URGENT CUSTOMER ISSUE with Bombardier Flight Deck
Emergency or AOG
If this is an EMERGENCY or AOG, please call us at +1 450-476-1420. If outside of regular business hours, stay on the line and you will have the option to dial "1" to reach the on-call person.
Note that if you are a Bombardier Flight Deck
customer, the Bombardier Customer Response Centre (CRC) provides 24/7
assistance. For technical issues outside of regular business hours,
customers need to contact the CRC by dialing the number below and
selecting options 1 or 2 :
North America (toll free) 1-866-538-1247
International +1-514-855-2999
You may also email the CRC at ac.yul@aero.bombardier.com
Is the current time between 8am and 4pm EST (12:00 to 20:00 ZULU) Monday to Friday?
YES: PASS THE CALL TO ON-BOARD DATA SERVICES TECH SUPPORT AT +1 450-476-1420
NO: PASS THE CALL TO Bombardier Site Support AT 1-866-538-1247.IF they can't help you, might be Server Down, PASS THE CALL TO CRC Agent AT (855) 652-5683 -- This is a 24 hour hotline (CLOUDOPS) --
SAY TO OPERATOR:"SOME OBDS MANAGED SERVICES APPEAR TO BE DOWN,
PLEASE REVIEW AND CONFIRM SERVICES
ARE OPERATIONAL "
2. CUSTOMER NEEDS IMMEDIATE ACCESS TO BOMBARDIER PUBS ON IPAD AND SERVICE IS OPERATIONAL?
NO: The customer does not need immediate accessExample: 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 4pm EST (12:00 to 20:00 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) 476-1420 - When prompted for emergency, dial "1" to reach the on-call person on the voicemail.
+1 (514) 703-7815 - Carolyn Gauthier - Project Manager
+1 (450) 280-1943 - Jeremie Bedard - Network and Cloud Systems Manager+1 (514) 473-7250 - Charles Guerin - CEO