Exostar Customer Service — Practical, Professional Guide

Overview and context

Exostar, founded in 2000 as an industry consortium to provide secure collaboration for aerospace, defense and regulated life-sciences supply chains, operates enterprise-grade identity, access management and secure collaboration platforms. As a customer or partner you will interact with a mix of self-service portals, ticket-based technical support, account management and professional services. Understanding how Exostar structures its customer service will reduce time-to-resolution and lower operational risk when onboarding, integrating or operating mission-critical flows.

This guide focuses on concrete steps, data elements and expectations that senior engineers, IT managers and procurement leads need to work with Exostar effectively. Where precise contractual details matter (SLA hours, phone lines, pricing), always verify the terms in your signed Master Service Agreement or the account portal; the procedures below are industry-tested best practices and practical templates you can use immediately.

How to contact Exostar and open a support case

Start with the official entry point: Exostar’s public site (https://www.exostar.com) and the Support link in your customer portal. For most customers the lifecycle is: 1) self-help via knowledge base and KB articles, 2) create a support ticket in the portal, 3) engage assigned support engineer or your Technical Account Manager (TAM), and 4) escalate if needed through an agreed escalation path. Using the portal preserves logs, attachments and SLAs; email and phone should be used for immediate operational emergencies only.

When opening a case, include a structured packet of information to accelerate triage. Below is a high-value checklist — provide these items with every ticket to reduce back-and-forth and meet SLA targets quickly.

• Account metadata: company name, Exostar Account ID or Org ID, primary contact name, role, email and phone (include international dialing code where relevant).
• Environment: Production, Staging, or Test; exact system/component (e.g., IAM Login, SSO/SAML, Certificates, eDelivery/API gateway).
• Timestamp(s): ISO 8601 timestamps for first occurrence and most recent occurrence (e.g., 2025-09-01T14:32:00Z).
• Error evidence: full HTTP response body and headers, API request/response IDs, stack traces, screenshots, browser user agent, and server logs (redact PII where required).
• Reproduction steps: step-by-step instructions to reproduce the issue in 5–8 bullets, expected vs actual results, and whether the issue is intermittent or persistent.
• Business impact and priority: number of affected users, revenue impact, and whether the issue blocks production operations.

SLA expectations and escalation structure

Exact SLA commitments are contract-specific. As a working rule of thumb for enterprise cloud identity platforms, you should expect and negotiate the following target windows in your operational playbook—use these as benchmarks when reviewing Exostar proposals and your contract addenda. Typical industry targets to request or confirm are: Critical incidents – initial response within 2 hours and target workaround or mitigation within 8 hours; High – initial response within 4 hours and resolution target 24–72 hours; Medium – initial response within 24 hours and resolution 3–5 business days; Low – response within 5 business days.

Escalation paths should be documented in writing and include names/roles and contact methods. A recommended escalation schema to mirror in your internal runbook and request from Exostar is listed below; ensure your contract names a Technical Account Manager (TAM) or dedicated support lead for high-value accounts.

• Level 1: Support Engineer (Portal ticket) — initial triage, reproduce and provide workarounds.
• Level 2: Senior Engineer / Product Specialist — deep-dive diagnostics, code or configuration review, hotfixes.
• Level 3: Escalation Manager / Service Owner — contractual remedies, executive updates, and cross-team coordination.
• Optional Executive Escalation: named C-suite contact for incidents meeting contractual business impact thresholds.

Onboarding, integrations and technical support scope

Onboarding typically includes account provisioning, identity proofing and certificate lifecycle setup, SSO/SAML configuration, SCIM or API-based user provisioning, and integration testing with trading partners. Expect a phased onboarding schedule: discovery and requirements (1–2 weeks), configuration and integrations (2–6 weeks depending on complexity), and acceptance testing plus cutover planning (1–2 weeks). For supply chain rollouts involving hundreds of suppliers, plan for a multi-wave approach and reserve professional services budget for 40–120 engineering hours per integration wave.

Specific technical support commonly covers APIs (REST/SOAP), SAML/OAuth flows, PKI certificates, user provisioning and role mappings. Prepare your technical team with these artifacts before engaging support: metadata XML for SAML, SP/IdP endpoints, certificate signing requests (CSR), test user accounts, and API client IDs/secret pairs. If your use case requires FIPS or DoD/EPL compliance, document the compliance level required up front so support can assign the appropriate specialists.

Billing, training and self-service resources

Exostar’s commercial model is usually subscription-based with optional one-time professional services. Pricing depends on modules (IAM, Supplier Risk, eDelivery) and scale (number of seats, transactions or partner connections). For firm pricing, request a written quote from Sales via https://www.exostar.com/contact/ and ask for a detailed price workbook specifying recurring fees, one-time setup costs, and any per-transaction or certificate fees.

Training and enablement are essential. Typical offers include on-demand knowledge base articles, scheduled webinars, role-based training sessions, and paid workshops. Ask your account team for a training calendar and for copies of slide decks and runbooks used during onboarding so your Tier 1 help desk can handle basic password resets, MFA issues and account provisioning queries without escalating to Exostar.

Troubleshooting common issues and best practices

Common issues reported to Exostar-like platforms include SSO assertion mismatches, expired certificates, provisioning sync failures and browser-based session problems. When troubleshooting, always verify cert validity (check notBefore / notAfter), confirm clock skew (<5 minutes is best practice), and capture full SAML/POST payloads for support. For API errors, include full HTTP status codes, response bodies and the transaction ID—this lets support locate the exact backend log line.

Operational best practices: 1) Maintain a single source of truth for account IDs and metadata, 2) schedule certificate rotation 30–60 days before expiry, 3) test disaster recovery by simulating failover at least annually, and 4) run a quarterly integration health report (uptime, failed transactions, key expirations). These steps reduce critical incidents and demonstrate operational maturity in supplier ecosystems.

Final notes and contact

For up-to-date contact and support entry points, go to Exostar’s website at https://www.exostar.com and use the Contact or Support links in your customer portal. Always document support interactions in your internal ticketing system, attach Exostar case numbers to change requests, and negotiate a named Technical Account Manager (TAM) in renewal discussions to ensure priority handling.

Use the templates and SLA benchmarks above to align internal teams and to set clear expectations with Exostar. Confirm any numerical SLA, pricing or governance details in your contract; this document provides the tactical payload you need to make those negotiations and operational handoffs efficient and measurable.

Does Starlink have telephone service?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Starlink does not offer its own phone service directly. However, T-Mobile has partnered with Starlink to provide satellite-to-phone connectivity. This allows users to make calls and send texts using standard, unmodified 4G LTE phones in areas without traditional cell service. T-Mobile’s service, called “T-Satellite,” is expected to launch on July 23rd, but a free beta program is currently available for users on any carrier.  Here’s a more detailed explanation:

• Direct to Cell Technology: Starlink satellites are equipped with technology that allows them to connect directly with standard cell phones, acting as a cell tower in space. 
• T-Mobile Partnership: T-Mobile is the first carrier to partner with Starlink for this service, offering users the ability to connect to satellites when cellular service is unavailable. 
• No Extra Equipment Needed: The service works with existing 4G LTE phones, meaning no new hardware or apps are required. 
• Text, Voice, and Data: Initially, the service will focus on text messaging, including SMS, MMS, and popular messaging apps. Voice and data services are planned for the future. 
• Coverage: T-Satellite aims to provide connectivity in remote areas and offer a fallback solution when cellular service is limited. 

AI responses may include mistakes. Learn moreStarlink Business | Direct To CellStarlinkStarlink Direct to Cell: How it works, common misconceptions, and …Dec 12, 2024 — if you’re in the United States one of the other big questions is will Starlink be offering their own cell phone. servi…YouTube · DISHYtech(function(){
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How do I contact SpaceX?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview To contact SpaceX, use the following general email addresses: [email protected] for media inquiries, [email protected] for general inquiries or privacy questions, and [email protected] for the official SpaceX store. For specific services like Starlink, use the Starlink app or the Starlink website for support, while business-related issues might be handled through supplierportal.spacex.com or specialized emails like [email protected].  General Contact

• Media Inquiries: Send requests to [email protected] 
• General & Privacy Inquiries: For questions or complaints about privacy practices, contact [email protected] 
• Business & Suppliers: Suppliers can use the new supplierportal.spacex.com or email [email protected]. 

Specific Services

• Starlink Customer Support: . Opens in new tabFor Starlink issues, use the Starlink app or visit the Starlink support website. An account is generally required. 
• SpaceX Store: . Opens in new tabFor orders, questions about international orders, or merchandise returns, email [email protected]. 

Other Contact Information 

• Satellite Operations: Other satellite operators can coordinate conjunctions with Starlink’s collision avoidance operators via information on space-track.org.

AI responses may include mistakes. Learn moreFAQs – SpaceX StoreTo cover return shipping and restocking, please note that a flat fee of $8.00 will be deducted from your refund. Refunds will be r…Official SpaceX StoreSpaceXSpaceX. NOTE: Effective August 22, 2025, this page will move to supplierportal.spacex.com. Suppliers who have not signed up for th…SpaceX(function(){
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How do I get access to Exostar?

MAG Registration

1. Register for MAG. You will receive an email invitation from your partner organization to complete account registration in MAG.
2. Activate Account. Once Exostar approves your organization registration, you will receive an account activation email.
3. Purchase Credentials.
4. Access Applications.

Do you have to pay for Exostar?

The Exostar Platform is designed so you only pay based on your level of usage. Fees are based on a combination of the number of Exostar supply chain transactions received and the amount of purchase order value received.

What companies use Exostar?

Companies Currently Using Exostar

Company Name	Website	HQ Address
BAE Systems	baesystems.com	6 Carlton Gardens
Annapolis Micro Systems Inc.	annapmicro.com	190 Admiral Cochrane Dr, Ste 130
Draper Laboratory	draper.com	555 Technology Sq
Cubic Corporation	cubic.com	9233 Balboa Ave

Does Starlink have a customer service phone number?

If you are a residential customer and you’re unable to get online or are suddenly offline, you can call 1-866-606-5103 in the US or 1-888-864-1321 in Canada for phone support.