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    L2 Support of a Cloud-Based Aircraft Flight-Optimisation Product

    How ELEKS helped PACE establish an efficient support team to guarantee the flawless performance of its app and implement improvements
    pace
    About the client

    PACE GmbH has built a reputation for developing trail-blazing software products for the global aerospace and aviation industry. As part of TXT e-solutions, the company focuses on high-quality niches such as preliminary design & evaluation, product configuration, flight operations and training & simulation.

    Industry: Logistics, Aerospace
    Location: Europe
    Client since: 2018
     
    Cloud app achieved 99.99% effective uptime
     
    L2 support model optimised human resource and cost
    The Situation
    PACE needed to establish a cost-efficient support service within a challenging timeframe

    The client had closed a substantial contract on its new Flight Profile Optimizer (FPO) cloud application that provides pilots with data on the optimal flight altitude and speed to avoid turbulence and save fuel.

    In addition to its automated monitoring system, PACE had to quickly extend its support service in terms of support hours coverage, to provide reliable support and monitoring for the new contract.

    PACE needed a 24/7 support team to start within a month. Following a prior successful experience with ELEKS, the company contracted us to provide the required support capabilities for the upcoming widespread roll-out and to help PACE establish efficient processes and configure support tools.

    The solution
    Implementing the optimal service model for continuous operation of the L2 support team

    PACE’s Flight Profile Optimizer consists of a high-performance backend that calculates altitudes and speeds and a client application on a tablet. The backend is heterogeneous in terms of operating systems, is hosted in AWS, and uses additional AWS services.

    The project kicked off with a two-day workshop where the PACE and ELEKS teams worked in detail on the SLA, scope and plan of the first phase of the project. ELEKS’ support team swiftly passed PACE’s training on the custom product and started its on-call monitoring shifts from week three of the project.

    The team’s purpose was to resolve incidents between the client and its customer within SLA during the system’s roll-out. Then, week by week, the support team got familiar with the Flight Plan Optimizer cloud product, implemented the monitoring and event management processes, and defined the optimal composition and involvement of engineers.

    In the second phase, the team was reformatted according to the proposed optimal service model. Now, we continue to support and develop the system. This includes several new services covering hundreds of new aircraft which were added to the production environment, and a full-fledged test environment was built.

    Project Scope
    • 24/7 support for critical incidents
    • 1 hour response time, 8 hours
      resolution time
    • Three different time zones (Europe + US)
    • More than 800 aircraft and 1,600 pilots
    • 13 aircraft types, each with a separate
      calculation core cluster
    • 125 events a day
    Phase 1 3 months
    Preparing tools and
    processes
    Creating
    documentation
    1 Support Launch Manager
    1 DevOps Engineer
    2 Support Engineers
    Phase 2 Ongoing
    Reformatting
    the team
    Supporting and developing
    the system
    1 Support Coordinator
    1 DevOps Engineer
    3 Support Engineers
    The Results
    Near perfect uptime and multiple enhancements of the FPO application

    PACE was able to roll out its FPO cloud application backed with a support model that optimises people and costs. The support team started 24/7 on-call night shifts less than a month after project kick-off and established a close and efficient collaboration with PACE's cross-continental L1 and L3 support teams.

    Our support team helped the client reach 99.99% effective uptime for the FPO app and its components.

    ELEKS engineers also implemented a new full-fledged test environment and added more than 10 services for new aircraft types to the production environment.

    ELEKS delivered several other projects for PACE. Here’s the story of how we helped PACE to build a comprehensive digital experience for their aircraft configurator.

    pace
    More projects for PACE:

    Here’s how we helped PACE establish L2 support of a cloud-based aircraft flight-optimisation product

    View case study
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    sam fleming
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