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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.

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:
    • Major and minor software 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.
  • Annual Network Health Check (completed remotely) – focus on operational readiness and network stability.
  • 30-Day RMA turnaround from receipt of equipment under warranty (hubs, line cards and remotes).

Premium iSupport 

You also 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 warranty repairs (non-Aero satellite routers 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, two days onsite per Hub.
  • Technical Account Management (TAM) Support — a primary and discrete back-up PSE are permanently assigned for ongoing support.
  • 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

Customer 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 

Warranty Program

iDirect Government offers a warranty program on your satellite remote investment.

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TAC

Our TAC is available 24x7x365 to provide support to our customers.

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On-Site Services

Our on-site professionals provide customers with a specified skill-set on a daily basis.

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Installation

Our engineers work closely with you to provide a complete network design plan.

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