Customer Inquiry Guide
Customer Support Center / Fleet Support
January 2022
Changes incorporated into this revision
are highlighted for ease of reading
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
PROCESS OVERVIEW
CUSTOMER INQUIRY
GUIDE
Introduction
Method
This Customer Inquiry Guide is designed to assist
customer in submitting inquiries related to: engine
maintenance, operation and repair, and in choosing the
right priority: AOG, Imminent AOG, Work Stoppage and
Routine priorities.
To submit inquiries, please contact your Field Service
Representative, or the Customer Support Center.
Customers have to raise all their questions thru
AskCFM to insure that their cases will be treated with
the best possible efficiency. See AskCFM Section for
more information
All inquiries have to be written in English which is the
official CFM language.
See Contacts section of this guide
The minimum Information
Missing information may delay a response.
See Minimum Information Section for data required to
process your inquiry
Best practices to get a timely response:
- Use AskCFM
Response Time Expectations
- Provide right priority
In order for CFM to answer in the best possible
efficiency, customers have to provide a Customer
Requested Date (CRD) reflecting their real needs.
- For technical questions: use Tech Templates
when available (MyCFM portal / Documents or
when submitting your inquiry)
- Write your inquiry in English
- Provide mandatory information
Response time depends on :
•
Case priority (AOG/Imminent AOG/Work
Stoppage/Routine)
•
Completeness of the query
•
Technical complexity
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
AskCFM
Presentation
Process Overview
AskCFM is a widget available on myCFM portal
(www.mycfmportal.com) to manage and track CSC/FS
inquiries.
When you submit an inquiry, it will be processed by
CSC/FS Technicians.
Features
Once registered, you will be provided with an
acknowledgment email containing a case number for
reference. This reference number must be used for any
communications.
The Application allows users to:
• Create and submit new cases
• Ensure completeness of the query by using Tech
Templates for technical requests
• Manage and track their company’s past (max 3 years)
and on-going inquiries
• Add a comment to an opened case
All inquiries must be submitted thru AskCFM.
This is the best way to insure complete data and
prevent additional information requests.
• Re-open a closed case
It will allow Customer’s data to be directly
registered in our internal CSC/FS tool.
• Consult details of a case (question, intermediate
answers, final answer, history…)
CSC/FS email must be used only if the utilization
of the portal is not possible.
• Save an inquiry as Draft and submit later
• Drop an inquiry
• Extract a list of cases by status
To help increase CSC/FS responsiveness, make
sure your question is raised as follows: Q1 / Q2 /
Q3 / …
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
TECHNICAL AOG
AOG Priority Definition
Method
A technical issue on an installed engine requiring
immediate resolution to dispatch the aircraft in less
than 12 hours.
Create an AOG case using AskCFM with “AOG AOG
AOG” in title AND contact by phone the Customer
Support Center to ensure your case is well registered.
In case AskCFM is not available, please submit your
case thru mail with “AOG AOG AOG” at the beginning of
the subject.
Please refer to the Minimum Information tab when
submitting your request.
Additional Information Required for AOG
• A/C Tail Number and localization
• Date and time of next scheduled flight
• Contact name & phone at AOG airline desk
Assigning the correct priority & providing
sufficient information will ensure you get a
timely response.
Response Time Expectations
Best practice :
Our goal is to acknowledge your AOG request within 30
minutes and provide a response in less than 4 hours.
Always call CSC/FS to be sure your
question has been received
Provide us with your phone contact so that
we can call you back
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
Spare Parts AOG
SPARE PARTS AOG
CFM will maintain spare parts to cover customer
emergency needs. Only LRU parts will be considered
as AOG.
Spare Parts AOG Definition
Spare part «limited to line maintenance items»
needed for an installed engine requiring immediate
resolution to dispatch the aircraft within 48 hours
Method
Create a AOG case using AskCFM with “Logistics”
Category with PO hard copy in attachment and “AOG
AOG AOG” in title .
Contact by phone the Customer Support Center to
insure your case is well registered.
(72 hours for US International flight)
Get a Request For Quotation (RFQ)
Minimum Information Required for PO
• For AOG situation :
cfm.csc@safrangroup.com
• “AOG AOG AOG” mention
• For Non-AOG situation
Submit RFQ via myCFM portal
• A/C Tail Number and localization
• P.O. Number
• Date and time of next scheduled flight
• Part Number, Quantity, Prices
• Delivery address and freight forwarding agent email
Assigning the correct priority & providing
sufficient information will ensure you get a
timely response.
• Engine Model
• Contact name & phone at AOG airline desk
Best practice :
Always call CSC/FS to be sure your
question has been received
Response Time Expectations
Provide us with your phone contact so that
we can call you back
Part on dock ready to ship: < 4 hours
For part availability: < 30 minutes
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
Imminent AOG Priority Definition
Method
A technical issue on an installed engine requiring a
resolution by the next day to avoid an AOG.
Create an imminent AOG case using AskCFM AND
contact by phone the Customer Support Center to
insure your case is well registered.
IMMINENT AOG
In case AskCFM is not available, please submit your
case thru mail with “Imminent AOG” at the beginning of
the subject.
Please refer to the Minimum Information tab when
submitting your request
Additional Information
Imminent AOG
Required
for
• A/C Tail Number and localization
Assigning the correct priority & providing
sufficient information will ensure you get a
timely response.
• Date and time of next scheduled flight
• Contact name & phone at AOG airline desk
Response Time Expectations
Best practice :
Always call CSC/FS to be sure your
question has been received
Our goal is to acknowledge your case request within 30
minutes and provide a response in less than 12 hours
Provide us with your phone contact so that
we can call you back
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
WORK STOPPAGE
Work Stoppage Priority Definition
Method
• Technical issue or finding requiring CFM technical
answer or recommendation that, if not provided
within Customer Requested Date, will prevent the
completion at due date of the final product
Create a Work Stoppage case using AskCFM and
provide a justification criteria in the appropriate
mandatory field.
• Technical issue on an installed engine requiring
immediate resolution to dispatch the aircraft in
more than 24 hours.
Please refer to the Minimum Information tab when
submitting your request.
Response Time Expectations
• You will receive an acknowledgement within 4 hours
that your inquiry has been registered in our system.
• Our goal is to respond :
o by your requested date if provided
Assigning the correct priority & providing
sufficient information will ensure you get a
timely response.
o Within three working days if not
Providing your real expected date will optimize
the efficiency of the CSC/FS process and will
ensure you the maximum service level.
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
Routine Priority Definition
Method
Any technical inquiry that does not meet the criteria for
an AOG or Work Stoppage.
Create a Routine case using AskCFM.
Please refer to the Minimum Information tab when
submitting your request.
Response Time Expectations
• You will receive an acknowledgement within one
working day that your inquiry has been registered in
our system.
ROUTINE
• Our goal is to respond :
o by your requested date if provided,
o Within 14 calendar days if not.
Assigning the correct priority & providing
sufficient information will ensure you get a
timely response.
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY GUIDE
Please provide all attachments in one only zip file
SUBJECT
DICA/DR request
Not a DICA/DR request
Needed
Only if case associated with an Airline
or a Shop
Needed
No
No
Requester Phon e Number
Requester Mail
Highly recommended
Highly recommended
Requested Response Date
Highly recommended
Highly recommended
Work stoppage or ROUTINE
Needed
Needed
If work stoppage, reason for Work Stoppage
Highly recommended
Highly recommended
ON WING, C CHECK or in SHOP
Highly recommended
Highly recommended
Depending on the question
No
GENERAL ISSUES
Requester Name
Airline Name
Sh op Name
MINI. INFORMATION
Part 1
Aircraft Tail Nu mber
Requested number of cycles until next removal
Aircraft Departure Date or End of C-Check
Su bject
Detailed Subject
ENGINE
Serial Number
Model
Th rust Rating
PART
Part Number or Minor Module or Major Module
Part Serial Number or Work Order
Part Name
TSN/CSN
TSI/CSI
Only if case associated with the request
No
No
No
Needed
Narrative of the problem
Needed
Narrative of the problem
Highly recommended
No
Only if case associated with the request Only if case associated with the request
Needed for LLP parts
Needed
Needed for LLP parts
Needed for LRU parts
Highly recommanded
No
Needed
Needed for LLP parts
Needed for LRU parts
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY GUIDE
For Process Alternative request, precise P/N, ATA, Engine Type, procedure
and steps concerned, specific parameters required
For Product Alternative request, precise MSDS/TDS in addition of above.
A request must be submitted for each ATA
DOCUMENTATION
Documentation Type (AMM-ESM-CMM-IPC -...)
Repair Number
ATA C hapter (Insp. - cleaning - assy. - disassy. - …)
Task Number
Sub-Task Number
DICA/DR HISTORY
Has the part(s) or process been the subject of any previous CDR?
If YES, CDRs Numbers
MINI. INFORMATION
Part 2
PART REPAIR HISTORY (IF LLP CONCERNED)
Has the part(s) been previously repaired
If yes, repair list
FINDINGS
Serviceable Limit
Repairable Limit
Area, localisation of findings
Type of findings
Number of findings
Cause of damages
Area, localisation in relation to a reference (axis, plane)
Distance between several deviations
Dimensions of the crack / nick / dent (length, width, depth) and wall
thickness on an unaffected area near the crack / nick /dent
Needed
Recommended
Needed
Depending on the question
Recommended
Highly recommended
Not applicable
Highly recommended
Not applicable
Highly recommended
Needed (+ add drawings and pictures)
- Customer form templates, if existing
Depending on the question
Interesting but not mandatory
Needed (+add drawings and clear
pictures - avoid blurry pictures)customer form templates, if existing
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY GUIDE - SUPPORT SUMMARY (1/2)
Criteria
Priority
(All customers
but Lessors)
TECHNICAL
AOG
IMMINENT
AOG
WORK
STOPPAGE
ROUTINE
(For
Lessors)
-
LRU part
SPARE
PART AOG
SUMMARY
Criteria
Technical Issue
Next scheduled
flight < 12 hours
Next scheduled
flight < 48 hours
Technical Issue
Aircraft
movement in
Technical issue
or finding
Next scheduled
flight > 24 hours
Any technical
issue that does
not meet AOG or
Work Stoppage
criteria
Response Time
(Expectation)
Acknowledgement < 30min
Response < 4 Hours
Response < 30 min
Refer GTA
Next scheduled
flight < 24 hours
Basic
Mandatory
Information
< 3days
Aircraft
movement in
4-14 days
Aircraft
movement in
> 14 days
Shipment < 4 hours (if part
available)
Acknowledgement < 30min
Response < 12 Hours
Acknowledgement < 4 hours
Response < 3 working days
or requested date
Acknowledgement < 1
working day
Response < 14 calendar
days or requested date
DR/
Other
DICA
Additional Mandatory Information for AOG situation
Label in
title
Contact
Delivery
Date and
name &
A/C Tail
Part
address
time of
Number
phone at PO Number, and freight Engine
next
AOG number Quantity forwardin Model
and
scheduled
localization
airline
, Prices g agent
flight
desk
email
"AOG
AOG
AOG”



-
-
-
-
"AOG
AOG
AOG”










-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
-
Refer to “Imminent
AOG"
Basic
Mandatory
information
table
-
-
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY GUIDE - SUPPORT SUMMARY (2/2)
Category
Criteria
GENERAL
ENGINE
PART
SUMMARY
DOC
FINDINGS
CDR HISTORY
LLP REPAIR HISTORY
Requester Name
Arline/Shop Name
Requester Phone Number / mail
Requested Response Date
Work stoppage or ROUTINE
If work stoppage, reason for Work Stoppage
ON WING, C CHECK or in SHOP
Aircraft Tail Number
Requested number of cycles until next removal
Aircraft Departure Date or End of C-Check
Subject (with narrative)
Serial Number
Model / Thrust rating
Part Number or Minor Module or Major Module
Part Serial Number or Work Order
Part Name
TSN/CSN
TSI/CSI
Documentation Type (AMM-ESM-CMM-IPC-...)
Repair Number
ATA Chapter (Insp. - cleaning - assy. - disassy. - …)
Task & Sub-Task Number
Serviceable / Repairable Limit
Area/Localisation/Type/Number (drawing/ clear pictures/Customer form if existing)
Cause of damages
Area, localisation in relation to a reference (axis, plane)
Distance between several deviations
Dimensions of Nick / Dent / Crack (length, width, depth) + wall thickness on an unaffected area nearby
Has the part/process been the subject of any previous CDR? If YES, CDRs Numbers
Has the LLP been previously repaired? If yes, repair list
Basic Mandatory Information
DR / DICA
OTHER

 (if relevant)
Recommended
Recommended

Recommended
Recommended
 (if relevant)
 (if relevant)

Recommended
 (if relevant)
 (for LLP)
 (for LLP)

 (for LLP)
 (for LRU)

Recommended

Recommended
Recommended

Recommended



Recommended
Recommended

Recommended
Recommended

Recommended
Recommended

 (if relevant)
Recommended

 (for LLP)
 (for LRU)
Depending on the
question
-
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CUSTOMER INQUIRY
GUIDE
CONTACTS
INC Zone
SA Zone
Phone: +1 513 552 3272
+86 400 820 6208
Phone: +33 1 64 14 88 66
https://www.mycfmportal.com
E-Mail: aviation.fleetsupport@ge.com
https://www.mycfmportal.com
E-Mail: cfm.csc@safrangroup.com
Or contact your Field Service Representative
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.
CFM, CFM56,LEAP and the cfm logo
are trademarks of cfm international,
a 50/50 joint company between
Safran Aircraft Engines and GE.
CFM International Proprietary Information: The information contained in this document is CFM International Proprietary Information and is disclosed in confidence. It is the property of CFM International and shall not
be used, disclosed to others, or reproduced without the express written consent of CFM International. If consent is given for reproduction in whole or in part, this notice and the notice set forth on each page of this
document shall appear in any such reproduction in whole or in part. The information contained in this document may also be controlled by the U.S. export control laws. Unauthorized export or re-export is prohibited.