URGENT CUSTOMER ISSUE
with Bombardier Flight Deck

1. WHAT TIME IS IT?

Is the current time between 8am and 5pm EST (12:00 to 21:00 ZULU) Monday to Friday?

YES: PASS THE CALL TO ON-BOARD DATA SYSTEMS TECH SUPPORT AT  +1 450-476-1420

NO:  PASS THE CALL TO Bombardier Site Support AT  1-866-538-1247 option 3.

IF they can't help you, might be Server Down, PASS THE CALL TO CRC Agent AT 1-514-447-3456 -- This is a 24 hour hotline (CLOUDOPS) -- 

SAY TO OPERATOR:

"OBDS SERVICE IS DOWN, PLEASE FIX IMMEDIATELY ACCORDING TO RUN BOOK INSTRUCTIONS FOR OBDS SYSTEM DOWN"

2.  CUSTOMER NEEDS IMMEDIATE ACCESS TO BOMBARDIER PUBS ON IPAD AND SERVICE IS OPERATIONAL?


NO:  The customer does not need immediate access

Example: He is not going flying between now and the next business day

Therefore have the customer call 450-476-1420 Monday to Friday between 8am and 5pm EST (12:00 to 21:00 Zulu)



This will send a document to the customer's e-mail address explaining various ways they can resolve the problem and offering them a temporary publications subscription to solve the immediately flight problem.

Tell customer to callback if they're still stuck after receiving the solution

3. CUSTOMER CALLS BACK WITH PROBLEM?


YES: CRC Agent CALL IN THIS ORDER....

+1 (450) 280-1943 - Jeremie Bedard - IT Technical Engineer
+1 (450) 275-4428 - Roger Sarazin -  Manager Customer Care
+1 (514) 473-7250 - Charles Guerin - CEO