Airbus Support to MROs and Third Parties
Service Access Guide – Process Diagrams
Diagram Navigation Guide and Symbol Key
Incoming Query
Entry point into query
resolution process
Question
Yes or No with
answers leading to
the next step in the
resolution process
Answer
Answers include
department with
assigned
responsibility for
resolution
Diagram Symbol Key
Yes
Yes
Yes
Yes
Refer to
Diagram
on Page 3
Refer to
Diagram
on Page 4
3rd Party/
MRO Technical
Publications
Access Query?
Refer to
Diagram
on Page 5
MRO Access
to AOLS
Query?
Refer to
Diagram
on Page 6
3rd Party/
MRO Spares
Information
Query?
Contact
Airbus
Customer
Services
Yes
3rd Party/MRO
Initial Query
3rd Party/
MRO Support
or Policy
Query?
MRO
Technical
Assistance
Query?
MRO Technical Assistance Queries
Airline to
respond
Can Airline
answer?
Airline to
respond
Airline to
contact RCSM,
CSD, or Lease
Co. Rep
AIRTAC to
respond
ATA specialists
to respond
Yes
Model or
MSN
known?
3rd party to
respond
Yes
No
Yes
Yes
Yes
MROSA or
Network
Agreement?
Can
Airline/Leasing
company
answer?
RCSM, CSD, or
Lease Co. Rep
Assigned?
No
No
Yes Yes
Yes Yes
Yes
Yes
AOG or
work stoppage
situation?
No
No
Heavy Maint.
Facility?
No
All other 3rd
parties:
Component &
Specialty Svcs
Airline
cooperation
required?
Yes
Routine
technical
query?
AIB
proprietary
part?
Vendor
part?
AIB Spares
Centre to
respond
Supplier
Support to
respond
Yes
Yes
No
No
MRO
Technical
Assistance
Query?
For engineering assistance related to
Mods/STCs, the RFC/RMO route must be followed.
Refer to assigned Customer Support Director
e.g., Airline may need to approve
expenditures beyond agreed threshold.
If the MRO has not signed an MROSA, treat
as a routine technical query (covers majority of
queries). Processing an MROSA will not impact
response time to queries.
• SRM assistance
• Damage BER repair scheme
• SB incorporation status
• Mod status
• Alternate PNs
• Tech Pubs interpretation
• Vendor PN assistance
• Vendor SB status
Examples of Typical Queries
for In-Service Aircraft
No
No
MRO obtains
agreement
from MRO
Administrator
No
Note 1
Note 2
Note 1:
Note 2:
Note 3:
Note 3
3rd Party/MRO Technical Publications Access Queries
Yes A/C Model
known?
3rd party to
respond
Yes No
Generic or
Envelope
Manual?
Yes Yes
No
3rd Party/MRO
to contact
OEMs directly
Not available
to 3rd
Party/MRO
MRO
Administrator
to process
order
MRO
Administrator
to process
order
Customized
manual or mech.
drawing?
CMMV?
Yes
No
TED?
No
Yes
Yes
CMMM?
No
Yes
MROSA or
Network
Agreement
in place?
Yes
3rd Party
Heavy Main.
facility?
Yes
Not available
to 3rd Party via
Airbus. Refer
to catalog.
No
MRO obtains
agreement
from MRO
Administrator
A/C Model
and MSN
known?
No
Yes
Yes
DRA
in
place?
Yes No
Yes
3rd Party
obtains DRA
from MRO
Administrator
Yes
Access
to AOLS?
See Chart
“Access to AOLS”
No
No
MRO
Administrator
to process
order
Yes
3rd Party/MRO
Technical
Publications
Access Query?
Available
through Airbus
Portals?
Yes
Other
generic
or envelope
manuals
3rd party to
respond
No
3rd parties can obtain the CMMM from the
airline provided the 3rd party signs a Non-Disclosure
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