Satcom Direct has introduced a two-tier service level agreement (SLA) program for Jet ConneX customers and plans to develop similar offerings for other connectivity platforms in 2018, the company announced.

The program, which the company calls "the first of its kind" in the business aviation sector, provides customers with outage notifications, coverage alerts, on-site support from Satcom Direct’s team of 45 field engineers, and guaranteed email and telephone response times. Both the standard and premium service levels include all of the above. The premium level adds continuous connectivity monitoring by the Satcom Direct network operations center and features faster response times.

"As products like Jet ConneX become more advanced, Satcom Direct support has had to advance as well, and the new SLAs provide an enhanced service with several additional advantages and guarantees,” said Chris Moore, Satcom Direct’s chief commercial officer. “Jet ConneX customers 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.”