ViaSat Quality Assurance Process & Procedure Field Guide · ViaSat Quality Assurance Process &...

© 2006 - 2014 ViaSat, Inc. of 49

Proprietary – For use only pursuant to

company approval and instructions

Terms of use.

ViaSat Quality Assurance Process & Procedure Field Guide Release Date: November 2014

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ViaSat Quality Assurance Process & Procedure Field Guide

Release Date: November 2014

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Terms of use.

Table of Contents

Version Changes ........................................................................................................................................................ 4

Overview ...................................................................................................................................................................... 5

Helpful Links ..................................................................................................................................................................................................................... 5

Training Required .......................................................................................................................................................................................................... 5

Assumptions ............................................................................................................................................................... 5

Definitions ................................................................................................................................................................... 6

Policy ............................................................................................................................................................................ 6

Audit the Installation 'As Is' ...................................................................................................................................................................................... 6

Volume Requirements .................................................................................................................................................................................................. 7

Authority to Perform .................................................................................................................................................................................................... 7

ViaSat HSP Site Visits.................................................................................................................................................................................................... 7

Standards ........................................................................................................................................................................................................................... 7

On-site Processes............................................................................................................................................................................................................. 8

QA Follow-up Work ..................................................................................................................................................................................................... 14

FSM Audit Checklist Guidelines ...........................................................................................................................15

General .............................................................................................................................................................................................................................. 15

SVT & Outside Quality Checklist ............................................................................................................................................................................ 15

Audit Failure – Downstream Signal-to-Noise .................................................................................................................................. 15

Audit Failure – Upstream Transmit Power ...................................................................................................................................... 15

Audit Failure – Line of Sight ............................................................................................................................................................ 16

Audit Failure – ODU Assembly/ODU Bonding ................................................................................................................................. 16

ODU Bonding – Roof/Wall mounts ............................................................................................................................................. 17

ODU Bonding – Pole/S-mount Mount ........................................................................................................................................ 17

Audit Failure – Mounting Hardware................................................................................................................................................ 17

Audit Failure – ODU Mount ............................................................................................................................................................. 19

Wall Mount – Standard Mount or S-Mount – Wood .................................................................................................................. 19

Wall Mounting – Brick, Concrete or Block .................................................................................................................................. 21

Roof Mount ................................................................................................................................................................................. 23

Non-penetrating Mount ............................................................................................................................................................. 24

Under-Eave Mount – J-mount .................................................................................................................................................... 25

Under-Eave Mount – EM-7 mount ............................................................................................................................................. 27

Under-Eave Mount – SLEARO-02 ................................................................................................................................................ 28

Pole Mount – Hole Size and Location ......................................................................................................................................... 30




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Audit Failure – RG6 Compression Connectors ................................................................................................................................ 31

Audit Failure –Connectors compressed and Tight......................................................................................................................... 31

Audit Failure: Approved Ground Block Mounting ........................................................................................................................... 31

Audit Failure: Drip Loops at Equipment and Entry Points ............................................................................................................... 31

Audit Failure: Sealant and Bushings at Entry Points....................................................................................................................... 32

Audit Failure: Cable Routing and Attachment ................................................................................................................................ 32

Audit Failure: Splices/Barrels ......................................................................................................................................................... 33

Audit Failure: Approved COAX Cable ............................................................................................................................................. 34

Audit Failure: System Grounded to NEC Source Ground ............................................................................................................... 34

NEC Ground Sources Used by ViaSat .......................................................................................................................................... 36

Inside Quality Checklist ............................................................................................................................................................................................. 39

Audit Failure – Modem Installed Correctly ..................................................................................................................................... 39

Audit Failure – Inside Cable Installed to Spec ................................................................................................................................. 40

Audit Failure – Was the Optimizer Installed ................................................................................................................................... 40

Audit Failure – Was Contact Email Set Up....................................................................................................................................... 40

Audit Failure – Internet Browsing Confirmed ................................................................................................................................. 41

Audit Failure – Site Survey Discussed with Customer ..................................................................................................................... 41

Audit Failure – System Operational Since Install/Service Call ......................................................................................................... 41

Audit Failure – Did the Installer Clean Inside and Outside Work Areas .......................................................................................... 42

Audit Failure – Is the Customer Satisfied with Installation (Aesthetics) ......................................................................................... 42

Audit Failure – Did the Installer Leave 1-866-WILDBLUE Customer Care Number ......................................................................... 43

Audit Failure – Installer Have Clean Appearance ............................................................................................................................ 43

Audit Failure – Did the Installer Educate the Customer .................................................................................................................. 43

Audit Failure – Installer Knowledgeable of Product ........................................................................................................................ 43

Audit Failure – Did the Installer Display a Safe Working Environment ........................................................................................... 44

Audit Failure – Virus Protection Installed........................................................................................................................................ 44

Audit Failure – ID Displayed/Presented to Customer ..................................................................................................................... 44

Retrieving FSM Work Orders ...................................................................................................................................................... 45

Adding Photos to a FSM Work Order.......................................................................................................................................... 45

Recommended Scripts for Customer Calls.................................................................................................................................. 46

Pole Types ................................................................................................................................................................................... 47

Non-Pen Mounts ......................................................................................................................................................................... 47

Mounting Standards ................................................................................................................................................................... 47

Approved Locations .................................................................................................................................................................... 48

Approved Surfaces ...................................................................................................................................................................... 49

Unapproved Surfaces.................................................................................................................................................................. 49

Approved Structural Elements .................................................................................................................................................... 49

Unapproved Structural Elements ............................................................................................................................................... 49




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Version Changes

This table reflects the changes since the last published version.

Date Page #., Section/ Paragraph Title Notes

10/2014 Page 24, Roof Mount Adjustable stays measurements

11/2014 Page 8, On-site Processes Clarification on Pole Mount photos, and how to

demonstrate the height of the pole in the photo




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Overview

This document identifies the Quality Assurance Process and Procedures program relative to the ViaSat

standard Installation requirements for processing the activities and details of the installation inspections. This

document replaces all previous editions.

Helpful Links

ViaSat Central: http://www.viasatcentral.com - The one-stop site for ViaSat Technical University (training), as

well as helpful links to other apps, such as eSVT, FSM, Support Portal and the eGuide.

eSVT: https://esvt.exede.net/ - The enhanced Service Visibility Tool is also available on the Field Support tab

of the Support Portal. This tool is used to determine if a SurfBeam 2 account/installation is within specification.

All values must reflect green before leaving the customer premise. Technicians review the account in eSVT

before driving to the Customer’s location, and after making any repairs to confirm that the repair is complete.

Technician Support Portal URL: www.https://portal.servicecenter.wildblue.net/portal

SVT: The Service Visibility Tool is a tab located in the Technician Support Portal. This tool is used to

determine if a SurfBeam account/installation is within specification. All values must reflect green before leaving

the customer premise. Technicians review the account in SVT before driving to the Customer’s location, and

after making any repairs to confirm that the repair is complete.

FSM: Field Service Management. ViaSat’s Fulfillment order management tool, located in the ViaSat Support

Portal, Tools tab or www.https://fulfillment.wildblue.net/FSM/index.jsp

FSM Audit Checklist: This checklist is on the Audit tab in an FSM work order where the technician records

the details of his or her audit. This tab is available only to designed ViaSat auditing personnel.

Training Required

A technician must be certified to complete audits by completing the assigned QA training courses. If their

performance as an auditor is unsatisfactory, the technician will be required to retake additional training,

depending on the type of performance issue.

Assumptions

The Policy and Guidelines presented in this document assume several things:

The auditor is currently certified as a ViaSat Technician

The auditor is familiar with the job aids available in the eGuide, and is skilled in using them as a

reference for detailed procedures. Procedures are not repeated in this document, so an auditor must

use this resource when needed. ViaSat strongly recommends that the auditor carry a copy of all

job aids on his computer when going to the Customer's location. All job aids are available as a

single download on the Home page of the eGuide.

The auditor is skilled in using the Installation and Service Call Standards document.


http://www.viasatcentral.com/

https://esvt.exede.net/

https://portal.servicecenter.wildblue.net/portal/

https://portal.servicecenter.wildblue.net/portal/dt

https://portal.servicecenter.wildblue.net/portal/dt

https://fulfillment.wildblue.net/FSM/index.jsp



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Definitions

Auditor: A ViaSat Certified Technician who has completed advanced training to become a ViaSat certified

Quality Assurance auditor. Technicians or supervisors who have not completed this advanced training are not

authorized to complete audits until they have met all requirements.

Technician: A technician who has completed the ViaSat Technician Certification Program, but who has not

completed any additional advanced training. This person is authorized to install and maintain ViaSat services,

only.

Audit: Audit is a general term used for on-site review of work performed for an installation, upgrade, or service

work order. Sometimes the terms QC, QA, or Quality Assurance may also be used to describe an audit.

Live Audit: A Live Audit is performed while the technician is still performing the initial installation work on site.

The purpose of this type of audit is to evaluate the technician as he/she works and is recommended for

technicians that are not meeting performance metrics, are new to the field, or as a continual skill set review.

Post Audit: Post installation Audits are performed after the technician has left the premises to evaluate the

technician’s performance while working independently. Auditors make every attempt to contact the Customer

to gain access to the premise and perform the audit.

Audit PASS: All audits must meet or exceed a score of 85% and/or passes all “auto-fail” items (listed in the

Auto Fail definition below).

Audit FAIL: A failed audit is considered any audit that achieves a score of 89% or below. An audit also fails if

any of the five auto-fail items do not pass.

Auto-fail items:

Lack of Line of Sight (+ -) 10 degrees in all directions

Lack of approved, or use of unapproved, mounting hardware

Missing or incorrect placement of adjustable stays/monopoles

Unapproved poles or adapters not listed on ViaSat’s Approved Mount Accessories List

ODU mount not installed according to standards

Use of unapproved cable

ODU bonding/system not grounded to NEC ground source

Policy

Audit the Installation 'As Is'

All installations are audited as is. This means that the auditor reviews how they found the installation, not that

he or she first corrects any defects and then passes the installation. Auditors who are found to repair first/audit

second are falsifying documents and this behavior is grounds for removal of Audit permissions.




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If corrections are made on-site, the auditor notates the audit form in FSM that specifies the defects that were

corrected on-site and include all before/after pictures.

The requirements for uploading before pictures are located in the On-site process section below.

Volume Requirements

On a monthly basis, all ViaSat contracted installation offices shall audit no less than 10 percent (10%) of

completed work orders (Installs, Service Calls, and Upgrades). Each site shall be audited utilizing FSM Audit

Checklist form, and this document, and any nonconformance shall result in failure of the Audit. Overall, all

installation offices shall maintain a monthly pass rate of at least 85 percent (85%) i.e., 85% of Audits performed

in the preceding month indicated that all ViaSat’s requirements were met.

Authority to Perform

This requirement applies to all personnel including sub-partners. An Audit may be performed only by

designated ViaSat personnel and personnel designated by each installation office. Each installation office is

responsible for ensuring that Audit personnel are certified technicians, certified to perform audits, and that they

fully understand the contents and use of this document and the Installation Standards. Audit personnel may

have their audit certification and responsibilities revoked if their performance shows substantial variances in

their audit results vs. standards put in place by ViaSat. An auditor may not audit more than 10% of his or her

own installations.

ViaSat HSP Site Visits

ViaSat Fulfillment Contractors shall provide reasonable access to all ViaSat personnel (such as Field Service

Technicians (FST) and Field Performance Advisors (FPA) and corporate management for the following

purposes:

Inspecting warehouses and trucks for material and tool compliance

Records inspections

Technical training assistance

Audit review

Sales training

All other reasonable assistance and compliance activities pursuant to the fulfillment agreement

between the parties

The ViaSat field personnel will give reasonable advance notice to the appropriate fulfillment partner contact

prior to visiting any field office locations. ViaSat will also provide its partners with its contact list for field

personnel.

Standards

i. Form: The FSM Audit Checklist is used to complete all Audits.

ii. FSM orders: In the event that a ViaSat FST or FPA performs an audit and it fails, FSM automatically

creates an order labeled ‘QA Follow Up’. The QA Follow Up order has specific notes on failed items




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entered by the auditor, describing it as a Failed Audit. FSM then assigns the order to the proper

installation office with results (FSM Audit Checklist) of the failure or potential service impacting issues

to the customer.

On-site Processes

i. Form Completion: The auditor completes every item on the FSM Audit Checklist on the Audit tab of

the FSM. If an item is not applicable or not verifiable, the auditor enters ‘N/A’ instead of a pass/fail

status. N/A is not used for auto-fail items (those items with a point score greater than 10). If the

Customer is not home, leave the Inside Quality Checklist section of the form blank.

ii. On-site Failure: The auditor is required to record failures in the FSM Audit Checklist as they are

found. Depending on the severity of the failure, and his employer’s procedures, the auditor may

repair/correct the failed item or direct the technician to return and repair later. If on-site

repair/corrections are made while performing an Audit, the auditor still records the Fail status on the

FSM Audit Checklist.

a. Fail Definition: An Audit fails if the score is 89% or below and/or failure of an auto-fail item

iii. Audit Documentation Requirements: The minimum required photos along with the completed

checklist are required for all audits performed. “Attachments” is located at the bottom of the Audit form

and is the proper location for before and after pictures to be uploaded. All photos must be in focus, and

from an appropriate distance (close in for details, far away for large objects).

a. For Pole mounts, the auditor must provide a

measuring tool displaying the 60” mark with red

tape or some other type of marker, which

indicates the 5ft location on the tape. The

submitted photo must show the pole from the

ground to the bottom of the AZ/EL clearly so the

pole height is graded accurately.




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The ODU mount/system: The auditor must take a minimum of three (3) photos that show

o The entire ODU installed. For pole mounts, from the ground to the base of the AZ/EL, with a tape

measure showing the scale and marker at 60”.

o The mount and the anchors used to attach the mount to the structure

o Mounting of the adjustable stays/monopoles in the correct position

Photo Examples




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Cabling: The auditor must take a minimum of three (3) photos that show

o the proper routing from the ODU to the interior cabling (if the auditor is able to enter the Customer’s

location)

o the service loops

o the point of entry

o the cable type, brand, and model number of the ViaSat-approved COAX cable

Photo Examples




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Grounding/Bonding: The auditor must take a minimum of three (3) photos that show

o The #17ga wire from the ODU foot plate to the ground block

o The #10ga wire from the ground block to the approved grounding source

o The U.L listed approved grounding device

Photo Examples




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Residential location: Full, frontal view of the residence from the street for reference, including any

addresses indicators for future verification

Photo Examples

Line of Sight: The auditor must take a minimum of one (1) photos that show

o The line of sight from the reflector’s perspective; for example, from behind the ODU, showing the

TRIA and the southern sky, etc. In some instances, the back of the ODU is not accessible so the

photos may be taken from just below where the boom arms attach to the back bracket, but still

showing the TRIA and the southern sky, etc.

Photo Examples




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Before and After: Any defects must be captured in a picture to assist in providing feedback to the

original technician and to document any repairs/corrections that are made.

Photo Examples

Before After




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QA Follow-up Work

For each Audit Follow-up activity, FSM assigns a work order to the Installation Office. The Installation Office

personnel must schedule and complete a follow-up visit, completing all required work, within seven (7) days

from the date of the order. This timeline should accommodate the Customer’s schedule.

i. FSM generates a work order to make the repairs, based on the failed audit results. FSM assign the

work order to the correct Installation Office for a service call to make the repairs. The work order is

labeled as a QA Follow Up, with notes referencing it as a ViaSat Failed Audit.

See Appendix A for steps on retrieving work orders on page 36.

ii. The Installation Office has seven (7) days to schedule and/or complete all QA Follow Up work orders.

QA Follow Up work orders are considered a priority and cannot be cancelled by the Installation Office.

iii. The Installation Office makes every effort to contact the Customer in a timely manner. The office must

continue making attempts until the customer has been contacted to set up an appointment. Every

attempt is noted in the Notes section of the FSM work order, including date/time/agent information.

The appointment must accommodate the Customer’s schedule, even if it is beyond 7 days. All

appointments must be met.

The customer must be assured that they will not incur charges of any kind to their account.

If the customer refuses the appointment request, please notify ViaSat Installer Relations.

See Appendix A for a suggested script for contacting the Customer on page 37

iv. Cancelling/Rescheduling a QA Follow Up work order is not permitted. Please notify ViaSat Installer

Relations.

v. All failures indicated on the QA Follow Up work order must be repaired to ViaSat standards. At the

same time, the technician is required to evaluate the entire installation, and repair anything that does

not meet ViaSat specifications.

vi. A second FSM Audit Checklist form must be completed at the time of the scheduled QA Follow Up

work order, along with documentation about how the installation was repaired/corrected. This includes

notes in the Notes field of the FSM work order, and the required photographs. Only the QA Follow Up

work order is marked as completed in FSM.

The Installation Office has a total of ten (10) days, or three (3) days after the activity is complete

to complete the second FSM Audit Checklist as described above.

See Appendix A for steps on uploading photos to FSM on page 36




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FSM Audit Checklist Guidelines

This section reviews how to complete the FSM Audit Checklist, found on the Audit tab of those FSM work

orders that have been selected for auditing.

Note: The decision to issue a QA Follow up work order is based on certain line items, not on the

overall score. It is possible to have an Audit pass based on the number of Pass/Fail line items;

however, it may fail overall because of a particular defect that could affect service or cause a damage

claim.

Results for the Audit appear at the top of the page, showing percentage results for each section.

The following items correspond to each section of the FSM Audit Checklist. If additional clarification is needed

on any of these sections, contact your ViaSat FST/FPA.

General

Complete these items as appropriate.

SVT & Outside Quality Checklist

These items are ordered from the left column to the right column

AUDIT FAILURE – DOWNSTREAM SIGNAL-TO-NOISE

Value: PTS

Confirm the modem is plugged in and online.

Is the DSSNR value in the SVT section red or green?

o If red, set this to Fail.

o If green, set this to Pass.

Is the DSSNR failing because of weather? If yes, set this to Pass.

o Remember to check both the service location and the gateway.

If the auditor determines that DSSNR is red because the installation does not meet ViaSat standards,

then set this to Fail. In this case, set USTXPWR to Fail as well.

Do not use 'N/A'

AUDIT FAILURE – UPSTREAM TRANSMIT POWER

Value: PTS

Confirm the modem is plugged in and online.

Is the USTXPWR value in the SVT section red or green?

o If red, set this to Fail.

o If green, set this to Pass.




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Is the USTXPWR failing because of weather? If yes, set this to Pass.

o Remember to check both the service location and the gateway.

Is the USTXPWR failing because the TRIA is failing? If yes, set this to Pass

If the auditor determines that USTXPWR is red because the installation does not meet ViaSat

standards, then set this to Fail. In this case, set DSSNR to Fail as well.

Do not use 'N/A'

AUDIT FAILURE – LINE OF SIGHT

Value: PTS (Auto-fail item)

Is there a +/- 10 degree window around where the TRIA/ODU is pointing?

o If yes, set this to Pass

o If no, check next item

Is there any other location for the ODU that has the desired line of sight?

o If yes, set this to Fail

o If no, check the next item

Is the obstruction unlikely to grow directly into the path of the TRIA/ODU within the next 5 years?

o If yes, set this to Pass

o If no, set this to Fail

Do not use 'N/A

AUDIT FAILURE – ODU ASSEMBLY/ODU BONDING

Value: PTS

Is this the correct ViaSat ODU for the service?

Are the correct bolts and nuts used to assemble the ODU?

Are the bolts and nuts all tightened correctly?

For older WildBlue ODUs, is the Elevation Rod installed and tightened correctly?

o If no for any of these questions, set this item to Fail

o If yes for all of these questions, go to the next item (this line item is passing so far)




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ODU Bonding – Roof/Wall mounts

Is there a ground lug or green ground screw attached

to the mount footplate?

Is there a #17 messenger or #10 solid copper ground

wire connected between the ground lug/green ground

screw to the ground block?

ODU Bonding – Pole/S-mount Mount

Is there a like-metal ground strap secured to the pole?

o Does it make a 360-degree contact with the pole/s-

mount?

Is there a #17 messenger or #10 solid copper ground wire

connected between the green ground screw and the ground

strap?

o If using #10 solid copper ground wire, is it threaded

through the sweeps? Is it routed through the flexible

conduit, if present?

Decision on ODU Bonding

If any of the answers to these questions is no, set this line item to

Fail

If all of the answers to these questions are yes, set this line item to Pass

AUDIT FAILURE – MOUNTING HARDWARE

Value: PTS (Auto-fail item)

This item includes adjustable stays/monopoles, pole mounts and an adapter, alternative mounts such as non-

pens, under-eave, and S mounts).

Is this a wall or sloped roof mount?

o If yes, is the mount the standard mount or an alternative mount listed on the ViaSat Approved

Mount Accessories List?

If yes, go to the next sub-item (this line item is passing so far)

If no, set this item to Fail

o If no, go to the next item (Go to pole mount, skip S-mount)




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o Is this an S-mount?

If yes, is it placed on the southern-facing corner of a ViaSat-approved surface?

If yes, continue to the next sub-item (adjustable stays/monopoles)


If no, continue to the next sub-item

o Are the ViaSat-approved adjustable stays/monopoles

present?

o Are they assembled correctly on the collar, which is

about 2" below the bend of the mast tube?

o Are they set correctly to form a tripod?

o Is the distance between the top of the footplate and

the bottom of the adjustable stays/monopoles

footplate 9 to 13 inches?

o Are they anchored correctly into the surface?

o Recall that some non-pens have adjustable

stays/monopoles built into the sled.

If yes to all conditions, go to the next sub-item

(this line item is passing so far)

If no to any condition, set this item to Fail.

Figure 1: Adjustable Stay Construction

o Are the correct anchors used to attach the mount to the surface?

If yes, go to the next sub-item (this line item is passing so far)


o Are the correct anchors attached to structural members (studs, joints, trusts, interior of a brick

not the mortar, etc.) of the building?

If yes, set this item to Pass





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o Are the anchors properly sealed with silicone or Bishops tape?



Is this a pole mount?

o If yes, is the pole type on the ViaSat Approved Mount Accessories List? (Pole must be 9-gauge

or Schedule 40, 2 inch OD. Poles with 2 3/8 inch in diameter require an adapter)

If yes, go to the next item (this line item is passing so far)


o Does this pole type require a pole adapter?

If no, set this item to Pass

If yes, is the adapter on the ViaSat Approved Mount Accessories List?



AUDIT FAILURE – ODU MOUNT

Value: PTS (Auto-fail Item)

Wall Mount – Standard Mount or S-Mount – Wood

See Appendix B for the Mounting Standards, and the approved Location,

Surfaces, and Structural Elements lists beginning on page 38

Is the mount in an acceptable location? Recall that an S-Mount must

be on a south-facing corner.

Does the building have an approved foundation according to the

Installation and Service Call Standards, and is it structurally sound?

Is the ODU located near any electrical conductors?

o If yes, is the ODU located within 3 feet of a 250V service?

o If yes, is the ODU located within 20 feet of a service over

250V?

If yes to any of these questions, set this item to Fail

If no, go to the next item (this line item is passing so far)

Is the ODU located within 6 feet of any lightning arrest system?

o If yes, set this item to Fail

o If no, go to the next item (this line item is passing so far)

Is the bottom of the Back Bracket on the ODU more than 5 feet above the walking surface?




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o If no, set this item to Fail.

o If yes, go to the next item (this line item is passing so far)

Is the mount on an acceptable surface, wood

panel or lap siding?

Is there any visible decay or damage to the

surface?

o If yes, then set this item to Fail,

regardless of answers to the other

questions

Is the mount attached to an approved structural

element?

o If yes, are the adjustable

stays/monopoles using separate

structural elements than the footplate?

o If possible, confirm that the mount anchors are in the element by observing the interior side of

the structural elements, or by using other location techniques.

Are there two (2) 5/16"x3" flanged lag screws/bolts in the center of the footplate?

Are there four (4) 5/16"x2" flanged lag screws/bolts in each corner of the footplate?

Is each of the six lag screws sufficiently tight to sustain

300 lbs. of pull-out pressure?

Is each lag screw/bolt sealed with an appropriate amount

of exterior silicon sealant?

Are all unused pilot holes filled with an appropriate

amount of exterior silicon sealant?

Is the footplate plumb using a torpedo level?

For wall mounts except S-Mount:

o Are the ViaSat-approved adjustable stays/monopoles present?

o Are they assembled correctly on the collar, which is about 2" below the bend of the mast tube?


o Is the distance between the top of the footplate and the bottom of the adjustable

stays/monopoles footplate 9 to 13 inches?




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o Are they anchored correctly into the surface with four (4) 5/16"x2" lag screw/bolts? (2 in each

monopole/stay footplate)

o Is each lag screw sealed with the appropriate amount of exterior silicon sealant?

Decision:

If any of the answers to these questions is no, set this line item to Fail.

If all of the answers to these questions are yes, set this line item to Pass.

Wall Mounting – Brick, Concrete or Block

See Appendix B for the Mounting Standards, and the approved

Location, Surfaces, and Structural Elements lists beginning on

page 38

Remember! Stucco is not an approved surface

Is the mount in an acceptable location?

Is it a load-bearing wall?

Does the building have an approved foundation according

to the Installation and Service Call Standards, and is it

structurally sound?



o If yes, is the ODU located within 20 feet of a service over 250V?







o If no, set this item to Fail


Is the mount on an acceptable surface, such that it provides a flush attachment?

Is there any visible decay or damage to the surface?

o If yes, then set this item to Fail, regardless of answers to the other questions

Is the mount attached to an approved structural element?




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o If yes, are the adjustable stays/monopoles using separate structural elements than the

footplate?

o Is the footplate at least 28" from any corner, door,

window or top of the wall?

For a brick/poured concrete wall: Are there four (4) 5/16"x2"

flanged lag screws/bolts, set into metal anchors, in each

corner of the footplate?

o Are any of the lag screw/bolts in grout?

If yes, then set this item to Fail, regardless of

answers to the other questions

For a hollow/cinder block wall: Are there four (4) lags and or metal

anchors, set into hollow wall toggle anchors, in each corner of the

footplate?

o Are any of the wall toggle anchors in grout?

If yes, then set this item to Fail, regardless of answers

to the other questions

Are any of the four anchors anywhere on a chimney, above the

roofline?

If yes, then set this item to Fail, regardless of answers to the other questions

Is each of the four anchors sufficiently tight to sustain 300 lbs. of pull-out pressure?

Is each anchor sealed with an appropriate amount of exterior silicon sealant?

Are all unused pilot holes filled with an appropriate amount of exterior silicon sealant?


For wall mounts except the S-mount:

o Are the ViaSat-approved adjustable

stays/monopoles present?

o Are they assembled correctly on the collar,

which is about 2" below the bend of the mast

tube?


o Is the distance between the top of the

footplate and the bottom of the adjustable

stays/monopoles footplate 9 to 13 inches?




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Terms of use.

o Are they anchored correctly into the surface with either 5/16"x2" lag screw/bolts or 2 brick

screws (1/4"x3" tapcon type)?

Decision:



Roof Mount




o If yes, is this location over a living area? Are there any

better locations, which still provide line of sight, that avoid

a living area?

If yes, then set this item to Fail, regardless of

answers to the other questions


Installation and Service Call Standards, and is it structurally

sound?



o If yes, is the ODU located within 20 feet of a service over

250V?









Is the mount on the only acceptable surface, asphalt shingle?






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Terms of use.

Is the mount attached to an approved structural element?


footplate?



Are there two (2) 5/16"x3" flanged lag screws/bolts in the center of the footplate?

Are there four (4) 5/16"x2" flanged lag screws/bolts in each corner of the footplate?

Is each of the six lag screws sufficiently tight to sustain 300 lbs. of pull-out pressure?

Is the footplate and all holes used for lag screw/bolts sealed correctly with tar-based sealant and/or

Bishops tape?

Are all unused pilot holes filled with an appropriate amount of exterior tar-based sealant?


Are the ViaSat-approved adjustable stays/monopoles present? Are they assembled correctly on the

collar, which is about 2" below the bend of the mast tube? Are they set correctly to form a tripod? Is the

distance between the bottom of the footplate and the top of the

adjustable stays/monopoles footplate 16 to 19 inches? Are they

anchored correctly into the surface with four (4) 5/16"x2" lag

screw/bolts? Are the lag screw/bolts sealed with tar-based sealant?

Decision:



Non-penetrating Mount



Is the mount in an acceptable location, which includes a commercial

building?

o If yes, is there any visible slope to the roof? Is the mount

sitting on the ground? Is the mount sitting on a patio or deck?

If yes, then set this item to Fail, regardless of answers

to the other questions


Installation and Service Call Standards, and is it structurally sound?




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Is the mount on an acceptable surface, including a membrane pad between the roof and the sled?



Is the sled held down with a minimum of 8 - 28lb-pound solid/cinder blocks for ballast? Note: more

ballast may be required in high-wind areas.

Does the non-pen sled model require a pole adapter?

o If no, do not set this item to Fail for lack of a pole adapter.

o See Appendix B for specifications on the Approved Non-Pen Mounts on page 38

Does the non-pen sled have built-in support arms?

o See Appendix B for specifications on the Approved Non-Pen Mounts on page 38

o If no, are the ViaSat-approved adjustable stays/monopoles present? Are they assembled

correctly on the collar, which is about 2" below the bend of the mast tube? Are they set correctly

to form a tripod? Is the distance between the top of the footplate and the bottom of the

adjustable stays/monopoles footplate 9 to 13 inches?

Is the mast tube plumb using a torpedo level?

Decision:


If all of the answers to these questions are yes, set this line item to

Pass.

Under-Eave Mount – J-mount


Location, Surfaces, and Structural Elements lists beginning on page 38




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Is the mount in an acceptable location? Is this location on an exposed rafter eave?

Does the building have an approved foundation according to the Installation and Service Call

Standards, and is it structurally sound?














Is the mount attached to an approved structural element, and not attached to any fascia boards?


footplate?



Are there two (2) 5/16"x3" flanged lag screws/bolts (depending on the size of the rafter) in the center of

the footplate?

Are there four (4) 5/16"x2" flanged lag screws/bolts (depending on the size of the rafter) in each corner

of the footplate?

Is each of the six lag screws sufficiently tight to sustain 300 lbs. of pull-out pressure?

Is each lag screw/bolt sealed with an appropriate amount of exterior silicon sealant?


Is the mast tube plumb using a torpedo level?


collar? Are they set correctly to form a tripod? Is the distance between the top of the footplate and the

bottom of the adjustable stays/monopoles footplate 9 to 13 inches? Are they anchored correctly into

the surface with four (4) 5/16"x2" lag screw/bolts? Are the lag screws/bolts correctly sealed?




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Decision:



Under-Eave Mount – EM-7 mount

See Appendix B for the Mounting Standards, and the

approved Location, Surfaces, and Structural Elements lists

beginning on page 38

Is the mount in an acceptable location? Is this

location on an enclosed rafter eave?

Does the building have an approved foundation

according to the Installation and Service Call

Standards, and is it structurally sound?


o If yes, is the ODU located within 3 feet of a

250V service?

o If yes, is the ODU located within 20 feet of a

service over 250V?











Is the mount attached to an approved structural element, and not attached to any fascia boards?


footplate?






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Is the mount bracket attached with (5) - 5/16” x 3 lag screw/bolts that secure the bracket front to back

and side to side?

Is each of the five (5) lag screws sufficiently tight to sustain 300 lbs. of pull-out pressure?

Is each lag screw/bolt sealed with an appropriate amount of exterior silicon sealant?


Is the mount bracket plumb using a torpedo level?


collar, which is about 2" below the bend of the mast tube? Are

they set correctly to form a tripod? Is the distance between the

top of the footplate and the bottom of the adjustable

stays/monopoles footplate 9 to 13 inches? Are they anchored

correctly into the surface with four (4) 5/16"x2 lag screw/bolts?

Are the lag screws/bolts correctly sealed?

Decision:


If all of the answers to these questions are yes, set this line item to

Pass.

Under-Eave Mount – SLEARO-02


Location, Surfaces, and Structural Elements lists beginning on page 38

Is the mount in an acceptable location? Is this location on either

an enclosed or exposed rafter eave?


Installation and Service Call Standards, and is it structurally

sound?


o If yes, is the ODU located within 3 feet of a 250V

service?






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If no, go to the next item (this line item is passing so

far)




Is the bottom of the Back Bracket on the ODU more than 5 feet

above the walking surface?





Is the mount attached to an approved structural element, a rafter if an exposed eave, or through the

eave surface if enclosed?


footplate?

Is the mount bracket attached with four (4) - 5/16” x 3 lag screw/bolts that secure the bracket, two (2)

from each to side?

Is each of the five (5) lag screws sufficiently tight to sustain

300 lbs. of pull-out pressure?

Is each lag screw/bolt sealed with an appropriate amount of

exterior silicon sealant?

Are all unused pilot holes filled with an appropriate amount

of exterior silicon sealant?

Is the mount bracket plumb using a torpedo level?

Are the ViaSat-approved adjustable stays/monopoles

present? Are they assembled correctly on the collar, which

is about 2" below the bend of the mast tube? Are they set

correctly to form a tripod? Is the distance between the top of

the footplate and the bottom of the adjustable

stays/monopoles footplate 9 to 13 inches? Are they

anchored correctly into the surface with four (4) 5/16"x2" or

(4) 5/16"x1-1/2" lag screw/bolts? Are the lag screws/bolts

correctly sealed?




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Decision:



Pole Mount – Hole Size and Location

See Appendix B for the Mounting Standards, and the approved Location, Surfaces, and Structural Elements

lists beginning on page 38


Is the mount attached to an approved structural element, namely solid ground with no threat of

flooding?

Is the pole type on the ViaSat Approved Mount Accessories List?

Does this pole type require a pole adapter?

o If yes, is the adapter on the ViaSat Approved Mount Accessories List?

Is there 5 feet of pole above the ground walking surface?

Is the cable buried in a trench?

Is the cable routed into sweeps as it enters and exits the trench?

If flooded cable is used, does it stop at the ground block?

If possible, determine whether a minimum of 150 lbs. (3 bags of quick-setting) of concrete was used

If possible, determine whether at least 36 inches into the ground or below the frost line

If possible, determine whether the pole has an anti-spin device attachment or be modified in the

concrete encased section such that circular motion of the pole is prevented.















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Decision:



AUDIT FAILURE – RG6 COMPRESSION CONNECTORS

Value: PTS

Are all the connectors F style; linear compression connectors rated for outdoor use?

Are all the connectors properly terminated?

o If any of the answers to these questions is no, set this line item to Fail.

o If all of the answers to these questions are yes, set this line item to Pass.

AUDIT FAILURE –CONNECTORS COMPRESSED AND TIGHT

Value: PTS

Are all connectors compressed and tight?(30”in lbs. torque)

o If any of the answers to these questions is no, set this line item to Fail.

o If all of the answers to these questions are yes, set this line item to Pass.

AUDIT FAILURE: APPROVED GROUND BLOCK MOUNTING

Value: PTS

Is a ground block (or other ViaSat approved, UL Listed device) present?

Is it within 20 feet of the building bond, visible, and secured to the building with two (2) screws?

Is it a high frequency (rated up to 3GHz) ground block/device?

Are the barrels in a horizontal position, per NEC specifications, such that the drip loops draw moisture

away from all connectors?

Do the connectors have weather boots?

Decision:



AUDIT FAILURE: DRIP LOOPS AT EQUIPMENT AND ENTRY POINTS

Value: PTS

Is the radius of all turns in the COAX cable at least 3"?




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Are all drip/service loops at least 6" in diameter?

Is there a drip loop at every building entrance and cable connection?

o Is the drip loop constructed so the top slopes downwards, allowing moisture to run away from

any connections?

Is there extra cable in each drip/service loop to allow for small repairs later, and still maintain the bend

diameter/radius?

Decision:



AUDIT FAILURE: SEALANT AND BUSHINGS AT ENTRY POINTS

Value: PTS

Is a feed-thru bushing used whenever the COAX cable penetrates the building?

Is each bushing sealed with an exterior silicon sealant?

Decision:



AUDIT FAILURE: CABLE ROUTING AND ATTACHMENT

Value: PTS

Is the cable route the straightest, shortest, most direct route from the ODU to the building ground, and

then to the building entrance?

o Is there a COAX cable between the TRIA and the ground block/device, and between the ground

block device and the modem?

If no, determine whether the reason is appropriate. Confirm that there are no attempts to

reuse existing cable. If the reason is appropriate, do not set this item to Fail

19" to ensure 6" loop

Additional cable from loop to port

Pre-

Loop

Cable

Min 6"




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Terms of use.

Is the cable route free of all 90 degree bends?

Is it located in the least visible area as is practical?

Is the cable free of any damage?

Buried, Non-flooded Cable: Are conduit sweeps visible where the cable enters

and exits the ground? Do they extend at least 6" above the surface of the ground?

o If possible, determine if flexible conduit was used. Do not penalize if unable to determine with

certainty.

Buried, Flooded Cable: Are conduit sweeps visible where the cable enters and exits the ground? Do

they extend at least 6" above the surface of the ground?

Are all of these NEC requirements met, relating to NEC section 810.18?

o Cable ties are used to attach COAX to the ODU, but not to any electrical conduits/raceways.

o Exterior cables are installed more than 3 feet from incoming electrical conductors (<250V), and

more than 20 feet if the incoming electrical conductors is great than 250V.

o Exterior cables are installed at least 4 inches from any electrical conduit.

o Exterior cables are not installed within 6 feet of any part of a lightning discharge system

o Buried cable is more than 12 inches from any electrical conductor.

o Interior cable is installed more than 2 inches from any electrical conductors

Are all cables attached to the building with approved materials such as single/dual screw clips, cable tie

wraps, or vinyl siding clips? Recall that vinyl siding is not an approved surface for the mount.

Decision:



AUDIT FAILURE: SPLICES/BARRELS

Value: PTS

Are there any inappropriate splices in the cable, such as a connection to an existing cable run?


Are all barrels high-frequency (rated to 3GHz)?

Decision:



>3"




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AUDIT FAILURE: APPROVED COAX CABLE

Value: PTS (auto-fail item)

Does all COAX cable used meet these minimum specifications?

o 100% solid copper center conductor

o 60% braid

o Swept tested to 3GHz or higher

o RG6

o 75 Ohm resistance

Is any of the COAX cable pre-installed by the home builder?

o If yes, does it meet the ViaSat COAX Cable Specifications (listed above)?

Are there an appropriate number of cable runs, depending on the service?

If two cable runs (for the WildBlue service), are the ends labeled correctly (red on RX, green on TX)

Is the cable run under 150 feet total distance from TRIA to modem?

Decision:



AUDIT FAILURE: SYSTEM GROUNDED TO NEC SOURCE GROUND

Value: PTS (auto-fail item)

Definitions specific to Grounding:

Caution! If an unwanted or unexpected voltage appears on the grounding conductors, electrode system or any

part of the ViaSat installation, the audit must stop immediately. Notify the homeowner of the findings, and

contact your supervisor for further instructions.

Important! Recall that all grounding practices are subject to Local, State, and NEC guidelines, as well as

those set out by ViaSat. Know your local and state regulations!

System Grounding: A grounding connection is made between the ground block (or other ViaSat-

approved, U.L. Listed device) approved for grounding/bonding and the electric utility grounding electrode

system using the #6 bare copper wire, as defined by the NEC.

Grounding Wire: The grounding wire is at minimum a #10 gauge solid copper ground wire. It cannot

exceed 20 feet in length at any point from the ground block to the approved ground source, and must be

continuous (un-spliced) and fully jacketed. Grounding wires are run in as straight a line as possible, as

short as possible in vertical and horizontal runs. Sharp bends are to be avoided, and should follow the

same requirement of coaxial cable (not less than 3 inches in radius for RG6). Minimum bending radius of




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bonding and grounding wire apply to wires installed within enclosures as well. Grounding wires must be

securely attached to the surface of the structure they run along.

Ground Device: The ground block/device is placed according to NEC specifications on the home and

within 20 feet of the ground source. All coaxial cables from all ODU locations must be attached to a ViaSat-

approved ground block/device in a manner that is consistent with the rest of this field guide.

Grounding Attachment: U.L. Approved Ground Blocks / Two or more ODUs:

o In the case that more than one ODU or Antenna is used, a separate ViaSat-approved ground

block/device is used for each ODU or antenna, and a single ground wire is used to connect all

ground blocks/devices to the grounding electrode system.

o Separate ground blocks/devices are mounted within 8 inches of each other.

o Where there are multiple ground blocks/device, they are connected to the house grounding

electrode system with the same length of #10AWG grounding wire. The single grounding wire is

attached to the ground source on one end and extends through each individual ground block/device

until it reaches the grounding attachment point on the other end. The grounding wire is clamped

down at each ground block/device by its own screw-down attachment. Separate pigtails used to

connect multiple ground blocks/devices are not allowed.

Grounding Attachment – House Grounding Electrode System: The portion of the grounding electrode

system approved for connection by ViaSat consists of

o the electric service meter enclosure and associated grounding stubs and terminal bars if provided

o the metal raceway between the service enclosure and the breaker/fuse cabinet. This may also be a

metal continuous conduit, as long as there is no flexible conduit in line.

o the breaker/fuse cabinet housing

o the house grounding conductor (#6AWG solid bare copper wire or approved equivalent)

o the grounding electrode

Attachments made are free of corrosion and paint.




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Grounding Attachment – Mobile Home

Grounding Electrode System: All standard

grounding requirements apply to grounding to a

mobile home, however, the frame of a mobile

home may be used as a grounding point when

there is no mobile home service equipment

located in sight or the service is more than 20

feet from the exterior wall of the mobile home it

serves. The #6 solid bare copper ground wire or

equivalent wire that comes from the breaker

panel and attaches to the frame is acceptable as a grounding point regardless of service meter or pole

location. The mobile home frame may only be used on either end of the beam, never in the middle.

Expectations specific to Grounding

Important! Any failures in the grounding must be brought up to code and ViaSat specifications at the earliest

opportunity.

NEC Ground Sources Used by ViaSat

Is a #6 solid copper or a #4 braid available to terminate the #10 solid copper ground wire?

o If yes, was it used to terminate the #10 solid copper ground wire?

If yes, go to the Checking for Violations section below

Is an intersystem bonding termination (as defined by NEC article 810.21 (F)) available to terminate the

#10 solid copper wire? This could be a #6 solid copper stub exiting a meter enclosure, or a terminal bar

attached to the meter.


If yes, go to the Checking for Violations section below.

Is a service meter enclosure housing available to terminate the #10 solid copper ground wire?


If yes, was the clamp located in an approved location (back or side)? Does the clamp

allow access of any door, cover, or opening (even if it is welded shut)?


If no, set this line item to Fail.




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Terms of use.

Is the house ground rod electrode available to terminate the #10 solid copper ground wire?


If yes, was a separate clamp used to attach the wire?


Is a panel box or breaker/fuse box ground lug stud, or housing cover, available to terminate the #10

solid copper ground wire?



Is a metal service entrance raceway available to terminate the #10 solid copper ground wire? This

could also be a secondary metal conduit, as long as there is no flexible conduit anywhere in line.



If the building is a commercial or residential trailer/home, is there a standard house ground electrode

system attached to the building, or within 20 feet of the exterior wall?

o If yes, was the metal frame used to terminate the #10 solid copper ground wire?

If yes, set this line item to Fail

o If no, is there a #6 bare copper wire (or approved equivalent) that begins at the breaker panel

and attaches to the frame? If yes, then the mobile frame may be used as the ground source.

If yes, was it used to terminate the #10 solid copper ground wire?

If yes, was the UL listed clamp located at the ends of any of the beams (not in

the center)?

o If yes, go to the Checking for Violations section below.

o If no, set this line item to Fail

If this is a commercial building, is there a grounded sprinkler system available to terminate the #10 solid

copper ground wire?



Is there a metal underground water pipe in direct contact with the earth that runs for 10 feet (3 meter) or

more (including any metal well casing effectively bonded to the pipe) and electrically continuous (or

made electrically continuous by bonding around insulating joints or insulating pipe) to the points of

connection of the grounding electrode conductor and the bonding conductors? AND Is this same metal

underground water pipe within 5 feet of the point of entrance into the building?






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Terms of use.

If this is a pole mount, is there a like-metal ground strap available to terminate the #17 messenger (or

#10 solid copper) ground wire?

o If yes, was it used to terminate the #17 messenger (or #10 solid copper) ground wire?


o If no, set this line item to Fail

Checking for Violations

Was any house or other utility grounding/bonding equipment lifted or loosened in order to ground the

ODU?

Was any light fixture or power outlet opening in order to ground the ODU?

Is the #10 solid copper ground wire co-located with any other utility’s ground wire?

Is there any abandoned rods, wiring, or any other equipment used to ground the ODU?

Are there any non-UL Listed devices used as a grounding device?

Is any part (grounding block/device, wire, etc.) used in a manner that goes against its UL listing and its

labeling, or manufacturer’s instructions?

Are all grounding/bonding conductors installed with the clearances outlined by the NEC?

Is any grounding block/device attached/connected to any type of gas piping or equipment?

Is any grounding block/device attached/connected to an aluminum electrode?

Is any grounding block/device attached/connected to any AC panels, wiring or equipment?

Is any grounding block/device attached/connected to any part of a lightning arrest system, or lightning

rod?

If a corner clamp is used on a service enclosure, does the service enclosure have different heights for

the raised lip of the side and the raised lip on the back of the enclosure? This situation causes the

clamp to sit unevenly on the service enclosure.

Are there any clamps used on the front of the enclosed panel?

Is there any grounding block/device attached/connected to any water valve or hose bib?

Are there any other violations of local, state, or NEC grounding regulations/rules?

Decision for Checking for Violations

If the answer to all of the questions in this section is no, then go to the Confirming Standards section below.

If any of the answers in this section is yes, then set this line item to Fail, regardless of answers to the other

questions.




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Terms of use.

Confirming Standards

Is the ground wire a minimum #10 gauge solid copper wire, not spliced and fully jacketed?

Does it travel in the straightest horizontal or vertical line possible, without sharp bends, and maintain

the same bend radius as the COAX cable?

Is it securely attached to the building with cable clips?

Are the connections metal to metal, with no sign of corrosion or paint?

Is the ground wire longer than 20 feet?


Is the ground block/device attached to the building, and within 20 feet of the ground source?

If there is more than one ViaSat ODU at the location, does each ODU using its own ground

block/device with screw down attachments?

o Are all COAX cables connected to each ground block/device in an approved manner?

If there is more than one ViaSat ODU at the location, are the ground blocks/devices less than 8 inches

apart?

o Does a single #10 gauge ground wire travel through each ground block/device, with the wire

clamped down at each ground block/device, beginning with the first ground block (where the

#17 messenger ends), and continuing until it is attached to the ground source?

Final Decision on NEC Ground Sources for Use by ViaSat

If the answer to any of the questions in this section is no, set this line item to Fail, regardless of the answers to

any previous questions.

If all of the answers to the questions in this section are yes, set this line item to Pass

Inside Quality Checklist

Value: PTS

AUDIT FAILURE – MODEM INSTALLED CORRECTLY

Value: PTS

Does the modem have 1 inch of clearance in the front, and along the sides for correct air flow?

Does the modem have 3-3/4 inches of clearance at the back for airflow and the COAX cables?

Does the current location protect the modem from any potential damage due to heat, liquid or magnetic

interference?




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Decision:



AUDIT FAILURE – INSIDE CABLE INSTALLED TO SPEC

Value: PTS

Does the interior COAX cable meet the ViaSat COAX Cable specifications?

Does any flooded cable terminate at the ground block, and non-flooded cable continue into the building

to the modem?

If there are wall plates, are they rated as high-frequency up to 3GHz?

Decision:



AUDIT FAILURE – WAS THE OPTIMIZER INSTALLED

Value: PTS

Does the Customer have WildBlue service?

o If yes, is the Optimizer installed correctly in their default browser?

Decision:



Use ‘N/A’ if the service is Exede.

AUDIT FAILURE – WAS CONTACT EMAIL SET UP

Value: PTS

Does the Customer have WildBlue service?

o If yes, was the primary email account correctly configured on their account?




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Decision:



Use ‘N/A’ if the service is Exede.

AUDIT FAILURE – INTERNET BROWSING CONFIRMED

Value: PTS

At the time of the audit, does the ViaSat service obtain Modem Lock?

o If yes, are they able to browse the Internet?

If yes, set this line item to Pass.

o If no, is the reason due to some other failure of the installation?

If yes, set this line item to Fail.

If no, set this line item to N/A

AUDIT FAILURE – SITE SURVEY DISCUSSED WITH CUSTOMER

Value: PTS

Was the Site Survey reviewed with Customer?

Was any non-standard installation work described to the customer, and approved, before undertaking

the work?

Decision:



AUDIT FAILURE – SYSTEM OPERATIONAL SINCE INSTALL/SERVICE CALL

Value: PTS

Did the Customer bring any concerns to the auditor’s attention, which could have been avoided if the

technician had taken greater care during the installation?

o Did any of these concerns prevent the Customer from using their service?

If these concerns regard the aesthetics of the installation, review under Is the Customer

Satisfied with the Installation (below)




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Terms of use.

Decision:

If any of the answers to these questions is no, set this line item to Pass.

If all of the answers to these questions are yes, set this line item to Fail.

AUDIT FAILURE – DID THE INSTALLER CLEAN INSIDE AND OUTSIDE WORK AREAS

Value: PTS

Did the technician leave a clean working area (inside and outside), removing all installation

materials/debris/packaging, etc.?

Was the technician required to remove an old ODU/LNB (from another satellite company, or from

ViaSat) in order to install the current ViaSat system (for example, no other approved locations, line of

sight issues, etc.)?

o If yes, did the technician leave any old ODU/LNBs for the Customer to dispose of at their

discretion?

o If yes, did the technician leave the mount footplate and the stays/monopole footplates in place,

to prevent moisture damage?

Decision:



AUDIT FAILURE – IS THE CUSTOMER SATISFIED WITH INSTALLATION (AESTHETICS)

Value: PTS

Did the Customer bring any concerns to the auditor’s attention regarding the aesthetics of the

installation, which could have been avoided if the technician had taken greater care during the

installation?

Decision:

If any of the answers to these questions is no, set this line item to Pass.

If all of the answers to these questions are yes, set this line item to Fail.




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Terms of use.

AUDIT FAILURE – DID THE INSTALLER LEAVE 1-866-WILDBLUE CUSTOMER CARE NUMBER

Value: PTS

Did the technician provide the Customer with the current ViaSat (only) Customer Care contact number?

Did the technician refrain from providing any other contact numbers, such as personal cell phone

numbers, dealer office numbers, etc. as a way of circumventing the ViaSat Customer Care processes?

Decision:



AUDIT FAILURE – INSTALLER HAVE CLEAN APPEARANCE

Value: PTS

Was the technician’s appearance tidy?

Decision:



AUDIT FAILURE – DID THE INSTALLER EDUCATE THE CUSTOMER

Value: PTS

Did the Customer feel equipped to use his or her new service on the day of installation?

Was the technician able to demonstrate the proper care/use of the modem, account access, surfing,

etc. sufficiently to the Customer?

Decision:



AUDIT FAILURE – INSTALLER KNOWLEDGEABLE OF PRODUCT

Value: PTS

Did the Customer feel that the technician was knowledgeable about the product(s) he or she was

installing, and could competently discuss any questions or concerns the Customer had?




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Decision:



AUDIT FAILURE – DID THE INSTALLER DISPLAY A SAFE WORKING ENVIRONMENT

Value: PTS

Did the Customer feel that the technician used good safety practices, and did not put himself or the

Customer in any danger during the installation/service call?

Decision:



AUDIT FAILURE – VIRUS PROTECTION INSTALLED

Value: PTS

Did the technician confirm that the Customer’s computer was running an up-to-date anti-virus

application, prior to connecting the computer to the ViaSat network?

Decision:



AUDIT FAILURE – ID DISPLAYED/PRESENTED TO CUSTOMER

Value: PTS

Did the technician present proper identification to the Customer when he or she arrived at the site?

Decision:




Appendix A: Procedure References


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Terms of use.

Retrieving FSM Work Orders

1. Log into FSM from ViaSat Central (www.viasatcentral.com) or

www.https://fulfillment.wildblue.net/FSM/index.jsp

2. Click on “Browse Orders”

3. Type in the order number in the section labeled “FSM ID”

4. Click on Search

5. Click on the FSM ID link to open the order

Adding Photos to a FSM Work Order

1. Locate the order in FSM

2. Click on FSM ID link

3. On the Audit tab, scroll down to the bottom of the page, and find the section labeled “Attachments”

4. Click on the drop-down arrow located on the right hand side

5. Click Browse

6. Locate the file you want to attach and click open

7. Click Upload.

NOTE: The attachment file cannot be larger than 10MB.

Required photos showing Follow-up Activity resolution must show how all prior failed items have been

corrected.


http://www.viasatcentral.com/

https://fulfillment.wildblue.net/FSM/index.jsp

Appendix A: Procedure References


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Terms of use.

Recommended Scripts for Customer Calls

“ViaSat has been in your neighborhood conducting quality inspections. We found that your ViaSat system is in

need of repairs to ensure ViaSat high quality standards and to prevent loss of service.

We would like to schedule an appointment, at your convenience and free of any charges to your account, in

order to perform the needed maintenance on your system. Depending upon the repairs needed, this

maintenance should require less than two hours.”

If customer objects,

emphasize that this is a free service call

that they may encounter additional, and increasingly severe, service interruptions if it is not completed.

A scheduled service call may have charges connected to it.


Appendix B: Approved Mount Locations and Surfaces


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Terms of use.

This Summary is not intended to be the complete list of all approved accessories. Consult the ViaSat Approved

Mount Accessories List in the eGuide for the full listing.

Pole Types

All pole types must be galvanized and thick walled poles.

2 inch inner diameter, Schedule 40 galvanized steel pipe with a measured outer diameter of 2 3/8 inches,

at least 8 feet long, ViaSat Pole Adapter is required for this pole.

2 inch outer diameter, 9 gauge, 8 feet long

Non-Pen Mounts

Manufacturer Part Number / Specification

Patriot Antenna Systems PTX-NP238S(D) — WildBlue Pole Adapter is not required

AI Satellite NPR-A-2 — WildBlue Pole Adapter is not required

AI Satellite NPR-A-3 — WildBlue Pole Adapter is not required

AI Satellite NPR-WBc — WildBlue mast and adjustable stays required

AI Satellite NPR-M4 — ViaSat mast and adjustable stays required

AI Satellite NPR-109G — 2 3/8” mast, pole adapter may be required. Recommended

for .98m antenna

Eagle Pro 128550 — 2” Mast NPRM, WildBlue Pole Adapter is not required

Eagle Pro 128536 — 2-3/8” Mast NPRM, WildBlue Pole Adapter is required

Mounting Standards

Item Standard

Every building must have a permanent foundation for all types of wall and roof mounts.

The antenna must be five feet above the walking surface to comply with the FCC regulations.

The location must be at least 20 feet from all electrical lines, and 3 feet from electrical panels

or the building’s power mast

Attachment points on the mount bracket and the stays must support 300 pounds of pull-out

pressure




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Terms of use.

Item Standard (continued)

Mount screws must penetrate into a building’s wall studs or roof rafters, trusses, or joists

Mount screws in masonry must use the appropriate anchor, and not penetrate the mortar or

grout.

Adjustable stays or monopoles must be installed on opposite sides of the mast, forming a

tripod with the mast, for a wall or sloped roof mount.

Ballast for a non-penetrating roof mount must be a minimum of eight 28-pound cinder blocks.

The standard installation allows for one exterior and one interior wall penetration, along with

one wall fish from open basement/crawl space up to the maximum of 4 feet.

Approved Locations

Item Approved Locations

Every building must have a permanent, poured concrete foundation for all types of wall and

roof mounts. No axles, slabs, or pylons.

Has an acceptable line of sight with (+/-) 10 degrees of clearance on all sides.

The ground block can be placed within 20 feet of the building’s electrical ground (building

bond).

Is 20 feet from overhead power lines

Is at least 3 feet from building power mast and other electrical panels and lights

Total COAX cable run is less than 150 feet

Meets the physical condition requirements with no damage or decay

Is in solid ground for a pole mount with no potential for flooding

Is at least 5 feet above any walking surfaces (FCC requirement)




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Terms of use.

Approved Surfaces

Item Approved Surface

Wall Mount Panel or lap siding

Brick or poured concrete

Hollow or cinder block

Sloped Roof

Mount

Minimum 35° slope

Asphalt shingles only

Pole Mount Firm ground, with no threat from flooding

Unapproved Surfaces

Includes, but is not limited to decks and patios, homes on an axle (aka Mobile), vinyl siding,

shake/slate/tile/metal shingles, stucco walls, metal siding, standalone car port support posts, wood posts,

trees, utility poles, sheds, fences, and chimneys

Approved Structural Elements

For timber-based buildings: Studs, joists, and rafters

Unapproved Structural Elements

Includes, but is not limited to fascia boards/plates, roof/wall sheeting for center of footplate and stays


ViaSat Quality Assurance Process & Procedure Field Guide · ViaSat Quality Assurance Process &...

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