AMS Maintenance—Fully Managed Services With
No Surprises

Beyond Break/Fix

ARINC Managed Services (AMS) understands the complex requirements of the airport environment, and our history of aviation experience makes us the company to turn to for seamless integration and maintenance of your IT systems. We provide mission-critical infrastructure and systems support to airports around the world. AMS services technologies ranging from common-use check-in, kiosk and baggage systems, to parking access and revenue control systems.

AMS offers a powerful combination of experienced, factory-trained field technicians backed by our Service Desk, which actively monitors our customers’ IT systems in real time. Our trouble ticketing system, 5-minute technician dispatch, and trend reporting and analysis are among the things that set us apart from the competition. All of this, plus our active Service Level Agreement (SLA) management enables AMS to provide our clients with a full-service solution.

End-To-End Management of Your Airport Systems

Working with multiple vendors typically requires administering multiple service agreements containing varying terms, conditions, costs, response times, and quality of service requirements—a huge drain on time and resources. With AMS, you get an enterprise-wide service agreement that covers everything from kiosks to baggage to parking systems, anywhere in the world.

Our fully managed, end-to-end service is backed with uncompromising SLA performance and a variety of customized management reports. AMS also has extensive experience with performance-based contracts that have become the hallmark of good management practice. We put our experience into rigorous practice every day at airports worldwide.

Expert Support for Rapid Resolution

If you have an equipment problem, one call to our multilingual Service Desk makes it AMS’ problem. We’ll diagnose the situation and electronically dispatch a local service technician within 5 minutes.

The AMS Service Desk works directly with our Service Delivery team to define the service requirements for each maintenance contract. These plans include details such as outage and resolution codes, management and technical escalation, on-call schedules, and preventive and remedial maintenance tasks. This approach allows us to design a solution that is not only flexible, but can also be reliably deployed when any issue arises.

The Service Desk has grown to keep up with our increasing number of airport and airline customers. We are proud of our consistent professionalism and performance in answering customer calls within 20 seconds approximately 90% of the time.

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Measure from Typical Three-Month SLA Report
SLA Criteria	Monthly Goal	Monthly Actual
Calls responded to and resolved within 45 minutes during operational hours and 150 minutes during non-operational hours	97.5%	98.5%

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Constant Monitoring for Continued Improvement

AMS incorporates a field inventory control system that uses PDAs to synchronize local equipment information with our corporate database. This not only enables the Service Desk to open tickets against an accurate inventory, but it also provides our customers with details about assets that they had difficulty tracking before.

AMS also coordinates the automated production of monthly program reviews and ensures that our program managers focus on maintaining peak system performance and delivering the highest standard of customer service. These review reports are used by our personnel to identify trends and recommended actions for continuous improvement.

With AMS, everything from kiosks to baggage systems are covered under one enterprise-wide service agreement, anywhere in the world. Benefits of our one-of-a-kind solutions include:

• 24-hour Service Desk
• Trouble ticketing system
• Innovative dispatching capabilities
• Rapid response
• Real-time alerting and escalation
• Turnkey solutions
• Knowledge management
• Asset management
• Data warehouse reporting