Satcom Direct Connectivity Support

We tend to take being connected for granted. At home, in the office or the air, the ability to connect our devices to the internet feels natural, something that just happens. However, when it doesn’t, we sit up and take note, which is why customer support is integral to every Satcom Direct connectivity service and why we work so hard to ensure the supportability of our services.

What do we mean by supportability? Whether a customer is in Africa, Asia or the Americas, or anywhere else the world, a highly trained, expert SD customer support professional is available by phone 24/7/365 to provide support for those maximizing SD equipment and services. Our expanding global presence also means that an SD representative is rarely more than 12 hours away from a customer’s aircraft.

Satcom Direct Network Operations Center (NOC

We’ve built this industry-leading offer on what we consider the four pillars of supportability: training, support through our Network Operations Center (NOC), AOG response, and the SD ecosystem of reliable products.

Satcom Direct aeroIT Training

Our training centers deliver the industry’s only aeroIT-certified program for Aviation IT professionals. Constantly updated to keep pace with new technologies and the latest cybersecurity, our courses ensure that flight departments, crew, and other aviation professionals are just as well equipped to deal with coverage interruptions as they are in recognizing smishing and vishing risks. When there is an outage,  the root cause is often something as simple as a customer not understanding how something functions, a lack of knowledge about a specific system or an unexpected partner event. Our Aviation IT training courses ensure crews have the language, technical knowledge and most importantly the confidence required to achieve the fastest, most robust resolution.

And, just in case you didn’t know, smishing uses fake texts to extract data, while vishing employs voice-generated AI to create fake voices that extract information from victims by sounding like someone familiar. Maybe it’s time to sign up for an SD Aviation IT course?

24/7/365 Technical Support

The centerpiece of the SD supportability offering, the NOC, sits at the heart of our customer support services. It is where our technical experts constantly monitor global aviation connectivity patterns, trends and behavior. A combination of machine learning, human knowledge and AI, ensures we notice a developing problem or even the potential for a problem before our customers, and sometimes even in our partners. In the event of an emerging cyber event, we see all the players and intervene while keeping our customer data secure. It’s all part of our standard service offer that ‘follows the sun’, 24/7/365.

If a customer is far from base, it is important to maintain mission-critical connectivity. If the system is perceived to be not working, it invariably means the aircraft stays on the ground. With our sophisticated network of connectivity know-how, we have the people and expertise ready to get the airplane back in the air as quickly as possible. Connectivity must work and when it doesn’t the only measure of success is how well the customer is supported and how quickly their aircraft is flying again.

This esteemed industry-leading supportability cannot be achieved without the necessary understanding of what our customers are trying to achieve, and how business aviation works. We run our own flight department, have a team of inhouse pilots and understand how to optimize connectivity. This is one of the reasons we created our own hardware, software and infrastructure to ensure fail-safe solutions for our global customers. For customers flying with our complete suite of SD Plane Simple® terminals, optimizing SD Pro® operating system and maximizing the SD ecosystem, the network delivers technology purpose-built for aviation and that is inherently supportable. One call to SD can resolve coverage interruptions, technical queries and system explanations.

We’re proud to offer industry-leading supportability, but what does it mean to our customers? Peace of mind and choice. Our customers know we are there for them 24/7/365 regardless of the services they take, and those opting for a full suite of SD solutions enjoy the ultimate in supportability.