Support

Pole Star’s global team offers the highest levels of service, including 24/7/365 multilingual customer support by telephone and email, technical support and dedicated key account management.

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Customer support

Our follow-the-sun support is second to none

Our teams in London, Hong Kong and Panama offer our customers 24/7/365 follow-the-sun multilingual support.

Our global team of product experts provide service support, technical support, training, troubleshooting and diagnostics around the clock, by phone and email.

Dedicated support teams provide one-to-one product training to all new customers, either in person or remotely via screen sharing software. Our training programme means customers can experience the full benefits of our products immediately. All our products and services are provided with complete documentation.

Meet the team

It’s great to put a face to the name

We go the extra mile

Fast and efficient support by specialists

  • Application specialists

    Our support team are highly trained across all of our products and services. If you have a question, big or small, they will have the answer.

  • The human side of customer support

    We value the strong, loyal one-to-one relationships we have with our clients. Many of our clients are on first name terms with our friendly and personable customer support staff

  • Training videos

    We share our hands-on knowledge with you in our bite-sized training videos to give you an even deeper insight.

  • Online and offline help

    Whether you’re in the office or on the go, we have a self-help option to suit you, including fully searchable online help documentation, or downloadable PDFs.

  • One-to-one training

    All new clients joining Pole Star will be given personalised, tailored training specific to their unique needs and requirements.

  • Global and local

    Our network of 60+ approved partners are Pole Star trained, based in your local area and ready to support you in your local language and time zone.

Contact Support

How you can reach us

"Pole Star’s Technical Support and Customer Support teams are available to provide 24/7 support to us as a client. Through our years as a subscriber, we have observed the professionalism of the Pole Star teams. They check on our account, ensuring that information and vessel tracking are up-to-date and managing to identify any problems before it has become noticeable by us, the client."

Benny Low - Security Department / Group Security Manager/ CSO – Thome Ship Management PTE Ltd

Key account management

We're all about one-to-one relationships

One primary contact. One friendly and knowledgeable voice. Your dedicated Account Manager will handle your account and help you get the most out of your subscription.

Changing to a new supplier doesn’t have to be a challenge. When you join Pole Star, you’ll be supported every step of the way by your own dedicated account manager, with the support of the support and technical teams. Your account manager will take the time to understand your unique business needs, recommending the best setup and options for you. We know that moving supplier is often a hassle, and we want to make that process as simple and quick as possible for you when you join us, that’s why we take care of everything with our personalized migrations, training and on-boarding process.

Technical support

Our technical specialists are highly experienced

Pole Star’s technical support team operates from three continents on a 24/7 basis, providing network and system monitoring, technical support and systems integration.

As experts in their field and possessing many years of experience in satellite communications technologies, our technical support team is uniquely qualified to offer specialised support for our systems and customers.

The team monitors the satellite networks and Pole Star’s systems via a live monitoring tool that allows technicians to identify and resolve potential issues quickly, this minimising impact on services to the customer. Working closely with customer support, the technical team handle escalated customer issues and provides Pole Star’s customers with knowledgeable technical support.

Meet the team

It's great to put a face to the name