User guide to Airbus MRO services

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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 Customer’s 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 On-
Line 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 party’s 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 Customer’s 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 MRO’s 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 Meaning
ACCL Aircraft Component Comparison List
ACM Aircraft Configuration Matrix
AD Airworthiness Directive
AIRTAC AirbusTechnical AOG Centre
AMM Aircraft Maintenance Manual
AOLS AirbusOn-Line Services
AOT All Operator Telex
AWM Aircraft Wiring Manual
CDS ComponentDocumentation Status
CLM ComponentLocation Manual
CMMM Component Maintenance Manual Manufacturer
CMMV Component Maintenance Manual Vendor
CSC Customer Services Catalog
DRA Data Release Agreement
FCOM Flight Crew Operating Manual
IPC Illustrated Parts Catalog
MRO Maintenance Repair & Overhaul
MROSA Maintenance Repair & Overhaul Services Agreement
MSN Manufacturer Serial Number
OIT Operator Information Telex
PPIPC Power Plant Illustrated Parts Catalog
SB ServiceBulletin
SBI Service Bulletin Index
SIL Service Information Letter
SRM Structural Repair Manual
TED Tool & Equipment Drawing
TPCSA Third Party Customer Services Agreement
TSM TroubleShooting Manual
VIM VendorInformation Manual
Airbus Support to MROs and Third Parties
Service Access Guide – Process Diagrams
Diagram Navigation Guide and 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
Diagram Symbol Key
Yes
Yes
Yes
Yes
Refer to
Diagram
on Page 3
Refer to
Diagram
on Page 4
3rd Party/
MRO Technical
Publications
Access Query?
Refer to
Diagram
on Page 5
MRO Access
to AOLS
Query?
Refer to
Diagram
on Page 6
3rd Party/
MRO Spares
Information
Query?
Contact
Airbus
Customer
Services
Yes
3rd Party/MRO
Initial Query
3rd Party/
MRO Support
or Policy
Query?
MRO
Technical
Assistance
Query?
MRO Technical Assistance Queries
Airline to
respond
Can Airline
answer?
Airline to
respond
Airline to
contact RCSM,
CSD, or Lease
Co. Rep
AIRTAC to
respond
ATA specialists
to respond
Yes
Model or
MSN
known?
3rd party to
respond
Yes
No
Yes
Yes
Yes
MROSA or
Network
Agreement?
Can
Airline/Leasing
company
answer?
RCSM, CSD, or
Lease Co. Rep
Assigned?
No
No
Yes Yes
Yes Yes
Yes
Yes
AOG or
work stoppage
situation?
No
No
Heavy Maint.
Facility?
No
All other 3rd
parties:
Component &
Specialty Svcs
Airline
cooperation
required?
Yes
Routine
technical
query?
AIB
proprietary
part?
Vendor
part?
AIB Spares
Centre to
respond
Supplier
Support to
respond
Yes
Yes
No
No
MRO
Technical
Assistance
Query?
For engineering assistance related to
Mods/STCs, the RFC/RMO route must be followed.
Refer to assigned Customer Support Director
e.g., Airline may need to approve
expenditures beyond agreed threshold.
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.
• SRM assistance
• Damage BER repair scheme
• SB incorporation status
• Mod status
• Alternate PNs
• Tech Pubs interpretation
• Vendor PN assistance
• Vendor SB status
Examples of Typical Queries
for In-Service Aircraft
No
No
MRO obtains
agreement
from MRO
Administrator
No
Note 1
Note 2
Note 1:
Note 2:
Note 3:
Note 3
3rd Party/MRO Technical Publications Access Queries􀀃
􀀃
Yes A/C Model
known?
3rd party to
respond
Yes No
Generic or
Envelope
Manual?
Yes Yes
No
3rd Party/MRO
to contact
OEMs directly
Not available
to 3rd
Party/MRO
MRO
Administrator
to process
order
MRO
Administrator
to process
order
Customized
manual or mech.
drawing?
CMMV?
Yes
No
TED?
No
Yes
Yes
CMMM?
No
Yes
MROSA or
Network
Agreement
in place?
Yes
3rd Party
Heavy Main.
facility?
Yes
Not available
to 3rd Party via
Airbus. Refer
to catalog.
No
MRO obtains
agreement
from MRO
Administrator
A/C Model
and MSN
known?
No
Yes
Yes
DRA
in
place?
Yes No
Yes
3rd Party
obtains DRA
from MRO
Administrator
Yes
Access
to AOLS?
See Chart
“Access to AOLS”
No
No
MRO
Administrator
to process
order
Yes
3rd Party/MRO
Technical
Publications
Access Query?
Available
through Airbus
Portals?
Yes
Other
generic
or envelope
manuals
3rd party to
respond
No
3rd parties can obtain the CMMM from the
airline provided the 3rd party signs a Non-Disclosure
Agreement with the airline.
Note 1:
Note 1
􀀃
􀀃
􀀃
􀀃
MRO Access to AOLS Queries
MRO
Administrator
sends AOLS
Commercial
Agreement
No
MROSA or
Network
Agreement in
place?
Yes
3rd Party
Heavy Main.
facility?
Yes
Not available
to 3rd Party.
Refer to
catalog.
No
MRO obtains
agreement from
MRO
Administrator
Yes
Basic
Services
only?
Yes
No
Add Optional
Services?
MRO
Access to
AOLS
Query?
Yes
AOLS
Commercial
Agreement
signed?
Yes Yes No
MRO
Administrator
sends AOLS
DRA
AOLS
Yes
DRA
signed?
No
Yes Yes
Toulouse
authorised to
begin AOLS
connection
process
3rd Party/MRO Spares Information Queries􀀃
􀀃
3rd Party/MRO
Spares
Information
Query?
Yes Existing
Airbus
customer?
Instructions
provided by
Finance to set
up account
No
Can airline
provide
answer?
Yes
Yes
Airline to
provide answer
RCSM to
provide answer
AOG desk to
provide answer
Spares
Centre to
provide
answer
Contact
Vendor
AOG?
Yes
No
Airbus
Proprietary
Part query?
Yes
Spares
purchase,
lease or
IPC query?
Yes
No
Vendor P/N
query?
No
Tooling query?
Yes
Answer in
AOG Repair
Guide?
Yes
No
Yes Is answer in
TEM, AMM,
or MPD?
Yes
No
Yes
No
RCSM
assigned?
No
MROSA
signed?
No
Yes
Yes
P/N known?
Yes
See Technical
Assistance
Queries
No
3rd Party
with account
at Airbus?
Spares
Centre to
provide
answer
Spares
Centre to
provide
answer
Spares
Centre to
provide
answer
􀀃
􀀃
􀀃

AIRBUS S.A.S.
31707 BLAGNAC CEDEX, FRANCE
CONCEPT DESIGN GDCOS
REFERENCE 136/05
MAI 2005
PRINTED IN FRANCE
© AIRBUS S.A.S. 2005
ALL RIGHTS RESERVED
AIRBUS, ITS LOGO, A300, A310, A318,
A319, A320, A321, A330, A340, A380,
A400M ARE REGISTERED TRADEMARKS
AN EADS JOINT COMPANY
WITH BAE SYSTEMS
The statements made herein do not
constitute an offer. They are based on the
assumptions shown and are expressed in
good faith. Where the supporting grounds
for these statements are not shown, the
Company will be pleased to explain the basis
thereof. This document is the property of
Airbus and is supplied on the express
condition that it is to be treated as
confidential. No use of reproduction may be
made thereof other than that expressely
authorised.
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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