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© 2018 Viasat Inc. Version 4.0, Published March 20183

Hello!

Welcome to Viasat Technician certification! We are thrilled that you areinterested 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 youprovide 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. Again, we look forward to seeing you progress as a professional while enhancing the lives of the customers entrusted to your care.

Sincerely,

Brian CrouthersDirector of Field Operations

WELCOME TO VIASAT


ASSISTANCE DURING ANY STEP IN THE CERTIFICATION PROCESS

The Viasat Training Team• [email protected]

— Mon - Fri, 9am - 5pm (MST) — Closed: Sat & Sun, most major holidays

• Generally respond within 24 – 48 business hours

CONTACT US


BECOMING A CERTIFIED VIASAT TECHNICIAN

THE COURSES

Basic instructions about how to navigate Viasat Central to complete courses, and troubleshoot minor issues.

THE ASSESSMENT

Information about when and how to complete the assessment, which covers topics discussed in certification courses, as well as next steps.

THE VALIDATION

Detailed instructions about completing two installations, and submitting acceptable photographs.

THE EXTRAS

Registration information for optional additional skills/crossover courses, for those who want to learn more!

THE QUALITY INSTALLATION STANDARDS

The Quality Installation Standards document lists all of the photos that need to be tak-en for each job, along with the exact photo requirements.

TABLE OF CONTENTS

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Accessing the Courses:www.viasatcentral.com• Use the most current version of Google Chrome to view courses:

https://www.google.com/chrome/browser/

How Do I Reset a Course in Viasat Central?CLICK ON THE “RESET” LINK BELOW THE COURSE TITLE

THEN, CLICK “YES, I WANT TO CANCEL” IN THE POP UP WINDOW.THIS IS A CRITICAL STEP FOR RESTORING THE COURSE!

How Do I Reset My Username/Password?• Allow up to 12 hours to receive your login information

IN VIASAT CENTRAL,CLICK “FORGOT USERNAME OR PASSWORD”

AN AUTOMATED MESSAGE CONTAINING YOUR LOGIN INFOWILL BE SENT TO THE EMAIL ADDRESS ASSOCIATEDWITH YOUR ACCOUNT

Be sure to check your Junk E-mail folder if you do not see the email in your Inbox

What if I Need Help with Pop-up Blockers, Browser Support, etc.?CLICK ON THE “HELP” LINK AT THE BOTTOM OF THE PAGE

OR USE THIS LINK https://www.viasatcentral.com/VIASAT/programs/custom/Portal/FOPS/HLP/GD_HLP_Courses.html

THE COURSES


When Should I Complete it?• Participants are encouraged to take the assessment within 48 hours after completing the

last course• If you are unable to access the assessment, email:

[email protected]

After the Assessment - What’s Next?• By close of business, the next business day, Installer IDs will be actviated• To retrieve:

— Log into Viasat Central — Click “My IDs and Skills” in the main drop-down menu — Retrieve your now-activated Installer ID

THE ASSESSMENT


What Type of Jobs Should I Complete?Installations. If none are available, please email: [email protected]

What are the Job Documentation Requirements?You must submit photographs:• Of two correctly completed installations

— If more than 2 jobs you submit are failed, your ID will be deactivated on the 91st day and you will be required to retake all Technician Training courses and the final exam

• Within 90 days of receiving your activated Installer ID — If jobs are not completed timely, your ID will be deactivated on the 91st day

Failure to submit all required images for each installation will delay your certification becoming permanent!

How will I Know if the Jobs Passed?• Go to the Viasat Central homepage• Check the status on the Installation Review tile

— Reviews will show as: Incomplete, Pass, or Fail

What if I Need an Extension?• To request an extension, email: [email protected]

THE VALIDATION: TWO JOBS


For a List of All Required Photo Categories, See:Quality Installation Standards• Appears at the end of this document• Also available: Field Support eGuide > Presite > Specifications• Minimum of 1 photo of each photo category

— May require multiple photos to cover a large area — If multiple photos are necessary, each photo must visually overlap, so the installation quality can be verified. For example:

THE VALIDATION: TWO JOBS

AREA OF VISUAL OVERLAP


Accessing FSM: • Fulfillment technicians: Inform your company point of contact that you are ready for access• Self-Installin Dealers: Request access: https://www.exede.com/fsm/

The 2-Step Validation Process1. Upload the photos to your FSM work order, using one of these links (navigation instructions on following pages):• FSM desktop site: https://fulfillment.wildblue.net/fsm-fe/login.page• FSM mobile app: https://m.fulfillment.wildblue.net/fsm-fe/fsm-download

Please Note: » Uploading photos from your phone will use data, unless you are connected to a

free/personal WiFi network » If you enter the photos and they do not immediately upload:

1. Go where you are sure you have an Internet connection 2. In FSM, go to the relevant job number 3. Click “update.” This will prompt FSM to upload pending images

» You are not required to resize the photos to upload them to FSM

2. Email Field Ops Installation Review: [email protected] Field Ops that the installation is complete/photos are uploaded:• Subject Line: FSM ID number • Body:

— Customer phone number (on work order) — Your full name — Your Installer ID number

Please Note: » Only include one job per email alert » If you experience technical difficulties (unable to access FSM, etc.): See “Emailing

Photos” (page 13) for details on how to proceed!

THE VALIDATION: FSM USERS


Uploading Photos: The FSM Desktop Sitehttps://fulfillment.wildblue.net/fsm-fe/login.page

LOGIN

LOCATE/OPEN THE FSM ID

SELECT THE ‘ADDITIONAL

INFORMATION’ TAB

GO TO THE ‘ATTACHMENT’

SECTION AND SELECT

‘BROWSE’

SELECT DESIRED

PICTURE(S)AND

UPLOAD



Uploading Photos: The FSM Mobile Apphttps://m.fulfillment.wildblue.net/fsm-fe/fsm-download

LOGIN

LOCATE/OPEN THE FSM ID

OPEN “ATTACHMENTS”

SELECT“TAKE PHOTO”

OR“FROM LIBRARY”

SELECT DESIRED PICTURE(S)

ANDUPLOAD



Emailing PhotosEmail Field Ops Installation Review: [email protected] include:• Attachments: Photos of installation• Subject Line: FSM ID number• Body:

— Customer phone number (on work order) — Your full name — Your Installer ID number

Please Note: » Only attach photos from one job per email alert » Photos cannot be accepted if they are in cloud storage (such as Dropbox) or included

in the body of the email alert. Photos must be sent as attachments for processing

Photos sent via email must be reduced in size, in order to include all/multiple photos from a job with a single email

Emailing Photos From:

PC

You can include all photos for a given job by putting the photos in a zip file• Open your file sharing program (such as WinZip)• Find and select the desired photos• Select the option to add these photos to the zip file• Save the zip file to your desired location (folder)• Attach the zip file to an email• Send the email

ANDROID PHONE

It is highly recommended that you set up the photo size option in your phonebefore taking any photos of a job.

To set Android phone photo sizes before taking a photo• Open “Settings”• Select “Camera”• Select desired photo size

Once you have taken a photo, to reduce its size you will need a photo resizing applicaiton. Free and paid applications are available

APPLE PHONE

Apple phones have a stock option for resizing photos before sending them.• From the Photos app, select the photo(s) you want to resize• Select the ‘Share’ option (small arrow icon)

— Example: 640x480 for a small 25kb photo is common

THE VALIDATION: NON-FSM USERS


If the photos submitted do not meet the necessary standards, we won’t be able to pass the job!Be sure to follow the Quality Installation Standards document!

ACCEPTABLE PHOTOS UNACCEPTABLE PHOTOSPOINT OF ENTRY

Why?• Drip loop is visible

Why?• Drip loop is not fully visible

FOOT PLATE

Why?• All 6 footplate lags are visible• The bond is visible

Why?• Not all footplate lags are visible

GROUND RUN

Why?• Full view of ground wire, from block to

sourceIt may be possible to capture the ground run in a single photo, but

all elements must be visible

Why?• Photos do not overlap• If the ground run needs more than

one photo, photos must overlap for verification of complete run

THE VALIDATION: PHOTO EXAMPLES


Accessing the Courses:www.viasatcentral.com

What is Required Before I Can Enroll?• To register for optional additional skills/crossover courses,

you must have completed your initial certification• Some require pre-employment verification• Fulfillment must be certified for a partner ID

What are the Available Crossover Certifications?NATIONAL RURAL TELECOMMUNICATIONS COOPERATIVE (NRTC)

• Designed for any companies that are members of the NRTC. They offer Viasat service as one of their products

• Offered to technicians who can show employment with an NRTC member company

FULFILLMENT • Designed for employees or contractors of any company that participates in our Viasat Fulfillment Network

• Offered to technicians who have been provided with registration instructions from their employer

What are the Available Skills Courses?Skill(s) are added to current ID(s)VIASAT INTERNET FOR BUSINESS

• Contains procedures for those who wish to install the commer-cial version of Viasat

• Offered to all certified technicians• Dealers are not required to complete this in order to sell

commerical Viasat productsWILDBLUE SERVICE • Contains all optional courses for WildBlue Service, which is used

by our more tenured customers• Offered to all certified technicians

THE EXTRAS

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