iDirect Government is focused on providing the best satellite communications products and services to support the needs of our U.S. government customers both domestically and abroad.

Once you invest in your complete iDirect Government hub solution, you will automatically be enrolled in the Enhanced iSupport Program (ESP) for 15 months starting the first full month after original ship date. Upgrade to Premium option available at the time of purchase.

Enhanced iSupport

• 24/7/365 access to U.S.-based cleared engineers and network experts in the iDirectGov TAC providing ongoing support for rapid issue resolution.
• Access to the secure TAC webpage where you will find:
  • Defense-Based Releases and Major Defense-Based Releases
  • Integration tools
  • Product documentation
  • Technical notes and bulletins
  • Service release notes
• Online issue tracking system (via the TAC webpage), providing full tracking of trouble tickets, RMA (Return Material Authorization) status and more.
• Extended hardware warranty on iDirectGov hub solution components (hub chassis and line cards) for as long as contract is kept current.
• 30-Day RMA turnaround from receipt of equipment under warranty (hubs, line cards and remotes). CONUS only; excludes Airborne remotes.

Premium iSupport 

You have the option to upgrade to our Premium service level offering at any time. Premium iSupport customers receive all the benefits of Enhanced iSupport plus:

• Advanced replacement for Hub components — shipped next business day prior to receiving original unit back.
• 10-day Fast Track Response for in-warranty repairs (non-Aero satellite routers only, CONUS only).
• Security Content Automation Protocol (SCAP) Support Services — SCAP support will be offered twice a year to the then-current Major Defense-Based Release and one prior release.
• Annual Onsite Network Health Check — Includes travel and expenses for CONUS locations only, two days onsite per hub.
• Remote Managed Upgrade Support — An iDirectGov Professional Service Engineer (PSE) works with your team to effectively plan and execute managed upgrades for mission-critical systems.

VNO Basic iSupport

Customers who have a Virtual Network Operator (VNO) may elect for our VNO Basic offering giving them access to the following:

• 24/7/365 Technical Services Support
• Access to the TAC webpage where you will find:
  • Integration tools
  • Product documentation
  • Technical notes and bulletins
  • Service release notes
• Online issue tracking system (via the TAC Webpage), providing full tracking of trouble tickets, RMA (Return Material Authorization) status and more