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                        Technical support

                        24/7 Worldwide Customer Support

                        Airbus Helicopters provides several levels of technical support and resources to ensure the appropriate response to each query or concern.

                        • Technical assistance
                        • 24/7 Technical expertise
                        • Technical data
                        • Continuing airworthiness management services
                        • FlyScan

                         

                        All technical requests can be placed online via the eRequest service on the Airbus customer portal, AirbusWorld and tracked online via the Technical Requests Management tool.

                        HCare Technical Support

                         

                        Technical assistance

                        Where reactivity and flexibility are essential, Airbus Helicopters delivers the best solution to customers in real time through onsite assistance, dispatching technical representatives to customer locations.

                        During the first months of a new rotorcraft’s operation and/or any recurrent assistance required by customers, Airbus’ technical representatives assist customer teams to perform:

                        • Maintenance: customers can be supported by tools and the rental of ground support equipment (GSE) to reduce the maintenance burden through a cost-effective service
                        • Troubleshooting and fine-tuning of technicians’ work, avionics, structures, equipment and hydraulics: optimised by digital and communication tools such as SkyTech (live video assistance) to save time and improve efficiency
                        • On-the-job training
                        • Consulting
                        • Advanced logistics services

                        Airbus’ technical team is Part 66-qualified, with a minimum of seven years’ experience in helicopter maintenance, to efficiently address customer needs. 

                        24/7 Technical expertise

                        Airbus Helicopters customer service centers, available 24/7.

                        If a customer’s technical representative is unavailable, Airbus’ technical experts are available 24/7 with three worldwide technical support hubs specialised in all Airbus Helicopters products.

                        Customers requiring urgent technical support can reach a technical expert by calling an Airbus Helicopters customer service centre.  Technical requests are   submitted  through the eRequest online communication service available  on the customer web portal or mobile device.

                        All queries or issues raised by customers are analysed and a technical solution is provided with the input of the design office, when appropriate.

                        Experts are qualified to respond quickly to any complex technical questions, while ensuring customers’ safety and AOG needs.

                         

                        Technical data

                        Airbus provides customers with complete and accurate technical information to ensure the safe and cost-effective operation of their rotorcraft.

                        The primary forms of technical data are a flight manual, airworthiness manuals, maintenance manuals, and procurement and identification manuals (parts and tools catalogue). These TechData cover standard and customised helicopter installations as well as optional equipment.

                        Technical data are provided in several formats: hardcopy, PDF, and interactive electronic TechData – which include advanced functions such as hyperlinks, search engines and the possibility to customise documentation.

                        All Airbus Helicopters technical data are available on the Airbus customer portal via TechData services and its O.R.I.O.N. interactive viewer. This tool ensures that customers’ technical data are always up to date, downloadable and accessible – with 3D illustrations included for complex tasks. O.R.I.O.N. is accessible from any browser and on tablets through the TechData app.

                         

                        Customers need immediate access to operational and maintenance directives to keep their rotorcraft flying and to support flight safety.

                        All the latest directives – such as alert service bulletins (ASBs), service bulletins (SBs) and safety information notices (SINs) – are published in real time on Airbus Helicopters’ T.I.P.I. portal (Technical Information Publication on Internet).

                        The T.I.P.I. app is also available for download on iTunes and Google Play.

                        Register for this service by clicking the link below and then clicking "inscription."

                        Visit the T.I.P.I website

                        Continuing airworthiness management services

                        From major tourist destinations to the busy airspace over cities, the single-engine H130 is in widespread use with sightseeing services, charter operators, and law enforcement agencies, among others.

                        Airbus’ continuing airworthiness management (CAM) services provide highly effective safety and airworthiness management for helicopters operating worldwide.

                        Through this offering, Airbus monitors all configuration and airworthiness aspects of a customer’s rotorcraft – enabling the customer to direct their focus on operations. Among the key benefits of these services are increased fleet availability, optimised maintenance operations and secured aircraft value.

                        CAM services are developed under worldwide aeronautics safety standards, are applicable to any aircraft, and are accessible to all customers – be they civil or military operators or financial institutions. They support fleet enrollment either from “as built/delivered” or “as maintained” configurations.

                        This offering can be tailored to meet customer requirements, including the following:

                        • Consulting and training module: this service covers diagnosis and support for organisation and processes, regulatory and on-the-job training programme solutions, helicopter airworthiness review and airworthiness certificate renewal and recommendations, and creation and support for an approved maintenance programme (AMP).
                        • CAM implementation module: this service provides referential initialisation, aircraft data loading, gathering and cleaning. It can also include the implementation of a maintenance information system.
                        • CAM service module: this service provides for the performance of continuing airworthiness management under a partial or full delegation of CAM activities.

                        FlyScan

                        Airbus Helicopters health and usage monitoring system (HUMS) experts provide  proactive and predictive analysis of monitored helicopters’ parameters, supporting any mission profile or organisation type.

                        FlyScan service packages contribute to maximising customers’ operational efficiency, increasing both fleet availability and flight safety, while reducing the maintenance burden.

                        All data are treated by technical experts with the design office to anticipate any maintenance action, or to detect symptoms to avoid unexpected grounding.

                        FlyScan proposes three services:

                        • Advise: a tailored service to support a helicopter customer's HUMS monitoring. Airbus provides proactive feedback and a weekly review of main components.
                        • Supervise: a service for helicopter customers without a vibration analysis team in their organisation. Airbus manages the various thresholds and closely monitors any event that occurs in the fleet. A simple and regular data transfer is all that is needed for Airbus to perform a thorough analysis of a customer’s aircraft records.
                        • Guard: A service adapted to helicopter operators who already manage a HUMS system. Airbus brings its expertise to their doorstep, supporting teams to survey their fleets. This package includes a HUMS hotline available 24/7, and commits to responding to AOG requests within a few hours.

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