Frequently Asked Questions about our Communications Products
How do I get started with a satellite link or
collocation service?
The
short version is: 1-we make sure we can do it, 2-we agree
on price, 3-you make payment and we begin.
First we
need to confirm that the location of your remote site is
within the footprint of one of our satellites. Next we will provide a quote based on your
location and some minimum equipment expectations. We will be very
happy to sell the proper equipment directly to you, or we will provide minimum
equipment requirements so that you may use your own equipment. Once we
receive the setup fee and first month plus deposit, we will work with your
technicians (phone or IM or email) to help/guide them in activating your service
or you may hire us to perform the installation for you. Once the antenna
is pointed we will assist in peaking the antenna and performing the cross pole
isolation adjustments which are required by the satellite operator. Next
we will perform a BER test in order to confirm that all your satellite equipment
is functioning properly. If we have an available slot, we will offer
a three day test so that you may setup all the rest of your equipment and make
sure its all functional. If there are irresolvable failures within the
first day of operation, and you were on a test slot, we will refund all your
money less the setup fee or $500. If no test slot was available, we highly
recommend starting with a small circuit like 64k/64k to minimize investment – it
only takes a few days to increase the size of your link, but in order to decrease
or cancel, we need 30day notice! Once we receive an email confirmation
from you that all is well and that you are ready to start, we will request
the space segment – this may take a few days. The
moment we receive that space segment the circuit is billable.
How can I get better pricing?
Multiple
paid for satellite circuits will warrant a discount. Ordering the ‘full
package’ all from Iron Link will warrant a discount.
How much bandwidth do I need?
We always
recommend to start small and grow in increments. Your needs depend on
your idea of what is OK and what is POOR. Its creative Math that brings
the right answer which will vary from person to person. For example;
if you have 20 computers that you want to put on the Internet via a satellite
link, you have to ask yourself how much bandwidth you want to provide to each
computer – if you say 10kbps to each computer and you have 20 computers,
then 20x10=200. But it’s a bit more difficult then that because
its unlikely that all 20 computers will hit the ENTER key at the same time…so
there is some leeway there for creativity – also, if you find that you
need 128k to support 20 computers to your satisfaction, then if you get 20
more computers, it will not necessarily mean that you will now need 256K as
its even more unlikely that all 40 computers will hit ENTER at the same time. Contact
us for specific suggestion to your application.
What's the minimum satellite link I can have?
The smallest
size link is a 32k/32k by special request/circumstance – we
like the increments to be 64K when possible.
What is the difference between symmetrical and
asymmetrical?
Symmetrical
means you have the same bandwidth on your uplink as on your downlink – ie;
128kbps/128kbps. That would be most usefully in application such as VOICE
that have fairly balanced use on the uplink and downlink. Asymmetrical
means you need more bandwidth on either your uplink or your downlink (most
folks need more bandwidth on their downlink) – ie; 128kbps/64kbps. Both
symmetrical and asymmetrical can be offered in SCPC and DVB or shared broadcast
services.
Does Iron Link offer installation services?
Yes
Does Iron Link sell satellite equipment, routers?
Yes and
we provide discounts for ‘whole package’ customers that acquire
the service, equipment, installation from Iron Link.
Can I come see the teleport?
Yes – we
welcome visitors, but please schedule a time in advance.
Do I have to sign a contract?
All of our
customers are on a ’30 day notice’ contract. We ask all
our customers to sign a Billing Termination agreement which states that the
customer understands there is a 30 day notice to shrink or cancel a service
with us and that the billing will be adjusted and/or terminated once the service
is actually shrunk and/or terminated by the procedure outlined in the document.
What customer support is available?
We offer
24/7/365 emergency support to all our paying customers.
Can I use my old equipment with Iron Link services?
We
recommend purchasing equipment from Iron Link, but we
can qualify your equipment as well.
Can Iron Link provide me with Public IP's?
Yes – we
will provide as many IP's as you can justify, usually 8
public IP's unless more can be justified.
Will I be given DNS addresses from Iron Link?
Yes – we
will provide at least six different DNS IP addresses.
How solid is the Iron Link network?
Satellite – all
equipment is redundant and has remote monitoring with spares available in-house
in case of catastrophic failure. Internet – we
have a Primary and Secondary Internet connectivity from two different providers – the
network runs BGP.
How do I contact Iron Link in case of emergency?
We are available
24/7/365 – contact list with all our cell numbers
will be provided upon payment receipt, but always call
the main teleport number first.
What does the Iron Link support include?
You may
call us, IM us or email us for support. Our service responsibility officially
ends at your satellite modem. We will offer some guidance on network
issues, but it is not our responsibility to resolve any network issues on your
end.
Why am I always being asked for the LINK CODE?
Iron Link
values your privacy – every customer is coded with a link code for three
reasons; one – to protect your identity from others, two – to ensure
others do not know who our other customers are, and three – the link
code allows us to quickly look up site information including frequencies, IP
addresses, location, satellite used, equipment on site, etc.
What's the difference between SCPC and DVB or
shared broadcast?
SCPC is
a type of satellite service where the space segment for both the download and
upload is dedicated – you will receive exactly what you are paying for
24/7 weather you use it or not, it is there dedicated for you. This type
of service is recommended for customers wanting a reliable always on connection,
such as for VOICE, VIDEO or for customers who in turn resell this service. This
type of service is more costly.
DVB or shared
broadcast is a type of service where the satellite operator oversells the space
segment and you end up sharing it with multiple users – so, if all these
users get on at the same time, the service becomes very slow as it is oversold
in the first place, if there is nobody on then you have the use of the full
bandwidth, so, it becomes very fast. This type of service is less expensive.
What's the difference between C-band and KU-band,
and which one is better?
C-band
functional frequencies are much lower then KU-band. C-band
requires larger antenna then KU-band. KU-band is
typically more susceptible to adverse weather conditions,
but if engineered properly, both C-band and KU-band can
function very well.
What equipment do I need to bring up a satellite
circuit?
There are
many variations which are most dependent on the location of your remote site
and requested data rate. You will need an Antenna, Antenna mount (you
can have a non penetrating mount or a king post), proper cabling along with
one of two popular types of systems available: L-band and 70mhz. The
L-band system consists of a modem, BUC and LNB. The 70mhz system consists
of a modem, transceiver and lnc or lna. Either system final output can
be C-band or KU-band. So, for example; if you are located in Lagos, Nigeria
wanting an SCPC 512kbps/512kbps satellite circuit, we would recommend a 2.4M
antenna, an L-band Datum4900 with turbo, 5watt BUC and LNB along with an Install
kit that would provide the L-band cables. This would allow you to run
most efficiently and with very good performance. If you go to a smaller
antenna like a 1.8M, you would not be able to run as efficiently and so the
monthly fee would be higher, you would also need a 10watt BUC rather then a
5watt. As you can see there are many variations available – we
will be happy to engineer the proper Earth Station for you.
What can I use the satellite link for?
The satellite
link is like a piece of cable or pipe in the sky – on our end, we can
connect your satellite link to the Public Internet or to a terrestrial connection. You
can use your satellite link for VOICE, DATA, VIDEO, BROWSING, CHAT, etc etc.
My browsing is slow, why?
Ask the
teleport to provide you with an MRTG graph that shows usage – usually
we find that the customer is overusing the satellite link – or, in layman’s
terms; trying to pass 10liters of water through a pipe that can only handle
5liters at a time…the solution is to either control the local network
with a bandwidth manager or to increase the size of the pipe to accommodate
the 10liters.
When I ping the delays are very long and varying, why?
Standard
ping delay over satellite is approximately 540ms. The ping will vary
depending on the usage –If you are pinging a public ip that’s out
on the public Internet, there are many variables that can affect the ping delay! The
first variable is your local network, so - to get an honest ping reading you
must disconnect everything from your network and connect only one clean (no
viruses, warms, etc) pc directly to your router and then ping again. The
other variables include the local network connection of the address you are
pinging as well as the IP connectivity of the network of the address you are
trying to ping and Iron Link IP connectivity to the public IP – best
thing to do is to ping the Iron Link serial interface first – if there
is a problem there, the teleport will likely test the satellite circuit
with BER test.
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