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 24/7/365 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™ 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.