Recovering Electronic Signatures Job Aid

Transcription

1 Summary This Job Aid covers: Introduction Find the Starting Point Exede Service WildBlue Service Recovering Electronic Signatures Job Aid WildBlue Optimizer (WildBlue Service only) Account Setup (WildBlue Service only) Customer Agreement (WildBlue Service only) This Job Aid supports the Fulfillment and Dealer Installer audiences. This document describes the Electronic Signature Recovery process. This will help the Installer understand how to recover the Electronic Signatures form if the normal process is interrupted. Introduction Fulfillment and Dealer Installers are required to complete the Account Setup and collect an electronic signature on the Online Customer Agreement when they install a new service. If the Installer neglects this requirement, or if problems occur with the Customer Agreement web pages, then the Fulfillment Installer or Dealer Installer must complete the Account Setup and recover the electronic signature later. This document describes the recovery process. The Recovery Process includes some or all of the steps listed below, depending on what steps the Installer accomplished during the installation. The installation is not complete until all of these steps are done. 1. Downloading and installing the WildBlue Optimizer (only for WildBlue service customers) 2. Signing the Online (electronic) Customer Agreement 3. Completing the Account Setup Note: Detailed information for some of these steps is contained in other Job Aids. These Job Aids appear as links. Click the link to open the Job Aid when needed. Find the Starting Point 1. ViaSat will provide a list of customers who need to sign their Online Customer Agreement. This list includes the Customer s account number. Use the Support Portal to find contact information, if necessary. 2. Find the original work order with Installation Username and Password. If the Username and Password cannot be located, contact ViaSat Installer Relations on (Fulfillment and Retail Installers only). 3. Is the service WildBlue (SurfBeam) or Exede (SurfBeam 2)? If WildBlue, go to section WildBlue Service, below If Exede, go to section Exede Service, below Page 1 of 9

2 Exede Service 1. Is the account active, and is the Customer able to surf the Internet? If yes, contact Installer Relations and request that a copy of the Online (electronic) Customer Agreement be sent to the Customer. If no, go to 2 2. Contact the Customer by phone, or return to the Customer s site. 3. Once at the Customer s site, place the modem into Install Mode. 4. Obtain Modem Lock. 5. Restart the browser, and complete the Provisioning and Account Setup Process. Follow the steps in the SurfBeam 2 Provisioning Job Aid and the ViaSat Account Setup and Customer Agreement Job Aid WildBlue Service 1. Contact the Customer by phone, or return to the Customer s site. 2. Did the Customer create a new wildblue.net address? If yes, go to the Customer Agreement section of this document. If no, go to Does the Customer have these three WildBlue icons on their desktop? If yes, go to the Account Setup section of this document. If no, go to Does the Customer have a WildBlue.exe icon on their desktop? If yes, ask the customer to double-click it to start installing the WildBlue Optimizer. Then go to the WildBlue Optimizer section, 4. If no, go to the WildBlue Optimizer section, 1. The Customer must download and unzip the WildBlue Optimizer so that it can be installed. Page 2 of 9

3 WildBlue Optimizer (WildBlue Service only) 1. Open Internet Explorer and go to 2. Locate the WildBlue Optimizer link near the bottom of the page, left side. Ask the Customer to click this link. A Knowledge Base article appears. 3. Ask the Customer to follow the steps in this article to download the Optimizer. Important: Click Save. Do not click Open. 4. The downloaded file is zipped, and must be extracted before continuing. The method for extracting the file depends on whether the customer has an application such as WinZip installed, or whether Windows will extract it. The icon from the download will look like one of these: Page 3 of 9

4 5. Ask the Customer to double-click the icon they see, and then look for commands to Extract here, Extract all files or similar wording. The result is that the WildBlue.exe file is available, and has this icon. 6. Double-click the WildBlue.exe icon. The Optimizer begins installing. Follow the prompts as the Optimizer installs. 7. If additional instructions are needed, refer to the Knowledge Base article used in 2 above. Click the Detailed Installation Instructions link. 8. When the Optimizer finishes downloading, the browser opens and displays the New Customer Account Setup page. Continue to the Account Setup section below. Page 4 of 9

5 Account Setup (WildBlue Service only) 1. Follow the steps provided in the ViaSat Account Setup and Customer Agreement Job Aid. 2. Provide the Customer with the Installation Username and Password from the work order for Continue through the rest of that Job Aid to complete the Account Setup, and recover the Customer s electronic signature. Customer Agreement (WildBlue Service only) Follow these steps only when the Customer has created their Primary Account (the address). This Primary Account Username and Password is required before the Customer can sign the Online Customer Agreement. 1. Open Internet Explorer and go to 2. Ask the Customer to click the Account Management link. 3. Ask the Customer to click the View your customer agreement link. Page 5 of 9

6 4. Ask the Customer to use their Username and Password and log in. 5. The WildBlue Customer Agreement page displays. This page displays the subscriber name recorded on the account and asks the customer to confirm that they are the Customer or the Authorized Signer. 6. The Customer enters the last four digits of the payment method for the account on the Account Authentication page. The Customer Agreement page displays. Page 6 of 9

7 7. As the Customer reviews the Customer Agreement, the Installer reviews these four WildBluespecific topics: 1. The Service a. Description b. Minimum System Requirements c. Minimum Service Commitment 2. Responsibility and Supervision a. Age and Account Setup b. Multiple Use of Account c. Installation of Equipment d. Subscriber Responsibility 3. Fair Access Policy 4. Disclaimer of Warranties 8. The Customer accepts the agreement by completing the following steps: 1. Entering their name in the Name to Sign field. They enter their name the same way they would normally sign a legal document. (Example: if the customer normally uses their middle initial they should type in John Q Smith) 2. Reading the statement and clicking the checkbox beside the I am applying a legally binding e-signature statement. Optionally, they may click the Consumer Disclosure link to read more about e-signatures. 3. Click the Sign Electronically button. This button creates the e-signature in the document, then creates the document name, and stores the document in the account storage area. Important: If the customer refuses to set up their account and/or accept the Customer Agreement, the Dealer is required to contact WildBlue Partner Support immediately. Installers are required to contact Installer Relations. The Installer cannot leave the customer s site until the issue is resolved or the account is deactivated. See illustration on the next page. Page 7 of 9

8 9. After the Customer Agreement is signed electronically, the Your electronic signature has been confirmed page displays. Click the Close this Window link to close the page. Page 8 of 9

9 10. The Thank you Page appears next. The installer points out the links on this page and provides a short description of each. View or Print a copy of Your Contract: Using the Primary account Username and Password, the customer can view an online copy of their Customer Agreement with the e- signature. In addition, they can print a copy of the completed contract. Protect Your Computer with F-Secure Anti-virus Software: This is a link where the Customer can download F-Secure Anti-virus software. In addition, their subscription key for a free year of service displays on this link. Page 9 of 9