Mission Control Center

Panasonic Technical Services guarantees the reliability and availability of an airline’s inflight entertainment and communications (IFEC) solution, assuring the airline’s performance needs are met – anywhere, anytime, in any location in the world.

The Mission Control Center continuously monitors and maintains IFEC solutions installed on aircraft around the world, delivering real-time fleet monitoring*, 24/7 on-call support, and prompt, proactive coordination of support activities. Our highly-skilled, dedicated team, with extensive knowledge of an airline’s IFEC solution, provides a live point-of-contact between Panasonic Avionics and the airline. We deliver fast-response technical support, helping to ensure that the highest possible levels of system service quality and availability are maintained.

Four tiers of support are offered through the Mission Control Center for an IFEC solution problem resolution. If an immediate solution is not possible, additional data is collected in order to determine the appropriate tier of support within Panasonic Technical Services’ network. Our goal is to enhance the airline’s technical support experience, and restore IFEC service to normal as quickly as possible.

Tier 1

A maintenance service representative or mission control service desk technician answers questions and provides assistance for “how-to” questions, resolving simple problems, managing low-level incidents, and opens an incident ticket.

Four tiers of support are offered through the Mission Control Center for an IFEC solution problem resolution. If an immediate solution is not possible, additional data is collected in order to determine the appropriate tier of support within Panasonic Technical Services’ network. Our goal is to enhance the airline’s technical support experience, and restore IFEC service to normal as quickly as possible.

Tier 2

If immediate resolution is not possible, real-time data is collected from the aircraft. A product support engineer can diagnose and resolve issues based on their in-depth product knowledge, and analysis of the system performance data.

Tier 3

Product Support and Network Operations Engineering is notified when additional support is required for more complex problems and solutions.

Tier 4

Advanced Systems Engineering is then notified for issues that may require system or software design modifications, updates, or changes. The Panasonic Technical Services team can recommend preventative maintenance actions based on overall system performance and trend analysis, saving the airlines’ AOG time and money, while preserving the passengers’ experience. Airline maintenance organizations are never diverted from their core focus of servicing the aircraft, and the crew is better-enabled to focus on their passengers.

*With our Global Communications Services

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