Aireon is the first and only provider of space-based surveillance for Air Traffic Management (ATM). Aireon’s operations have been designed to meet the stringent and rigorous requirements for providing Air Traffic Services (ATS) surveillance.
Aireon also extends its data beyond the use of ATS surveillance and allows customers to acquire data through our commercial data services or for the use of Air Traffic Flow Management (ATFM). The customer service team recognizes the unique needs and requests for our different customers and have varying operational support for each.
Aireon’s Operations Customer Service
Aireon’s customer service team is dedicated to tailoring the needs of each unique customer and provides different customer service offerings and operational support, depending on the use of the Aireon data.
- Air Navigation Service Provider (ANSP) customers who are utilizing data for ATS surveillance separation services are served by the ANSP Portal and the ANSP Service Desk.
- Commercial Data Services (CDS) – AireonSTREAM™ and AireonINSIGHTS™ customers are served by the CDS Portal and CDS Service Desk.
- AireonFLOW™ for ATFM customers are served by the ANSP Portal/ANSP Service Desk for Incidents and by the CDS Portal/CDS Service Desk for Service Requests (a hybrid approach).
ANSP Customers – What to Expect
Aireon’s ANSP customers use Aireon’s surveillance data to control aircraft while in flight and therefore the Aireon service which supports this, is considered safety-of-life and mission critical. Because of this designation, the standards, requirements, and customer expectations for operations support are considerably more rigorous than even a typical high-availability commercial customer service center. This higher level of service support is provided through shorter restoration and response times to customer service requests. The rigor with which Aireon provides ANSP customer support is reflected in the organization, staffing, training, and processes/procedures employed to meet the rigid safety requirements necessitated by the ANSP customer. ANSP customer operations support shall be provided via the Aireon Service Desk, which is set up and operated in accordance with relevant safety and industry regulations, standards, and best practices.
Aireon has established a 24/7/365 operations center, which monitors the integrity of the Aireon service and provides immediate access for customers.
AireonFLOW™ Customers – What to Expect
Regional aviation management organizations utilize Aireon’s data to regulate air traffic to avoid exceeding airport or air traffic control capacity and ensure that available capacity is used more efficiently. Customers use flight plan data merged with Aireon’s space-based Automatic Dependent Surveillance-Broadcast (ADS-B) data and have access to both the ANSP Service Desk and CDS Service Desk, depending on the type and brevity of the customer service request made. Reports of incidents relating to, an AireonFLOW service are managed by the ANSP Service Desk, ATFM service requests are managed by the CDS Service Desk.
AireonSTREAM™ and AireonINSIGHTS™ Customers – What to Expect
Aireon supports AireonSTREAM and AireonINSIGHTS customers via a dedicated Commercial Customer Service Desk (CCSD), consisting of a dedicated team of experienced application support analysts with an end user focus. CDS customers are supported during the business hours, 9:00am – 5:00pm ET, Monday through Friday. Should an urgent request be submitted outside of these hours, support will be provided by Aireon’s 24/7/365 Service Desk.
Aireon’s Operations and Customer Service: Designed Around Rigorous Requirements
Aireon conducts operations under an ATM/Air Navigation Service (ANS) certification issued by the European Union Aviation Safety Agency (EASA) which recognizes the safety-critical nature of the services provided by Air Traffic Services organizations. Aireon has developed an Integrated Management System that defines Aireon’s systematic, explicit and comprehensive approach to the management of safety in all its activities. As an entity providing surveillance services, Aireon is committed to making the safe delivery of space-based ADS-B data a top priority and avoiding the introduction of safety risks into its customers’ ATM platforms.
Service Management – Aireon provides Space-based ADS-B surveillance services in accordance with industry standards and best practices to ensure the service is operated and maintained at a level commensurate with the critical nature of our service and customer expectations.
Security – The importance of cyber security correlates directly with Aireon’s strong commitment to safety. Aireon is overseen and managed under the strictest policies and processes to ensure our system and service operate in the most secure manner possible.
Quality –Aireon has implemented quality management procedures throughout the entirety of its integrated management system and is guided by a commitment to continual improvement in the services provided to customers.
For more information on Aireon’s space-based ADS-B operations, download the brochure.