Customer Experience

At SD, we are committed to providing the best user experience possible. To ensure our customers get the most out of their SD solutions, we provide hands-on support and training, customized for your mission.

SD Tech Support

Award-Winning Global Support

Customer Support is a core value at SD. With global representatives available 24/7/365, there is always a qualified technician standing by to assist should any issues arise in flight. We have developed cutting-edge technology and utilize the Network Operations Center (NOC), displaying real-time global customer connectivity activity. The NOC provides enhanced visibility into the overall health of each individual aircraft and combines it with intelligent data analysis to peak performance. Predictive alerting is also triggered by the service intelligence platform enabling remedial action well ahead of potential issues. The sophisticated NOC can also identify systemic issues across partner satellite networks to support implementation of remedial measures ensuring clients experience limited downtime if any issue occur. If the data is behaving differently than expected we will often be aware of it before either our customer, the end user or our partners which means we can begin to fix issues more quickly. 


The continuous monitoring of the aircraft status underpins the SD support motto “we know before you know.” With an enhanced average response time of below 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

The Satcom Direct Entry into Service (EIS) team offers professional on-site instruction and support for new and existing customers to ensure the best possible user experience with SD products and services. Our team of Technical Solutions Managers facilitates 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 personnel are confident and comfortable with the SD services on board their aircraft.


The SD EIS service continues beyond the hands-on training upon delivery or system upgrade. SD also hosts Wellness Checks and regularly reviews usage of each aircraft and associated services, and makes recommendations for upgrades or modifications as and when they are needed. The customer support team is on-hand to troubleshoot any issues and further educate flight department members to prevent future complications.


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 to learn more.


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.


To read more about our available courses and certifications, visit the SD Training page.

For more information

To learn more about our customer experience, call us today or fill out the contact form.