AVANCE L3 Program FAQs


Dealer FAQs

Q: Who is eligible for the promotion?

A: Any customer that currently has an installed ATG system (ATG 1000, 2000, 4000, 5000, 8000) with active Gogo Biz® Data.

 
Q: What do we need to do?
A: Whether a customer wants an installation credit or a 6 months of service, 
  1. Complete the program request form available online. This can be done by you or the customer
  2. Gogo Sales Operations will reach out to support you with the PO and RMA process
  3. After installation of the AVANCE L3, you need to send Gogo the classic ATG LRU.
  4. If the customer selected an installation credit, you will receive a $25,000 credit from Gogo in approximately 1 day after the equipment is received in our system.
Q. Is this open for all ATG systems?

A: Yes. Any ACTIVE customer using an ATG 1000/2000/4000/5000/8000 may take part in this program.
 

Q: Does it have to be an AVANCE L3?

A: Yes, the L3 Next Level Program is limited to customers who install an AVANCE L3. However, customers can choose any service level of AVANCE L3 – Core, Plus or Max.
 

Q: When I receive my $25,000 credit from Gogo, does it need be used on future hardware or can I use it on my outstanding balance?

A: Either. You may choose how you would like to use the credit.
 

Q: Can I charge the customers full price for the installation and have you give the credit to them?

A: No, the credit will be provided to dealers. Dealers should give the customers the $25,000 credit up front to offset the cost of the end customer’s aircraft installation.
 

Q: We have AVANCE L3 in our inventory. Do we need to buy systems specifically for this promotion?

A: No. You can use existing inventory for L3. If new inventory is needed, a non-cancellable PO must be submitted and equipment shipped by Dec. 31, 2020.
 

Q: What do I need to send back to Gogo?

A: Once the classic ATG system has been removed, you need to send the classic ATG LRU back to Gogo. Shipping details will be provided on the RMA form.
 

Q: Who should I contact with questions?

A: Your Gogo regional sales manager can help answer questions. You can also contact Gogo sales operations at +1.888.328.0200 or basales@gogoair.com.
If your customer has questions about service plans or the status of their account, please have them reach out to Gogo customer operations at +1.888.286.9876 or bacustomerservice@gogoair.com.
 

Q: What if the customer’s account has a past due balance?

A: If the customer has a past due balance on their monthly service account, then the past due balance must be paid in full before the customer will qualify for the program.



Customer FAQs

 
Q: I selected the “free service” option on the request form; how will this plan appear on my monthly service invoice?

A: Upon activation of their new AVANCE L3 system, you will see the Gogo Biz Pro charge on your aircraft service invoice -AND- a credit line item to offset the charge, which means you’ll have free service for this aircraft.
 

Q: What type of AVANCE L3 do I have to purchase?

A: You can select the service level that meets your needs—Core, Plus, or Max.
 

Q: What if I select a less expensive plan, can I roll my credits over to the next 6 months?

A: The customer will be put on the Gogo Biz Data Pro plan for the first 6 months of activation. After 6 months, you’ll be moved to requested plan and billed at the appropriate rate. The service credit has no residual cash value. It is for 6 months of pro plan service and it must be used within 6 months.
 

Q: Is the service credit transferable if I sell the plane?

A: No. The credit is not transferable to either another aircraft nor another owner. Free service can be transferred to a new management company as long as a letter is provided by the old management company confirming the aircraft is moving to a new management company.
 

Q. Is this open for all ATG systems?

A. Yes. Any ACTIVE customer using an ATG 1000/2000/4000/5000/8000 may take part in this program
 

Q. I’m currently installing an AVANCE system, can I retroactively get this credit?

A. No. The promotion is valid from October 22, 2019 through December 31, 2020. The dealer or customer must complete the Request Form and the dealer must verify customer eligibility prior to installation.
 

Q. If I place an order by December 31, 2020 but don’t have it installed, will I qualify for the credit?

A. Yes, you will qualify for the program if the online form is completed and hardware is shipped by December 31, 2020 and service is activated by June 30, 2021.
 

Q. My ATG system is old, do I still get the full credit?

A. As long as you have a Classic ATG installed with active (current) service today, you qualify for the service credit or install credit for that aircraft.
 

Q: Can I get the discount on multiple aircraft?

A. Yes. Customers who receive a multi-aircraft discount are eligible for this promotion. However, customers with a service pricing agreement (fleet program) are not eligible for this program. If you have fleet program, we’d like to create an upgrade plan that best meets your needs; please contact your regional sales manager for details.
 

Q: When does my service start?

A: If you selected to receive 6 months of free Gogo Biz Pro service, your service will being when you complete a new Subscriber Service Agreement (SSA). You can do this after installation by contacting bacustomerservice@gogoair.com. You will have 6 months of service once the SSA is complete.
 

Q: Can I pause my free service?

A: The free Gogo Biz Pro service begins when the SSA is completed and is valid for 6 months. It cannot be paused or deferred to a later time.
 

Q: Does a maintenance suspension (where billing is temporarily suspended for an aircraft maintenance event) allow for the 6-month free service to be extended further?

A: No, free service ends 6 months from the initial L3 activation. If aircraft suspends due to maintenance or non-payment from other services – like SBB, Iridium, then free service for Gogo Biz Data does not extend past 6 months.
 

Q: What if my account has a past due balance?

A: Your account must be in good standing to qualify for the promotion. If your account has a past due balance on your monthly service account, then the past due balance must be paid in full before you will qualify for the program.
 

Q: Who should I contact with questions?

A: Your Gogo regional sales manager can help answer questions. You can also contact Gogo sales operations at +1.888.328.0200 or basales@gogoair.com. If your customer has questions about service plans or the status of their account, please have them reach out to Gogo customer operations at +1.888.286.9876 or bacustomerservice@gogoair.com.
 

Q: I’m purchasing a new pre-owned aircraft. Do I qualify for this promotion?

A: The promotion is intended for aircraft with active Gogo customers. However, if you are currently a Gogo customer and purchasing a new pre-owned aircraft, please contact your regional sales manager so we can determine your eligibility for the promotion.

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