NOC Standard Operating Procedure (SOP)
Title: Creating a Starlink Ticket
Owner: Network Operations Center (NOC)
Maintained by: Chris Horton, NOC Technician
Approved by: Corey Buchanan, IT Manager
Version: 1.0
Effective Date: October 22, 2025
Purpose:
To ensure NOC technicians can efficiently and accurately create support tickets within the Starlink Dashboard, allowing timely escalation and resolution of issues that impact service availability, performance, or customer satisfaction.
Scope:
This SOP applies to all NOC technicians responsible for monitoring and managing Starlink services. It covers the process for creating and submitting support tickets via the Starlink Dashboard for both internal and customer-facing service incidents.
Responsibilities:
NOC Technicians:
- Identify issues requiring Starlink support.
- Submit complete and accurate ticket information within the Starlink Dashboard.
- Associate each ticket with the correct customer account.
- Document all ticket activity in ClickUp under the appropriate list.
IT Manager:
- Review and monitor Starlink support cases for quality assurance.
- Ensure ticket submissions are complete, accurate, and follow escalation protocol.
- Support technicians in escalations or high-impact issue resolution.
Procedure
Step 1: Log into the Starlink Dashboard
Access the Starlink Dashboard using your assigned NOC credentials. Verify successful login and access to the customer account list.
Step 2: Navigate to the Relevant Account
Locate and select the customer account associated with the reported issue. Confirm account ownership and verify serial or terminal ID when applicable.
Step 3: Access the Help Center
From the account page navigation menu, click the Help Center tab.
Step 4: Initiate Ticket Creation
Scroll down to the Contact Support section near the bottom of the Help Center page.
Click New Ticket in the top-right corner to open the ticket creation form.
Step 5: Complete the Ticket Form
Fill out all required fields, providing detailed and relevant information:
- Issue Description: Describe the problem clearly and concisely.
- Logs and Data: Include time of occurrence, any error messages, or logs if available.
- Troubleshooting Performed: Document actions already taken prior to escalation.
- Impact Assessment: Specify if the issue affects a single user, multiple users, or critical infrastructure.
Step 6: Select the Correct Account
Under the Account dropdown, select the correct customer or organizational account. Verify accuracy before submission.
Step 7: Submit the Ticket
Click Submit to finalize. Note any confirmation or reference number provided by Starlink Support.
Escalation Path
If the ticket cannot be submitted, or if the issue is urgent, follow this escalation sequence:
- Senior NOC Technician – Validate ticket data and verify submission access.
- IT Manager (Corey Buchanan) – Review urgency, approve escalation.
- Starlink Support (Direct Contact) – Only if urgent and pre-approved for direct communication.
Documentation & Logging
All Starlink tickets must be recorded immediately after submission.
Include the following in each record:
- Date and time of submission
- Customer/account name
- Description of the issue
- Ticket reference number (if available)
- Technician’s name
Tag recurring or high-impact issues for trend tracking and future analysis.
Notes
- Always double-check account selection before submitting.
- Attach screenshots, error messages, or logs to support diagnosis.
- Avoid submitting duplicate tickets unless explicitly instructed.
- Update the ClickUp entry once the issue is resolved or closed.
Revision History
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