Saturday, October 21, 2000

Experiencing Technical Difficulties?

Help Is Available

The PeachStar Satellite Network reaches more than 2,000 locations across Georgia including public schools, colleges, universities, regional public libraries and other state agency offices. All PeachStar sites are provided Help Desk and Maintenance services supporting the operation of the local satellite receiver system. These services are provided through Convergent Media Systems (CMS), a private vendor under contract to PeachStar.

What Your Help Desk Services Include
All technical problems with the satellite system should be reported promptly to the Help Desk. Technical Service Coordinators are available to provide help by telephone from 7:30 a.m. to 4:30 p.m., Monday-Friday. The toll free number for the Help Desk is 1-800-877-7805.

In most cases the Technical Service Coordinator will be able to solve problems over the telephone. In instances where the problem is not resolved by phone, the Technical Service Coordinator may order a field service call.

Field Service Calls
If the Technical Service Coordinator determines that a field service call is required, a technician can be dispatched to the site pending whatever proper approval is required at the local level. Schools may or may not be required to pay a fee for the service call, depending on whether the technical problem and the services rendered are covered by PeachStar's contract with CMS.

What Is Covered:
Under normal wear and tear, the following components are covered for repair or replacement:

* Ku-band LNB
* C-band LNB
* Corotor
* Actuator Arm
* IF and RF cable connectors
* Chaparral or Drake analog receivers
* General Instrument DSR 4200C digital receivers

The service also covers re-peaking, realigning or reshaping the parabolic of the satellite antenna as necessary. All labor associated with repairing or replacing covered items is included.

What Is Not Covered
("Out of Scope" Services)
The following items or situations are not covered:

* Damage due to the installation of any video distribution or satellite-related equipment if that installation was not performed by a CMS technician
* Damage due to servicing of the satellite equipment in any way by other than a CMS technician
* Damage due to renovations or construction
* Vandalism
* Negligence
* Force Majeure or Acts of God (lightning or storm damage, etc.)

Again, if a field service call is ordered, and the service technician discovers that the problem is due to an "out of scope" cause, the site may be charged for material and labor, as applicable.

Help Desk

If you ever have questions about what work is covered or if you would like more information, feel free to call John Fawcett, Project Manager at Convergent Media Systems, at (404) 231-8697 or 1-800-877-7805, the toll-free Help Desk number.

You may also call Bix Doughty of PeachStar Education Services at (404) 685-2566; outside the Atlanta area call toll free at 1-888-501-8960.

If you need help with your satellite receiving equipment, call The Satellite Help Desk. Monday-Friday 7:30 a.m. - 4:30 p.m. at 1-800-877-7805.