Inmarsat Jet ConneX customers can now buy standard or premium service-level agreement (SLA) packages from Satcom Direct (SD). Both packages include proactive outage notifications, on-site support, root cause analysis of issues, and coverage alerts. With the premium package, SD’s Network Operations Center provides continuous connectivity monitoring.
The SLAs guarantee response rates – a phone call within three minutes of initial contact and an email within 30 minutes with the premium plan, and a call within five minutes and email within an hour with the standard one.
SD has 45 field service technicians globally, who have been trained and have earned professional accreditations from companies including Microsoft, CompTIA and Cisco.
“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,” said Chris Moore, chief commercial officer at SD. “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.”
SD plans to offer the SLA program for other platforms in 2018.
December 20, 2017