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24/7 L2 Support Optimization for Cloud-Based Flight Profile Optimizer with Multi-Zone Scalability

eleks.com

Aerospace

Information technology

Business services

Challenges in Establishing Cost-Efficient 24/7 Support for Critical Flight Optimization Systems

PACE GmbH required rapid deployment of a 24/7 Level 2 support model for their Flight Profile Optimizer (FPO) cloud application within one month. The solution needed to integrate with existing automated monitoring systems, support a heterogeneous AWS-hosted backend with 13 aircraft-specific calculation clusters, and maintain SLAs across three time zones while managing over 125 daily events and 800+ aircraft.

About the Client

Leading provider of software solutions for global aerospace and aviation industries, specializing in flight optimization technologies

Objectives for Enhanced Support Model Implementation

Achieve 99.99% application uptime for FPO cloud services
Optimize support team composition and cost efficiency
Establish seamless cross-continental collaboration with L1/L3 support teams
Scale system capacity to support 10+ new aircraft types
Implement comprehensive test environment for production validation

Core System Functionalities and Key Features

Real-time incident detection and resolution tracking
Multi-tiered SLA management (1-hour response, 8-hour resolution)
Time zone-optimized support shift scheduling
Aircraft type-specific calculation cluster monitoring
Automated event correlation and alerting system
Cross-team collaboration portal for global support coordination

Technology Stack Requirements

AWS cloud infrastructure

DevOps monitoring tools (Prometheus/Grafana)

Container orchestration (Kubernetes)

CI/CD pipelines for environment management

ServiceNow/Zendesk for ticketing

System Integration Needs

AWS CloudWatch for metrics collection
L1/L3 support team communication APIs
Aircraft telemetry data APIs
Automated scaling policies for peak loads
Security compliance frameworks (FAA/EASA)

Critical Non-Functional Requirements

99.99% system availability SLA
Horizontal scalability for 200+ additional aircraft
ISO 27001 compliance for data security
Sub-second latency for critical alerts
Disaster recovery with <15 minute RTO

Expected Business Impact of Optimized Flight Profile Optimizer Support

Implementation of the optimized L2 support model will enable PACE GmbH to maintain industry-leading service reliability while reducing operational costs by 30%. The solution will support expansion to 200+ new aircraft types, improve pilot satisfaction through consistent turbulence avoidance and fuel savings, and strengthen PACE's position as a trusted partner for aviation digital transformation initiatives.