Frequently Asked Questions

DO WE NEED A BIG, EXPENSIVE SERVER?

No. No. NO!

  • ACE-IMS is provided as a complete, fully hosted and maintained solution.
  • We use the very highest standard servers with full maintenance and system updates.
    • You are in safe-hands. Our system and data security is audited to ISO standards.
HOW LONG WILL IT TAKE TO LAUNCH OUR SYSTEM?

The standard ACE-IMS software package is ready to go!

  • It will take 3 to 5 working days to set up the server, create your own URL address, launch the system and issue your user access and registration codes.
  • Configuring the system to match your airline’s existing protocols, procedures and destinations etc. can take another 10 to 15 working days.

If you are in a hurry, please let us know and we will “pull out all the plugs” to get you up and running as soon as possible.

DO WE HAVE TO MAKE AN UPFRONT PAYMENT?
Remarkably, the answer is NO!

  • Our prices are designed to allow your airline to get onboard as easy as possible.
  • Our minimum contract term is usually 3-years and the annual subscription fee is charged 1-year in advance.
  • NO Upfront Set-Up FEE – No Upfront User License Fee
  • No Hidden Extras – No Maintenance & Update Fees
HOW DO WE PREVENT UNAUTHORIZED USERS FROM ACCESSING SENSITIVE DATA?

We are well ahead of you with this one!

We really do understand the importance of ensuring that only the right people can access the right data.

  • All user profiles are provided with designated access and permission restrictions
  • You can specify the user group permissions
    • Restrict access to the Panel
    • Define User permissions

  • User Location Restrictions
    • When a new incident is created on ACE-IMS you must select which stations and locations are involved.
    • User from Stations and locations not invited cannot access the incident
CAN WE TRY BEFORE WE BUY?
Yes Indeed….

We can arrange, for a limited time, access to a demonstration system for you to evaluate the amazing response team empowerment that only ACE-IMS provides.

WILL WE SHARE OUR SYSTEM WITH OTHER AIRLINES?
No, No NO!

We launch a dedicated system just for you. We personalize the system to match your destinations, your response team structure and soooo much more!

HOW ABOUT OTHER TYPES OF EMERGENCIES?
ACE-IMS is designed for airlines.

It should be launched and utilized for ANY crisis situation. So many of the unique features & functions are invaluable for your response team

WHAT IS THE LIMIT ON THE NUMBER OF USERS?
It’s set at 30 right now.

Take the premium package or pay few $ more and it’s extended to infinity!

HOW ABOUT MULTIPLE INCIDENTS?
Did we say EASY? Because that’s what is.

And users can flip between incidents in a couple of clicks.

WHAT ABOUT IF THE INCIDENT IS “OFF” THE AIRPORT?
We are ahead of you with this one.

Our Management Team Automated Guidance program is designed to cope with incidents both ON & OFF the airport. Our Interactive maps also ensure you get a bird’s-eye view of the incident location

HOW WILL THE SYSTEM KNOW OUR DESTINATIONS?
How about you let us fix that one for you?

We will upload all your destinations into the system for you. We also create interactive maps for all your all stations. It will all be ready to go when you first log in.

CAN WE ACCESS THE SYSTEM FROM MOBILE DEVICES?
Oh yes indeed!

Any mobile device that has an internet connection can access the system. Configured to automatically match the layout to suit your screen size ensure the perfect view is always at your fingertips

HOW CAN WE COMMUNICATE WITH OTHER USERS OF THE SYSTEM?
This is our specialty dish!

You can live-chat, share photos, files & even videos. PC users are provided with live-stream video and audio links. Direct from your control room to any other logged in user.

CAN WE CREATE A PASSENGER & CREW MANIFEST FILE?
How about in 10 seconds?

The system boasts the ability to import data direct from your reservations system via a CSV file template. The reports panel allows you to create filter, sort & select any number of passenger and family lists and manifests

HOW DOES THE SYSTEM CREATE AN INCIDENT ACTION PLAN?
This is a top-secret function

Unique in the industry. ACE-IMS has an on-board Management Guide Function.

Simply choose the most appropriate type of incident. Answer a few simple questions and hey, hey. You have an incident specific action plan. Complete with objectives, tactics and resource requirements. Assign any part or all of the plan to any other logged-in user.

HOW WILL USERS KNOW THEY HAVE BEEN ASSIGNED TASKS IN THE ACTION-PLAN ?
ACE-IMS WILL NOTIFY THEM!

Whether users have been assigned an Action-Plan, a Checklist or a designated response team Position, ACE-IMS will display a flashing icon on every panel of the designated and will open the user dashboard with details of everything that’s been assigned to them.

ARE THERE CHECKLISTS THAT WE CAN USE?
Oh boy, Do we have checklists.

ACE-IMS comes complete with a comprehensive suite of checklists. With the premium package we can upgrade the system to include your very own in-house set of checklists. And there is more. All checklists are interactive and monitored from a single checklist dashboard.

CAN WE CREATE A CONTACTS DIRECTORY?
That is just too easy with ACE-IMS.

We even upload all of your local contacts for you with the premium package.

HOW WILL WE TRAIN OUR STAFF AT EVERY STATION TO USE THE SYSTEM?
How about anybody, anywhere, anytime – FOR FREE?

Every user panel has an onboard training program. Available for all logged-in users at any time – Even during a crisis.

With the ACE-IMS Premium pack it’s even better. A dedicated web-based, multilingual, training program complete with user assessments and management performance reports

HOW WILL WE KNOW THAT OUR STAFF KNOW HOW TO USE THE SYSTEM?
We will tell you.

The premium package not only provides with a web-based, multilingual training program. It also boasts a web-based interactive assessment program. Results are emailed direct to the user and your training coordinator

WHAT HAPPENS IF OUR INTERNET GOES DOWN?
ACE-IMS is hosted on the world’s safest and most robust Servers.

We continue to fully function even if you loose connection. Other locations can still access the system. Also, ACE-IMS can still function on any mobile device with a data access package via the telecom service provider

WHAT HAPPENS IF YOUR SERVER GOES DOWN?
ACE-IMS is hosted on the world’s safest and most robust Servers.

ACE-IMS also boasts a disaster recovery suite that allows to system to switch to a secondary backup server within a few minutes. Worse-Case-Scenario, you will lose about 5 minutes of data input and may have to log out and log back in again. It’s never happened yet!

CAN WE ASSIGN USERS TO A RESPONSE TEAM POSITION?
How about within 5 seconds?

We provide an interactive Response Team Organization Chart that allows you assign predetermined position to logged-in users. The selected user will receive an alert message to inform him of his assigned position

CAN WE UPLOAD A PASSENGER LIST?
Oh YES!

ACE-IMS has the ability to upload data from your reservations system via CSV file template. The Premium Pack includes a user-specific CSV file template. Direct input via API for the more advances clients are also an option

HOW ABOUT OUR CALL-CENTRE - CAN THEY USE THE SYSTEM?
We welcome the Call Centre Team.

All calls of enquiry can registered and assigned to a passenger and/or a family group.

CAN FAMILIES REGISTER ONLINE?
What is the date?

In progress and will be available for online family registrations by July 2019

CAN WE STORE & SHARE OUR ERP FILES ON THE SYSTEM?
Oh Yes you can. And a whole lot more!

The ACE-IMS File Library is accessible to all users and contains industry guides and any array of documents and files that you choose to upload

HOW DO WE KNOW WHO IS LOGGED INTO THE SYSTEM?
Click an Icon!

The Logged In Users panel not only display users that are logged in to the same incident as you but also, users logged in to ALL incidents

CAN WE TRACK PERSONAL EXPENSES ON THE SYSTEM?
YES – At no expense!

The expense Panel allows all users to record personal expenses and attach receipts etc.

HOW ABOUT PRESS STATEMENTS?
Create it, upload it, share it!

Assigned users can access the Press Statements Panel and Upload the latest press statements and if appropriate, delete any outdated statements

CAN WE MAKE HARD-COPY BACKUP FILES?
We would love you to.

Almost every aspect of the data held within ACE-IMS can be extracted and imported into reports.  

CAN WE CREATE “AFTER-ACTION REVIEWS”?
Only if you click the icon!

We recommend that ALL users after an incident or exercise create a review. Admin users can comment and provide additional feedback

HOW DO YOU DEAL WITH THE DIFFERENT TIME ZONES BETWEEN DIFFERENT RESPONSE LOCATIONS?
That might catch others out. But not ACE-IMS

An UTC time clock is displayed on every panel within ACE-IMS. All activity logs are time & date stamped using the UTC time

CAN WE ALLOW CODESHARE PARTNERS ACCESS TO THE SYSTEM?
Why Not?

ACE-IMS comes with a suite of different user access and function permissions. External users from codeshare partners and the CAA etc. can be granted access but would be limited to view the incident details, press statements and the interactive maps. Premium package can specify more options an permissions etc.

 

HOW DO USERS REPORT WHAT IS HAPPENING AT THE INCIDENT?
Click an icon and start typing!

The ACE-IMS Activity Log panel is available to all users and we strongly recommend everybody to use it. For the more important events simply click the “Significant Event” icon and the log entry is blasted to the “Significant Events Panel”

CAN WE ASSIGN FAMILIES AND FRIENDS TO A PASSENGER?
Oh YES! And a whole lot more!

You can also create family groups, assign calls of enquiry to family members and passengers. Designate family members as the “Primary Contact”

HOW ABOUT ALL OUR SUPPLIERS AND LOCAL FACILITIES?
We got you covered!

Separate panels for Contacts, facilities and suppliers are provided so that you are never alone. But let’s imagine you need something in a hurry that you hadn’t thought of before. Simply open the interactive Map for the station. Click Search Nearby and enter your requirements. Local suppliers and facilities will pop up automatically

CAN WE PROTECT THE DATA FROM INTERFERENCE & TAMPERING AFTER AN INCIDENT?
We wouldn’t be certified to ISO security standards if you couldn’t!

And there are few ways to do it! Simply “Archive” the incident. Only “Super Admin” users can access the incident. Or, delete the invited locations from the Incident Details Panel and nobody, only you can get back in there

CAN WE EXPORT THE INCIDENT RESPONSE DATA INTO HARD COPY FOR ARCHIVING AND THE INVESTIGATION?
Soooo easy.

Open the “Reports” panel select from the list of report types, select your data fields, 1 more click and you are all done!

CAN WE ALERT & NOTIFY OUR RESPONSE TEAM MEMBERS?
Mmmmmm. Not just yet.

On the way with a new App. Give us time to complete this one. September 2019 should be good to go!

WHAT ABOUT CALLS & ENQUIRIES FROM FAMILIES?
No problemo.

Click on the “CALL CENTRE” icon and register as many calls as you like. Assign callers to passengers at your will.

WHAT HAPPENS IF WE HAVE A PROBLEM?
We are here to help.

24/7 answer and response service

WHAT DO WE HAVE TO PROVIDE IF WE ORDER THE SYSTEM?
Not a lot!

We will send you a list of the data that we require.

Destinations, Response Team hierarchy, contacts etc. Give us a few working days and you will be up and running

ARE THERE ANY SPECIAL OFFERS?
Probably.

Move over to the “Estimate” page. Tell us what options you would like and our sales team will be keen to close the deal.

Taking a bundle of our web-based training along with ACE-IMS is safe bet to save some $$$$’s

HOW DO WE ARRANGE A DEMONSTRATION?
Click the icon.

We are happy to oblige and proud to show off our system. Skype or Google “Meet” are our preferred platforms

HOW DO WE ARRANGE A QUOTATION?
Click the next page.

We can provide an online “Estimate” within this web-site. Upon receipt of your enquiry, our sales team will juggle the numbers, try to save you some cash and send a formal quotation to you at the email address that you provided.

Seen enough? It’s time to move forward.

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