Business aviation connectivity specialist Satcom Direct (SD) has launched a new Service Level Agreement (SLA) programme to support its Inmarsat Jet ConneX customers, with plans to expand to other platforms throughout 2018.
The SLAs include onsite support, proactive monitoring, outage notifications and guaranteed email and phone call response times.
Building on its existing customer support, SD says the new Service Level Agreements are the “first-of-a-kind” to be offered to the business aviation sector.
Customers can choose between two tiers of support: Standard and Premium.
Both levels support pro-active outage notifications, a commitment to onsite support from an SD field service engineer, root cause analysis of issues to establish remedial action, and coverage alerts.
In addition, the Premium SLA provides continuous connectivity monitoring by the SD Network Operations Center (NOC). Response rates are guaranteed, with Premium SLA customers receiving a phone call within three minutes of initial contact, and an email response time within 30 minutes, while Standard SLA customers will receive an email response within an hour and a phone call within five minutes.
SD says the launch SLAs capitalise on two of its acknowledged strengths – customer service and Jet ConneX expertise.
Each member of the 45-strong global field service team has received recognised training and professional accreditation in the industry from providers such as Microsoft, CompTIA, Cisco and others.
SD is also one of the leading distributors of the Inmarsat Jet ConneX service, which its says gives it both insight into its performance as well as troubleshooting expertise. Participation in an SLA ensures that the customer’s investment in Jet ConneX provides the best user experience available.
Chris Moore, SD’s Chief Commercial Officer, said: “We strive to make every customer feel like they are our only customer, as they all receive our best-in-class support. As products like Jet ConneX become more advanced, SD support has had to advance as well, and the new SLAs provide an enhanced service with several additional advantages and guarantees.
“Customers who invested in Jet ConneX invested in the most expensive connectivity option available. It makes sense that they would want to invest in the best, most responsive customer service available to support it.”