MRO Support Management

User guide to Airbus MRO services

USER GUIDE TO AIRBUS MRO SERVICES (MROs and Third Parties)

Introduction & Purpose The User Guide to Airbus MRO Services has been developed to provide a quick overview and initial guidance to the Airbus goods and services that are available to MRO service providers. It is intended to augment the information that is contained in the current Airbus Customer Services Catalog (CSC) The Guide summarises the scope of goods and services available to MRO providers and provide guidance on how to access the Airbus system Airbus MRO Policy With market trends changing and more airlines outsourcing the maintenance of their fleets, Airbus is strengthening its relationships with MRO service providers in order to assure the availability of competitive and quality maintenance services open to Airbus customers. Part of this effort involves the establishment of the Airbus MRO Network. More information can found in the brochure Airbus MRO Network Off to a Flying Start. This is downloadable as a PDF file from the Airbus World web site at the following address:
http://www.content.airbusworld.com/SITES/Customer_services/html/acrobat/brochure_mro.pdf

In addition, Airbus sees a requirement to provide clearer lines of communication for all MROs who perform maintenance on Airbus aircraft, not just those that are in the Network. This User Guide should be of benefit to such companies. Airbus Customer Services Catalog (CSC) The CSC is the primary source of information on the goods and services available to MRO service providers. The CSC is available in CD ROM format at no charge from either: Catherine Courtot Customer Services Catalog Manager, Airbus SAS, France Tel: +33 5 61934492, E-Mail: Catherine.courtot@airbus.com North America Donna Miller, Customer Services Administrator, Airbus North America Customer Services Inc. Tel: +1 703-834-3430, E-mail - donna.miller@airbus.com.

General Terms and Conditions of Supply Please refer to the General Terms and Conditions of Supply for products and services for Airbus aircraft that appear at the beginning of the Customer Services Catalog. Airbus Manuals - Supply Conditions for MRO Service Providers and Other 3rd Parties

Generic and Envelope manuals (except for the TED and CMMM) can be provided without restriction at Airbus discretion and in accordance with the General Terms and Conditions of Supply given in the CSC. CMMV and access to TED manuals can be supplied by Airbus only to Operators of the aircraft. The CMMV is not provided to Third Parties as it contains technical information that is proprietary to Airbus' vendors. The vendors should be contacted directly to obtain the CMMVs. Vendors contact details are provided in the Vendor Information Manual (VIM). Access to the TED is provided exclusively to Operators to avoid unauthorised manufacture of Airbus proprietary tooling by Third Parties. CMMMs and CDS can only be supplied by Airbus directly to MRO service providers who are members of the Airbus MRO Network or those MROs who have signed an MROSA (Maintenance Repair Overhaul Services Agreement, formerly known as a TPCSA -Third Party Customer Services Agreement) The MROSA and the TPCSA agreements that set forth the terms and the conditions under which an MRO service provider, who is not a member of the Airbus MRO Network, may purchase products and services from Airbus. MROSAs will only be issued to airframe maintenance centres that hold FAA and/or EASA/JAA approval (e.g. FAR/JAR 145) or other appropriate national airworthiness approvals. Customised Manuals (including mechanical drawings) Supply of customised manuals is subject to some restrictions for MRO service providers and third parties, as these manuals contain technical information on individual aircraft that is proprietary to the Operator. The manuals can either be obtained from the Operator directly or from Airbus, upon signature of a DRA (Data Release Agreement). The DRA is issued by Airbus and must list the aircraft type and Manufacturer Serial Number (MSN) of the aircraft for which manuals are required. The DRA must be cosigned by the Operator and the MRO service provider/third party. The DRA will have a limited validity. Establishment of the period of validity will require consultation with the MRO service provider/third party. Access to Airbus manuals via the AOLS (Airbus On-Line Services) is available to those MRO service providers having signed an MRO Network Agreement or MROSA / TPCSA, as defined in clause 1.2.6 on page 47 of the CSC

The following is a complete list of standard Airbus customised maintenance manuals and maintenance documentation: AMM, ACM, IPC, PPIPC, AWM, TSM, TSM, CDS, CLM, SBs, SBI, Standard Job Cards and Engineering Drawings

Airbus On-Line Services (AOLS)

General Description
Airbus On-Line Services offers a set of services that optimise the maintenance and operations of Airbus fleets. The services available through Airbus On-Line Services are organised in the following domains: Maintenance & Engineering, Flight Operations, Material and Repair, Training, Aircraft Delivery and General Information. The services are divided into the following categories: Basic Services Technical Data in PDF format Optional services By providing personalised and fully secured access to the AOLS site 24 hour-a-day and 7 days a week, Airbus makes it easier for Customers to operate and maintain Airbus aircraft. The services proposed today mainly consist of real time transmission of up-to-date Airbus data. The range of services is constantly expanding in order to meet growing Customer needs. The Customer is required to nominate a System Administrator to act as a point of contact with Airbus and to control the End User accounts within the Customers organisation. Training for Administrators is available. The commercial conditions associated with Airbus On-Line Services access are described in section 1.2.6 of the CSC Commercial Policy for MROs

Documents Required for MROs to Access AOLS

A valid MRO Network Agreement or MROSA or TPCSA is mandatory before MRO service providers can obtain Airbus On-Line Services.

Administrator Training
Training for the Airbus On-Line Services administrator is provided free of charge to the Customer using Webex. This is an on-line training service using PCs, the Internet and the telephone. Training lasts about one hour.

Delegation and Access Rights

MROs are authorised to access: Non-customised data (generic and envelope data such as the SRM) Customised data under operator or leasing company delegation. For Operator or Leasing Company requests, Airbus can manage delegation to the MROs. In this case, a valid Data Release Agreement signed by the Operator or Leasing Company and the MRO must be provided to Airbus. The Warranty application and Supplier Product Support Agreement service: a written authorisation from the operator, giving the names of the authorised end-users must be provided to Airbus

MROs are not authorised to access: Modification Comparison lists (ACCL) FCOM Advanced Consultation & Customisation Tooling Drawings Component Maintenance Manuals Vendor (CMMV)

Basic Services
Basic Services provides access to: SBs, AOT, OIT, SIL, ADs, Technical Follow up, Quarterly Service Reports, AOG/Repair Guide, Customer Services Catalog, Vendor Information Manual and many other documents. Please refer to Section 1.2.2 Basic Services in the Customer Services Catalog for a full description of available services.

Technical Data in PDF format

Maintenance, Engineering and Material technical data are available in PDF format and each document can be supplied on CD or on-line. There is no charge to access the Technical Data in PDF format providing that: a valid purchase order covers the revision service, or the Operator or the Leasing Company has already subscribed to the revision service of the corresponding Technical Data in PDF format.

Optional Services
These services require the development of specific software or features designed for Airbus On-Line Services and as such they are chargeable. The commercial conditions depend on the service. Mechanical Drawings If the Operator or the Leasing Company has already subscribed to the Airbus On-Line Services Optional Service, the MRO can access this information without any further charge. If the Operator or the Leasing Company has not already subscribed to this Airbus OnLine Services optional service, the MRO will be charged a yearly fee on a per aircraft basis. See the Customer Services Catalog for commercial conditions for Optional Services. Purchasing Airbus Technical Data Price quotes are provided for all technical data requests (including drawings) an account with Airbus is not needed to purchase Airbus technical data. Upon receipt of a Purchase Order, or in the case of North America a company check, technical data requests are dispatched to the customer. Airbus uses the 3rd partys international shipping account for shipping no additional fees or taxes are added.

Engineering and Technical Assistance

Engineering Assistance
This support covers: The establishment by Airbus of the engineering drawings and/or documents required for repairs or incident repair assessment and other engineering assistance. In-service improvement solutions and the assignment on a temporary basis of qualified engineers,

Technical Assistance
In addition to the Engineering Support, this support covers: The assignment on a temporary basis of a technical and inspection team to support a Customers repair or modification program, Procedures to Set Up a Spares Account An account with Airbus is necessary for purchasing spare parts and consumables. The following requirements have to be met in order to set up a customer account: A letter from a valid Airbus operator endorsing your company. Credit reference and bank information. Bill to and accounting contacts name, phone and fax numbers and e-mail addresses. Ship to and purchasing contacts name, phone and fax numbers and e-mail addresses. Shipping instructions for shipments domestic and worldwide, including shipping account numbers.

MRO Service List The MRO Service List is a package of information that has been specifically designed to provide the airframe MRO maintenance community with guidance on what goods and services are available from Airbus and how they may be acquired. It has been developed to assist MROs with the planning and preparation required to perform maintenance services on Airbus aircraft. This will enable first time maintenance providers to respond to bid requirements and it will assist those MROs who are familiar with Airbus services but may want to expand their capabilities by adding a new Airbus aircraft type. Copies of the MRO Service List can be obtained from either: E-mail: mro.support@airbus.com North America E-mail: mrosupport.Americas@airbus.com

How to Contact Airbus Technical Publications: 3rd Party & MRO Contracts Administration Manager, Airbus SAS, France. Agnes Accarain Tel : +33 561932224, E-mail : agnes.accarain@airbus.com Marie-Helene Barriere Tel : +33 561932118, E-mail : marie-helene.barriere@airbus.com North America: Donna Miller, Customer Services Administrator, Airbus North America Customer Services Inc. Tel: +1 703-834-3430, E-mail donna.miller@airbus.com. Spares; Airbus Spares Support & Services, Hamburg, Germany. E-Mail: join.us@airbus.com The Americas: Jens Hansen, Director Response Center, Airbus Spares Center, Herndon VA Tel: +1 703-729-4322 E-mail: jens.hansen@airbus.com Spares AOG: 24/7 AOG & Customer Order Desk Services. Tel: +49 40 5076 3001 or 3002 or 3003 North America: 24/7 AOG Service for Airbus Proprietary Parts. Tel: +1 703-729-4366 Training: Paulette Estebenet, Training Contracts Administration Manager, Airbus SAS, France Tel: +33 561932240 E-Mail: paulette.estebenet@airbus.com North America: Bill Rivenbark, Airbus Training Center Miami Tel: +1 305-876-6703 E-Mail: william.rivenbark@airbus.com Technical AOG: AIRTAC AIRTAC is a 24/7 technical AOG service and provides worldwide technical support for AOG and work stoppages, entry point for Incident/Accident notification, urgent technical queries and assistance with structural repair drawings. Access will only be granted to MROs who have been designated by customer airlines and with prior notification to AIRTAC. Contact details: Tel:+33 561 933400 Fax:+33 561 93500 E-mail: services.airtac@airbus.com Airbus Support to MROs and 3rd Parties Services Access Guide - Process Diagrams In addition to the general contact information already provided please refer to the next section of this guide Airbus Support to MROs and 3rd Parties Services Access Guide These diagrams have been designed to direct 3rd party organizations to the correct source of information at a detailed level for technical assistance, technical publications and spares.

List of Abbreviations
Abbreviation ACCL ACM AD AIRTAC AMM AOLS AOT AWM CDS CLM CMMM CMMV CSC DRA FCOM IPC MRO MROSA MSN OIT PPIPC SB SBI SIL SRM TED TPCSA TSM VIM Meaning Aircraft Component Comparison List Aircraft Configuration Matrix Airworthiness Directive Airbus Technical AOG Centre Aircraft Maintenance Manual Airbus On-Line Services All Operator Telex Aircraft Wiring Manual Component Documentation Status Component Location Manual Component Maintenance Manual Manufacturer Component Maintenance Manual Vendor Customer Services Catalog Data Release Agreement Flight Crew Operating Manual Illustrated Parts Catalog Maintenance Repair & Overhaul Maintenance Repair & Overhaul Services Agreement Manufacturer Serial Number Operator Information Telex Power Plant Illustrated Parts Catalog Service Bulletin Service Bulletin Index Service Information Letter Structural Repair Manual Tool & Equipment Drawing Third Party Customer Services Agreement Trouble Shooting Manual Vendor Information Manual

Airbus Support to MROs and Third Parties

Service Access Guide Process Diagrams

Diagram Navigation Guide and Symbol Key

MRO Technical Assistance Query?

Yes

Refer to Diagram on Page 3

3rd Party/ MRO Technical Publications Access Query?

Yes

Refer to Diagram on Page 4

Diagram Symbol Key Incoming Query Entry point into query resolution process Question Yes or No with answers leading to the next step in the resolution process Answer Answers include department with assigned responsibility for resolution

3rd

Party/MRO

Initial Query

MRO Access to AOLS Query?

Yes

Refer to Diagram on Page 5

3rd Party/ MRO Spares Information Query?

Yes

Refer to Diagram on Page 6

3rd Party/ MRO Support or Policy Query?

Yes

Contact Airbus Customer Services

MRO Technical Assistance Queries

MRO Technical Assistance Query? Note 1

Yes

Model or MSN known? No

Yes Yes

Can Airline/Leasing company answer?

Yes

Airline to respond

No Airline to contact RCSM, CSD, or Lease Co. Rep

3rd party to respond

RCSM, CSD, or Lease Co. Rep Assigned?

Yes

No Heavy Maint. Facility? Yes

MROSA or Network Agreement?

Note 2 Yes AOG or work stoppage situation? Yes Airline cooperation required? Yes AIRTAC to respond

Examples of Typical Queries for In-Service Aircraft SRM assistance Damage BER repair scheme SB incorporation status Mod status Alternate PNs Tech Pubs interpretation Vendor PN assistance Vendor SB status
All other 3rd parties: Component & Specialty Svcs

No Note 3 No
MRO obtains agreement from MRO Administrator

No

No

No

Routine technical query? No

Yes

ATA specialists to respond

Yes

Can Airline answer? No

Yes

Airline to respond

Note 1: For engineering assistance related to Mods/STCs, the RFC/RMO route must be followed. Refer to assigned Customer Support Director Note 2: e.g., Airline may need to approve expenditures beyond agreed threshold. Note 3: If the MRO has not signed an MROSA, treat as a routine technical query (covers majority of queries). Processing an MROSA will not impact response time to queries.

AIB proprietary part? No Vendor part?

Yes

AIB Spares Centre to respond

Yes

Supplier Support to respond

3rd Party/MRO Technical Publications Access Queries

3rd Party/MRO Technical Publications Access Query?

Yes

A/C Model known?

Yes

Available through Airbus Portals?

Yes

Access to AOLS?

Yes

See Chart Access to AOLS

Yes

No

No

No Generic or Envelope Manual? Yes CMMV? Yes 3rd Party/MRO to contact OEMs directly

3 party to respond
rd

No

No

TED?

Yes

Not available to 3rd Party/MRO

No MRO Administrator to process order

CMMM?

Yes

3rd Party Heavy Main. facility? No

Yes

MROSA or Network Agreement in place?

Yes

No
MRO obtains agreement from MRO Administrator

Yes

No

Note 1

Other generic or envelope manuals Note 1: 3rd parties can obtain the CMMM from the airline provided the 3rd party signs a Non-Disclosure Agreement with the airline. Customized manual or mech. drawing? Yes

Not available to 3rd Party via Airbus. Refer to catalog.

Yes

MRO Administrator to process order MRO Administrator to process order

A/C Model and MSN known? No

Yes

DRA in place? No
3rd Party obtains DRA from MRO Administrator

Yes

Yes

3rd party to respond

MRO Access to AOLS Queries

MRO Access to AOLS Query?

Yes 3rd Party Heavy Main. facility? Yes

MROSA or Network Agreement in place?

Yes

AOLS Commercial Agreement signed? Yes No

Yes

AOLS DRA signed? No

MRO Administrator sends AOLS DRA

Yes

Basic Services only? No

Yes

Toulouse authorised to begin AOLS connection process

No Not available to 3rd Party. Refer to catalog.

Yes

No
MRO obtains agreement from MRO Administrator

Yes

Yes

MRO Administrator sends AOLS Commercial Agreement

Add Optional Services?

3rd Party/MRO Spares Information Queries

3rd Party/MRO Spares Information Query?

Yes

Existing Airbus customer?

Yes P/N known?

Yes

Can airline provide answer? No RCSM assigned? No MROSA signed? Yes

Yes

Airline to provide answer

No

No

Yes

RCSM to provide answer

AOG?

Yes

AOG desk to provide answer

No 3rd Party with account at Airbus? Yes

No Airbus Proprietary Part query? No Answer in AOG Repair Guide? Yes Contact Vendor Yes
Spares purchase, lease or IPC query?

Yes

Spares Centre to provide answer

Vendor P/N query?

Yes

No

No

Spares Centre to provide answer Spares Centre to provide answer

Tooling query? Instructions provided by Finance to set up account See Technical Assistance Queries

Yes

Is answer in TEM, AMM, or MPD?

Yes

No

Spares Centre to provide answer

Airbus contact details

Worldwide enquiries
MRO Support Management Airbus SAS Toulouse - France e-mail: mro.support@airbus.com

Enquiries from North America

Maintenance & Engineering Services Airbus North America Inc. Herndon - USA e-mail: mrosupport.americas@airbus.com

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