24/7 Priority Support
Starlink provides 24/7 Priority Support for its Business and Enterprise customers
- 24/7 Customer Support through online ticketing system at support.starlink.com. Priority plan customer tickets are prioritized above other requests in the queue.
- Customers can also find support available in the Starlink App, available on IOS and Android.
How to Submit a Support Ticket
- Go to Starlink Help Center – Simply search topics or frequently asked questions spanning across Account, Billing, Orders, Service Plans, Setup & Install, Specifications & Configuration, and Troubleshooting.
- You can also Submit a Starlink Support Ticket
- Select “Account” from the dropdown options
- Select the “Category” that most aligns to the problem you are experiencing
- Provide a helpful “Title” explaining the request for Starlink Support
- Provide a “Description” with all necessary details including but not limited to order information, dates, issues/questions, or even device specific identifiers (Kit #, Serial #, or UTID #)
- Attach any relevant documentation if applicable
- Select “Submit”
- To speak with a Starlink Support team member on the phone, please request a call when submitting your Starlink Support Request, and a member of Starlink Support will call you as soon as possible.
- Our support team is available 24/7/365. Enterprise tickets receive prioritized support and investigation.
Include Technical Details to get quick effective support
Please include the following details when submitting support tickets, to help our support team provide a faster response:
- Affected terminals: Which exact user terminals are impacted by the issue (include either asset number or all affected UT IDs/Kit IDs)?
- Timestamps & Location: What date and time exactly did the issue start and is it still persisting? i.e. for maritime, where was the vessel when the issue arose?
- Impact/severity: Is internet completely down or slower than normal? i.e. Are passengers/crew complaining? If so, what types of complaints and how many?
- Data: Include numbers or screenshots of QoE metrics.
- Troubleshooting: What troubleshooting efforts or tests have you already tried? I.e. have you already tried rebooting the terminals or check the cable connections?
FAQs
Does Starlink provide support?
Priority service plans receive 24/7 priority customer support for the duration of the subscription.
Does Starlink offer speed guarantees or SLAs?
For its Priority Service Plans, Starlink offers a 99.9% network availability Service Level Agreement (SLA). Read more Priority Plan Service Level Agreement.
What does maintenance for the Starlink dish look like?
The Starlink terminal can withstand extreme temperatures, hail, sleet, heavy rain, and gale force winds. In the event of an issue, please reach out to support.
