We Know Before You Know
SD has always recognized the importance of uninterrupted connectivity for our customers. As aviation becomes more digitized we continue to enhance and augment our infrastructure to ensure best in class support for our customers and partners. So, it was with great excitement that we unveiled our upgraded Network Operations Center (NOC) at SD World Headquarters in Melbourne, FL. this September.
With an increased footprint, the addition of cutting-edge technology, and installation of an impressive 72x10ft digital wall displaying real time global customer connectivity activity, the enhanced NOC provides SD customers with significantly bolstered customer and product support.
The latest evolution of the state-of-the art operations center has been driven by the need to intelligently aggregate, collate and analyze the increasing amounts of data generated by business aircraft activity. Information collected from the SD Xperience nose-to-tail portfolio of hardware including the Satcom Direct Router series, SDR®, software powered by the SD Pro® digital management platform and ground infrastructure, combines to ensure the NOC is fully aware of the network status of each of our customer’s aircraft globally.
By optimizing artificial intelligence and machine learning, data is aggregated and displayed on the enlarged screen to give the NOC enhanced visibility into the overall health of each individual aircraft. This is combined with intelligent data analysis to identify any connectivity outage, degradation, or systemic issues and triggers the implementation of corrective action, often during flight and well ahead of potential issues.
By continually reviewing the network status we can deliver on our SD support motto “we know before you know”. The upgraded NOC ensures we can deliver an average response time of below five minutes, and 24/7/365 support, to ensure any issues are handled as efficiently and effectively as possible. Abnormal patterns of data behavior are also highlighted drawing attention to any potential cyber threats and ensuring any risks or threats are mitigated in real time.
“Aircraft generate large volumes of multi-faceted data that provide clear insight into aircraft connectivity. 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,” says SD Founder & CEO Jim Jensen. “The investment we’ve made ensures we can extract meaningful information about usage and/or degradation, enabling us to be even more proactive in issue resolution. It puts our support team ahead of the aircraft for years to come.”