The aircraft and the defect
Type, registration, station, what is wrong and what it grounds. Raised from a phone at the aircraft or from the desk that took the call.
AOG operations
The hours after an aircraft stops.
An AOG is not a support ticket. It is a defect, an airframe, a station, a clock, and eight organizations who each hold one piece of the answer. AOG Hub gives that a shape - one case, with everyone who needs to be in it, and a record of what actually happened.
The case
What a case holds.
One record per AOG event, and everything about that event hangs off it. Nothing lives in an inbox, a group chat or somebody's notebook.
A priority, from the first screen
How hard the network should chase an answer, set when the case is raised rather than argued about afterwards. The priority drives the response target and the escalation.
Who has been asked
Every organization brought into the case, with its own room. They see the defect and the deadline; they do not see each other.
Every message and call
On the case, not in a mailbox. When the duty officer changes at shift handover, the next one reads the case instead of being briefed.
What was answered, and when
Commitments with times on them, and delivery timestamps that make response times a fact rather than a claim.
How it ended
What was fitted, who did the work, how long the aircraft was on the ground, and the documents that came with the part.
States
Four states, and they are filters.
A case moving from waiting to resolved should not move to a different part of the application. The states narrow one list; they are not six menu items.
Open
Live. Somebody is working it right now, and it is what the home screen leads with.
- Countdown running
- On the home screen
Waiting
The ball is with somebody else - a quote, a permit, a part on a truck. Waiting is a state, not an excuse: the network keeps chasing.
- Chased automatically
- Escalates on the priority
Resolved
The aircraft is serviceable. The case stays open for the paperwork that always follows the fix.
- Documents attached
- Times recorded
Archived
Closed and kept. This is where the next comparable AOG gets its head start.
- Searchable
- Owned by your organization
Silence is not an outcome
What happens when nobody answers.
The failure mode of every AOG process ever built on email is that no reply looks exactly like a reply that has not arrived yet. AOG Hub treats silence as a condition to act on.
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1
The request arrives with a target on it
The priority carries a response target - orders of magnitude, from minutes for a grounded aircraft to hours for routine planning - and it is visible to both sides.
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2
The people who can answer are notified, not the company inbox
Alerts go to the duty roster for that station, on the device that person is actually carrying, and an AOG-priority alert behaves like an incoming call rather than an email.
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3
The target passes and the network says so
The case shows it, on both sides. Nobody has to decide whether it is too early to ring again.
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4
It escalates within the provider organization
To the next contact, then to whoever manages the organization on AOG Hub. Being unreachable is a fact the record keeps.
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5
The desk moves on with an answer either way
A provider who cannot help is a useful answer twenty minutes in and a useless one at dawn. The point of the ladder is to get to that answer early.
Response targets are deliberately described in orders of magnitude on this page. Anything published as a number would read as a commitment, and none has been signed off.
AOG operations guide
The first hour, in the order it actually happens.
This is practice, not product. It is here because the first hour of an AOG runs the same way at every operator, and because it is the honest way to show where a platform helps and where it does not.
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Minute zero - establish what is grounded, and what it grounds
The defect, the ATA chapter, the MEL position if there is one, and the flights at risk. Half of the delay in a bad AOG comes from the second half of that sentence being unknown for an hour.
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Minutes 5 to 15 - decide whether this is a part, a pair of hands, or a permit
Those three go to different places. A part is a supplier and a freight movement; hands are a Part-145 station or a travelling engineer; a permit is the authority and the handler. Raising one case with the right priority is what keeps the three from being worked in three different email threads.
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Minutes 15 to 30 - ask more than one provider, at the same time
Sequential enquiries are how six hours disappear. Several rooms on one case means several parallel answers, each private to the company giving it, with the deadline stated the same way to all of them.
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Minutes 30 to 60 - convert answers into a commitment with a time on it
Not availability - a time. Who is doing what, when they will be at the aircraft, and what they need from you to start. Recorded on the case, so the next shift inherits a plan rather than a thread.
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Then - keep the record while the work runs
Tooling, parts numbers, certificates, tow and hangar slots, and the release. The case is worth as much after the aircraft flies as during: it is the evidence for the invoice, the delay code and the next comparable defect.
The boundary
What the case is, and what it is not.
The case is
- The single record of one AOG event
- Where the defect, the aircraft, the station and the clock live together
- The room structure that lets competitors work the same event without seeing each other
- A timeline of who was asked, who answered, and when
- Your organization's own record of the recovery, afterwards
The case is not
- An airworthiness decision, or a substitute for one
- A technical records system, a CAMO or an MRO planning tool
- A place AOG Hub reads your commercial terms out of
- A marketplace that ranks providers or takes a cut of the work
- A guarantee that somebody will answer - only that the asking is done properly
The release to service is signed by the people who hold the approval, on their own paperwork. AOG Hub records that it happened.
Run one case end to end.
Most operations centres put the AOG desk on the network first and hand phones to the duty roster once a case has run start to finish.