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Service & Support

We're committed to providing the best user experience possible. Get the most out of your SD solutions with our hands-on training and support, customized to your organization's requirements.

SD Technical Support

Award-Winning Global Support

Providing the highest levels of customer support are part of Satcom Direct’s DNA. Our technical experts are always on standby to help you 24/365 globally should any issues arise in flight. Our Network Operations Center (NOC) displays real-time activity for global customer connectivity, enhanced visibility into the overall health of each aircraft, and combines this with intelligent data analysis to deliver optimal performance.

Predictive alerting is also triggered by the service intelligence platform, enabling remedial action well before any potential issues. Our NOC identifies systemic issues across partner satellite networks to enable remedial measures that minimize any customer downtime. If the data is behaving differently than expected, we are often aware of it before either our customer, the end user or our partners, which means we can begin to fix issues more quickly.

This continuous monitoring of the aircraft status underpins our SD support motto, “we know before you know”, and with average response times under five minutes, we ensure customer issues are handled as efficiently and effectively as possible.

Satcom OnSite™

Satcom Onsite™ Services (S.O.S.) provide technical services and support at the customer’s location for any aircraft in distress. Proprietary SD software tracks satellite systems statuses and triggers alerts and notifications when connectivity issues arise. Our specialists then contact customers to perform system and configuration checks, resolving any problems.

Entry Into Service

On-Site Training and Technical Support

SD’s Entry into Service (EIS) team offers professional on-site training and support for new and existing customers to ensure the best user experience possible with our products and services. 

Our Technical Solutions Managers oversee seamless delivery of SD solutions, focusing on the Satcom Direct Router (SDR®) and hardware configuration, SD Pro® data management platform, and SD Infrastructure and Cybersecurity Solutions. We provide user training, troubleshooting, and solution development, so flight department staff are comfortable and confident with SD services on board their aircraft.

SD EIS continues well beyond hands-on training at delivery or system upgrade. We also host Wellness Checks and regularly review usage by each aircraft and associated services, and recommend upgrades or modifications as needed. The customer support team is on hand to troubleshoot problems and train flight department members to prevent future issues.

For More Information

SD EIS visits can be scheduled at SD’s facility in Melbourne, Florida, or our team can come to your facility. Contact Satcom Direct at +1 321-777-3000 to schedule an EIS visit at either your facility or our state-of-the-art hangar at KMLB or email EIS@satcomdirect.com to learn more.

Training

Professional Development

SD Training goes beyond educating aircraft personnel on SD products and  services. Our courses are designed to enhance the skills and professional development of participants.

Knowledge Base

Product Documentation

SD Knowledge Base provides access to the latest software release notes and featured training videos for SD products. 

MySky integrating with SD Pro.

For More Information

To learn more about our service & support, call us today or fill out the contact form.

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