Services for the Run phase

When the time comes to operate and use your Agnet Solution, you will want to have the peace of mind that your services run smoothly. For this purpose, you have a dedicated Service Delivery Manager responsible for the delivery of all your services on time and with the required quality level, who will act as your single point of contact to supervise all activities related to your services. You will also receive formal reports and we will organize regular meetings with you to ensure an effective follow up.

While you focus on your daily business, Airbus monitors the Agnet application and its hosting environment. This activity consists in monitoring key metrics of the hosting environment such as Compute, RAM, Storage, and Network, etc. as well as adopting appropriate measures to safeguard maximum service availability. For any Airbus interventions that result from monitoring activity, particularly in the event of service downtime, you will be immediately notified by email. Equally, should any action be expected from your Technical Administrator as a result of SaaS monitoring, you will receive a notification and explanation in advance. Furthermore, in order to ensure that you benefit from the latest features or to correct potential issues, Airbus will keep Agnet up-to-date by performing regular upgrades as per the release management plan. Upgrade time windows will be selected to minimize operational impacts and useful information will be communicated beforehand by email.

Once your team starts using Agnet solutions in the field, you will be able to contact our dedicated Service Help Desk directly for technical queries or incidents. The Airbus Customer Care team ensures the reliable and smooth operation of Agnet solutions while providing you with access to Level 2 and Level 3 support resources if needed. Your Technical Administrator can reach us by email for queries and low and medium-level incidents or, for critical and high-level incidents, by phone 24 hours a day, 7 days a week. Your request is acknowledged, classified, owned and actioned in a formal ticket and response is measured by the Service Level Objectives (SLO) defined in the Airbus Care Services Description.

While you focus on your daily business, Airbus monitors the Agnet application and its hosting environment. This activity consists in monitoring key metrics of the hosting environment such as Compute, RAM, Storage, and Network, etc. as well as adopting appropriate measures to safeguard maximum service availability. For any Airbus interventions that result from monitoring activity, particularly in the event of service downtime, you will be immediately notified by email. Equally, should any action be expected from your Technical Administrator as a result of SaaS monitoring, you will receive a notification and explanation in advance. Furthermore, in order to ensure that you benefit from the latest features or to correct potential issues, Airbus will keep Agnet up-to-date by performing regular upgrades as per the release management plan. Upgrade time windows will be selected to minimize operational impacts and useful information will be communicated beforehand by email.

Once you start using the Agnet Solution, you may have a technical query or want to report a potential incident. For this you will have easy and direct access to a dedicated Service Desk. The Airbus Customer Care team will assist you with the operation of your Agnet Solution in a smooth and reliable way, providing Level 2 and Level 3 support resources when needed. Your Technical Administrator can reach us by email for queries and low and medium-level incidents or, for critical and high-level incidents, by phone during business hours (8 AM to 5 PM CET). Your request is acknowledged, classified, owned and actioned in a formal ticket.  The response is provided according to Service Level Agreement (SLA) defined in Airbus Care Services Description.

Once your team start using Agnet solutions in the field, you will have easy and direct access to a dedicated Service Desk for technical queries or incidents. The Airbus Customer Care team ensures the reliable and smooth operation of your Agnet solutions while providing you with Level 2 and Level 3 support resources if needed. Your Technical Administrator can reach us by email for queries and low and medium-level incidents or, for critical and high-level incidents, by phone from during business hours (8 AM to 5 PM CET). Your request is acknowledged, classified, owned and actioned in a formal ticket and response is measured by Service Level Objectives (SLO) defined in Airbus Care Services Description.

In the unlikely event of an issue that effects Agnet service availability, you will be provided with on-site level 2 support to accelerate service restoration. On-site intervention makes it possible to work directly on the system, easing communication and facilitating collaboration between your technical team and the Airbus support team to ensure that the issue is resolved as quickly as possible. For critical systems, it also offers the advantage of limiting or even avoiding the use of remote access and control. The response time and issue resolution time are based on Service Level Objectives (SLO) defined in Airbus Care Service Description document.

Agnet solutions are designed with necessary redundancy to meet your reliability, availability and maintainability requirements. Additionally, to economically manage potential hardware failures, Airbus delivers a repair and return service for repairable parts in or out of warranty. After replacing a faulty unit with a new one from your initial spare stock, all you need to do is log the information in our repair tracking tool and send the faulty unit to the designated Airbus Central Dispatch Centre. Once the unit has been repaired and proper functioning checked, Airbus returns the equipment to you along with its repair report.

Agnet solutions are designed with necessary redundancy to meet your reliability, availability and maintainability requirements.  In the same way, to fully guarantee service continuity, your maintenance teams need to hold and replenish a stock of spare parts so that any predictable hardware issues may be resolved quickly. Airbus offers you a simple way to keep your stock of spare parts aligned with your operational needs and maintenance tasks previsions.