Help Desk and Maintenance services are currently provided to all State Georgia Public Broadcasting Education sites to support the operation of the local satellite receive system.

Help Desk Services

Technical problems with the satellite system

• Report to the Convergent Help Desk
• Technical Service Coordinators provide help by telephone from 7:30 a.m. to 4:30 p.m. Mon- Fri
• The toll free number for the Help Desk is 1-800-877-7805
• When 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 will be dispatched to the site. 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.

Out of Scope Service

The following items or situations are not covered:

• Damage due to installation of any video distribution or satellite related equipment by other than a Convergent technician.
• Damage due to servicing of the satellite equipment in any way by other than a Convergent technician.
• Damage due to renovations or construction.
• Vandalism.
• Negligence.
• Force Majeure or Acts of God (lightning or storm damage, etc.).

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.

For more information about Help Desk and Maintenance service, please contact:

John Fawcett
Project Manager
Convergent Media Systems
3490 Piedmont Road
Atlanta, GA 30305
404-231-8697