As mentioned in the previous communications, we are pleased to announce that we are now able to offer a fully, true 24/7 “On-Call” enhanced SAFEcommand support and maintenance service.

This additional service will run outside of our normal business hours (including during English public holidays):

Monday 17:00 – 09:00 Tuesday

Tuesday 17:00 – 09:00 Wednesday

Wednesday 17:00 – 09:00 Thursday

Thursday 17:00 – 09:00 Friday

Friday 17:00 – 09:00 Monday

Service Levels

The 24/7 “On Call” service will be available for Priority 1 issues affecting frontline services (issues in Gateway, VMDS/ScResponse, or issues in other Airbus products that affect VMDS/ScResponse).

Customers signing up to the 24/7 support and maintenance service will also benefit from a Restoration service level to accompany the Response service level within the current Airbus SLA.

Please note that only Priority 1 support calls will be included within the 24/7 service. Priority 2 and 3 support calls will be subject to Airbus’ normal business hours

Where:
Response = Response from second line support team
Restoration = Restoration of service (this would vary by product, see examples below)

Priority 1 = Critical faults that cause a complete loss of system availability or the critical functionality of that system, or leads to the observable decline of the system’s overall performance.
Priority 2 = Major faults that cause a prolonged or repeated disruption to the use of the system(s), or a fault that may lead to the observable decline of the system’s overall performance.
Priority 3 = Minor faults that do not have a disrupting effect on the system(s) use or overall performance, as well as covering where a suitable workaround is in place, customer queries and any other requests.

Examples

• Fleet wide Comms outage (Priority 1)
  The majority of live MDTs are unable to send and/or receive comms messages on any mobile bearer.
  
  Restoration: End to end Comms re-established on at least one Mobile bearer. Initial restoration may involve reduced functionality such as disabling a specific module or configuration to get core messaging operational.
  Exceptions: If Airbus is able to confirm the issue is being caused by a third party (e.g. Network infrastructure, C&C, Airwave) then restoration by Airbus is not possible. Airbus will provide written confirmation of where we believe the problem to be and how that has been identified.

• Fleet wide ScResponse failures (Priority 1)
  The majority of MDTs encounter a problem where ScResponse will not start (e.g. invalid config change delivered with ScCourier causes ScResponse to not start or a variety of functions to not be available). Possibly identified on a handful of MDTs but the customer is confident the problem will spread to the entire fleet.
  
  Restoration: Fault Identified, fix or workaround to get ScResponse running identified and demonstrated on at least one MDT. Initial restoration may involve reduced functionality such as disabling a specific module or configuration to get majority of functionality operational.
  Exception: If Airbus is able to confirm the issue is being caused by an external source (e.g. FRS Infrastructure, fault in non-Airbus software, hardware fault) then restoration may not be achievable in the designated time frame. In this situation, Airbus should provide their findings in writing explaining how the problem does not relate to its software and where possible, any suggestions/recommendations on what actions the customer should take next.

• Fleet Wide loss of risk data - or other datashare that the customer & Airbus have agreed is high priority. (Priority 1)
  The majority of live MDTs are unable to display Risk data.
  
  Restoration: Fault identified and plan in place to get working risk data (e.g. a recent backup) on MDTs. The plan should have been demonstrated or proven on one MDT within the specified timeframe. This may involve Airbus setting up a data package to deliver a new set of risk data to MDTs or provide instructions to the FRS to temporarily correct the problem on MDTs). Initial restoration may involve reduced functionality such as updates to risk data not being delivered.
  Exceptions: If Airbus is able to confirm the issue is being caused by an external source (e.g. FRS Infrastructure, fault in non-Airbus Software) then restoration may not be achievable in the designated time frame. In this situation Airbus should provide their findings in writing, explaining how the problem does not relate to its software and where possible, make suggestions/recommendations on what actions the customer should take next.

• Data updates not going out to MDTs (Priority 2)
  ScCourier updates not working for all (or most) data packages to all MDTs. Data is still working on the MDT but changes are not available to users.
  
  Restoration: Fault identified and plan in place to get updates working to MDTs. The plan should have been explained to the customer and demonstrated or proven within the specified timeframe.
  Exception: Data update delivery failures caused by external sources (e.g. customer Infrastructure, Database corruption not caused by Airbus software) will not be subject to the SLA restoration time.

• Fleet wide loss of Hydrant Data (Priority 2)
  All (or most) of live MDTs are unable to display Hydrant data
  
  Restoration: Fault identified and plan in place to get working Hydrant data (possibly a recent backup) on MDTs. The plan should have been demonstrated or proven on one MDT within the specified timeframe. This may involve Airbus setting up a data package to deliver a new set of Hydrant data to MDTs or providing instructions to the FRS to temporarily correct the problem on MDTs). Initial restoration may involve reduced functionality such as updates to hydrant data not being delivered.
  Exceptions: If Airbus is able to confirm the issue is being caused by an external source (e.g. FRS Infrastructure, fault in non-Airbus software) then restoration may not be achievable in the designated time frame. In this situation, Airbus should provide their findings in writing, explaining how the problem does not relate to its software and where possible make any suggestions/recommendations on what actions the customer should take next.

• Priority 3 examples:
  • Help with a configuration change.
  • Changes to callsign/ISSI on Gateway.
  • Assistance adding a new data package to ScCourier.
  • Non-critical function in ScResponse not working correctly.
  • Request for information from log files (e.g. where was Callsign X on Date Time Y).
  • Requests for training, annual visit, demonstrations, documentation etc.

Next steps

If you are interested in this enhanced level of support or would like to request indicative pricing, please contact Kelly.Cameron@airbus.com