The Services Operations Center (SOC) is the logistical coordinator for each of Thales’s operations centers: Network, Airline, Maintenance and Security. All Thales operations centers are open 24 hours a day, 365 days per year, ensuring airlines receive the necessary support when it's needed.
The SOC serves as a single point of contact for all IFEC related issues and ensures that information flows seamlessly from one center to another without disruption. The SOC coordinates special requirements for IFEC system troubleshooting for quick resolutions and offers Aircraft On-Ground (AOG) Services to fulfill emergency spares, advance loan units and advance exchanges.
Network Operations Center (NOC)
The Network Operations Center (NOC) is tailored to fit the needs of connectivity enabled aircraft. It is supported by a completely integrated system of experts available to resolve issues as they arise in real-time; operating 24/7 and always available to support the airline.
The NOC monitors all connectivity to and from the aircraft and ground stations, leveraging onboard tools such as LiveConnect. When an issue is detected, the NOC team works with the maintenance and engineering teams to quickly and accurately resolve the problem.
The NOC coordinates with satellite providers to determine when connection strength is unusually low and identify when system recovery is complete. The NOC also features ground system monitoring, Service Level Agreement (SLA) reporting and management, file monitoring to and from the aircraft and more. The NOC monitoring service, combined with Thales’s work with service providers, guarantees that connectivity is provided to the aircraft at the committed rate.
Airline Operations Center (AOC)
The Airline Operations Center (AOC) serves as Thales’s global support for IFEC systems. The AOC helps airlines with product support and information inquiries via customer phone calls, emails and line maintenance base stations available around the clock.
The Airline Operations Center (AOC) provides 24/7 support via phone or email for airlines, no matter their needs. This is the only operations center that is available to all airlines flying any Thales product. No matter when the product was purchased or the frequency of interactions, the experienced and professional AOC staff will coordinate inquiries and route them to the correct point of contact for swift resolution.
The AOC provides Aircraft On-Ground (AOG) support for all Thales IFEC systems, including aircraft away from their home base, to cover inflight and outstation support. The AOC ensures valuable information is routed to the appropriate contacts and tracked with data and status.
Cybersecurity Operations Center (CSOC)
The Cybersecurity Operations Center (CSOC) provides centralized and consolidated cybersecurity incident prevention, detection and response capabilities. Built upon Thales’s security operations expertise, the CSOC is composed of best-in-class technologies, people and processes to provide customers with the most informed threat intelligence, real-time detection and crisis management.
The Cybersecurity Operations Center (CSOC) provides security monitoring and response capabilities giving Thales and its customers complete visibility into the security status of networks and systems. Thales utilizes the CSOC to monitor its own systems to maintain cyber-attack protection for airline data, systems and services.
The CSOC features security dashboards and reporting, threat intelligence and vulnerability management, security operations support and automation, as well as security log collection and archiving. The CSOC personnel coordinate rapid response to any potential cyber-attack and work closely with the AOC and NOC to promptly resolve issues as they arise. Airline stakeholders have an appropriate level of visibility into security state and compliance levels.
Maintenance Operations Center (MOC)
The Maintenance Operations Center (MOC) specializes in preventative planning and responsive support. The MOC operates in the background to guarantee all maintenance operations work seamlessly both in the office and out in the field.
Thales’s Maintenance Operations Center (MOC) operates with a value-based maintenance philosophy. The MOC helps airlines reduce IFEC maintenance costs, while improving seat dispatch performance. This results in the maximum utilization of ground time, while minimizing disruption to the passenger experience.
The MOC incorporates developed maintenance planning documents, dedicated scheduling and logistical professionals for smooth operations and resolution execution. By analyzing all available IFEC data, such as cabin logbooks, IFEC health, performance and reliability data, the MOC can establish performance and maintenance plans as well as suggest solutions to improve system performance.