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

1. WHAT TIME IS IT?

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 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 4pm EST (12:00 to 20:00 Zulu)

YES: CLICK HERE AND FOLLOW INSTRUCTIONS

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