Network managers have a tough job. These busy IT professionals are responsible for keeping track of everything that goes on in their networks around the clock—and sometimes around the world. That’s why the HughesNet Customer Gateway is good news for enterprises.
Providing a single interface for monitoring and managing an organization’s satellite and landline broadband technology is the critical role of the HughesNet Customer Gateway. Enterprise customers utilize this important tool to keep track of network activity and reduce the time and challenges associated with monitoring multiple systems. Through a secure Web login via the Network Management Portal, enterprise help desks and network administrators can access an immediate snapshot of real-time network status and view applications and performance at any site. Site-bysite analysis, trend data, and extensive troubleshooting functionality also help network administrators understand and improve application performance.
In Johnson City, Tennessee, Alliance Data, a leading provider of marketing, loyalty, and transaction services in North America, tracks nearly 5,000 Hughes VSATs that serve over 120 million consumer relationships. “The HughesNet Customer Gateway is a valuable tool in running our business,” said Chris Adcock, operations technical specialist, Alliance Data. “Alliance processes billions of transactions each year, and access to critical information enables us to understand exactly what’s going on in the network.” Here is a look at some of the Customer Gateway features that make the jobs of enterprise IT professionals and HughesNet resellers easier.
Installation
When customers order equipment from Hughes, they can monitor every step of the process through the Customer Gateway— from initial contact to site commissioning. “A color-coded calendar tool helps us easily track installation progress, drill down to detailed information, and keep sites informed,” said Adcock. “This is especially important when we’re deploying a large number of sites for our customers.”
Documents and Technical Information
Documents and Technical Information provide standard monthly reports, including availability and outage information for network, hub, and remote sites. A documentation library furnishes comprehensive information such as manuals and a knowledge base that provides troubleshooting steps. According to Adcock, “Reports give us important data on network availability and utilization, and also help us ensure that we’re meeting the service level agreements that we’ve set for our customers. And the technical library is an invaluable resource for developing internal procedures.”
Trouble Tickets
Hughes-generated trouble tickets on the Customer Gateway alert customers of network events that impact their sites. Likewise, enterprise help desks use the Customer Gateway to generate site-related tickets.
Network Management Portal
The Network Management Portal enables enterprises to look beyond sites to the network as a whole. Fault Management provides a view of attributes that could impact a site and its performance, enabling early detection of problems and faster resolution of network issues. Pie charts, bar charts, and maps display information such as network availability, site problems, weatherrelated events, and ongoing issues.
The Performance Management function of the portal provides deep network visibility with historical and real-time reports at site, network, and application levels. Enterprises can view usage information such as top applications, top hosts, and related statistics to gain better insight into the network and the ability to conduct analysis to improve performance.
Managing the Network Environment
“Because all the information we need is right there at our fingertips, the HughesNet Customer Gateway helps support our one call-resolution policy for customers,” added Adcock. “It’s a tremendous timesaver and productivity tool for us.”
“The HughesNet Customer Gateway gives enterprises the productivity, planning tools, and information they need to better manage their network environments,” said Douglas Medina, senior director of enterprise marketing North America, Hughes. “This helps our customers achieve greater uptime, optimal application performance, and faster recovery after outages—for a true competitive advantage in the marketplace.”