering queries, investigating, and resolving queries, problems and faults, provision of technical information, guidance and clarification on use of the ORBCOMM System and Equipment/Devices.

    To report an ORBCOMM System issue the Customer may contact ORBCOMM’s Customer Care team by any of the methods listed below. Customer Care will open a Ticket to track the issue through its resolution. Customer Care team will either resolve Tickets online or by escalation through ORBCOMM’s tiered support structure as described below. The Customer Care team is available 24 hours per day, 7 days per week, 365 days per year.
    By phone: 1.800.ORBCOMM (1-800-672-2666)
    1-800-404-8681 (US/International Toll)
    By email: customer.care@orbcomm.com
    Online: ORBCOMMunity Portal accessed through
    www.ORBCOMM.com
    ‍
  3. System Uptime
    • ORBCOMM endeavors to maintain the ORBCOMM System in proper working order, and ORBCOMM shall: (i) operate the ORBCOMM System on a twenty-four hour/seven days per week basis (“24/7”) with a 99% system uptime; (ii) minimize any impact from service outages, service interruptions or performance reductions regarding the ORBCOMM System; and (iii) make the ORBCOMM System services are available for both login and Application Program Interface (API) access, as applicable.
    • The following events shall not constitute service outages or delays for purposes of the provisions hereof:
      1. Any failure of the applicable Carrier network.
      2. Service interruptions caused by or attributable to the deployment of new features and functions directed by Customer.
      3. Any abuse of the ORBCOMM System by Customer, its agents, or customers.
      4. Any failure of Customer and/or End User to transmit or receive messages via the ORBCOMM System resulting from user error, or any abuse, intentional or unintentional misuse, malfunction, or breakage of the applicable Equipment.
      5. Any failure of the ORBCOMM System that is caused by the delay or non-delivery of data originating from a Customer owned or operated system.
      6. ORBCOMM assumes no responsibility to provide support for Customer’s applications or for internet access issues or other issues not under ORBCOMM's direct control.
  4. System Downtime & Service Interruptions
    ‍    ORBCOMM shall have the right to interrupt the ORBCOMM System from time to time, for the purpose of performing maintenance on or upgrading the ORBCOMM System for up to sixty (60) minutes per calendar month and for up to an additional three (3) hours per calendar quarter, and such interruptions of the ORBCOMM System shall not be deemed a service outage if notification has been provided to Customer as soon as reasonably practicable, but in no event less than forty-eight (48) hours prior to the outage. ORBCOMM shall use commercially reasonable efforts to reduce any impact from such interruption.

    ORBCOMM will provide notice as soon as reasonably practicable regarding unplanned service interruptions or performance reductions of the ORBCOMM System. ORBCOMM shall notify Customer as soon as reasonably practicable with the estimated time to resolve an unplanned service outage, service interruption or performance reduction if the estimated or actual affected time is more than fifteen (15) minutes.
  5. Escalation Process
    The objective of the escalation process is to quickly and efficiently resolve issues presented by Customers to ORBCOMM Customer Care. Our support structure is divided into two tiers; each tier adds value to a Ticket before elevating it to a higher level. A Ticket is escalated from a support level when either all reasonable avenues of investigation accessible to a tier have been exhausted or when a Response Time Target is reached. By resolving anomalies at the lowest possible escalation level, this methodology ensures that sufficient technical resources are available to tackle serious issues. The escalation process terminates when the Ticket reaches the originating team, and the originator is notified. Ticket will be escalated internally if it involves a system critical issue, poses a complex problem, or remains unresolved after an unreasonable amount of time has passed.
  6. Response Time Targets
    ‍    To ensure that an investigation begins promptly, Response Time Targets govern how quickly support personnel must respond to an issue based upon its priority. These Targets are as follows:
    Priority Level Description
    Minor Major Critical P1
    A secondary feature is not performing as specified, causing reduced functionality or minor disruptions to service. This includes reduced performance in retrieving specific data critical to Customer operations or the identification of a security vulnerability that does not currently pose an immediate threat to operations. Customer is experiencing significant difficulty completing a portion of their work resulting from degraded functionality or reduced performance of an essential feature. While a workaround may exist, it does not fully restore the functionality to an acceptable level and impacts operational efficiency.

    This also includes issues related to data accuracy, missing data, or latency that require resolution to prevent further disruption.     		Critical: A core system or a critical feature is unavailable or experiencing severe degradation, preventing Customer from performing normal operations or effectively utilizing the ORBCOMM Services.

    P1: The entire system or a significant component is down, resulting in a complete inability for the customer to perform business-critical operations. This constitutes a full-service outage or an issue of equal priority.
    First Response Time Targets
    Technical
    Support     		Within 6 hours Within 4 hours Within 1 hour
    Installation
    Support     		Within 2–3 hours Within 1–2 hours Within 1 hour
    Engineering
    Support     		Within 48 hours Within 24 hours Within 10 hours Within 30 minutes
  7. Tiered Support Levels
    • Technical Support
      ORBCOMM’s Technical Support team provides initial technical support and troubleshooting for products, services, applications, and network connectivity. The Technical Support team follows up with customers, answers questions, reports issue statuses, updates customer expectations, and obtains additional information about an inquiry. If a product or service does not operate as documented, or a new feature or functionality is requested, Engineering Support will attempt to implement a workaround and will enter the problem into ORBCOMM’s issue tracking database for release targeting. Deployment of any new features or functionalities is at ORBCOMM’s sole discretion. Resolution actions may include referencing appropriate documentation and utilizing ORBCOMM’s internal resources.
    • Engineering Support
      Engineering Support team is comprised of product design engineers and system developers who are on call to oversee and execute critical customer issues.

      At ORBCOMM’s sole discretion, if no workaround is available, the outstanding issue is mission-critical for the Customer, and the problem originates from a defect in an ORBCOMM solution, Engineering Support personnel will attempt to deploy a program patch or workaround. This level of support is provided at the discretion of the manager overseeing the Ticket