Cirium Sky is a managed data warehouse enabling airlines to quickly discover actionable insights backed by a wealth of operational data and context.
Cirium Sky empowers airline mission management and analysis teams with powerful insights across the strategic, tactical, and post completion view of flights.
This page contains details of the SLA for Cirium Sky along with the placeholder dates for the upcoming quarterly maintenance windows.
The service SLA for Cirium Sky is 99% uptime during supported hours.
The supported hours for Cirium Sky are UK Business hours which are as follows:
Monday 09:00 to 17:00 BST / GMT
Tuesday 09:00 to 17:00 BST / GMT
Wednesday 09:00 to 17:00 BST / GMT
Thursday 09:00 to 17:00 BST / GMT
Friday 09:00 to 17:00 BST / GMT
excluding weekends (Saturday and Sunday) and UK Bank Holidays.
The uptime is measured for the supported hours and any downtime outside of the supported hours does not count towards the service uptime.
Incident resolution will be undertaken on the next business day should an incident happen overnight.
Note: User creation requests such as addition of new users or removing existing users will be dealt within 2-4 business days.
The support SLA for Cirium Sky follows the standard Cirium Help Desk SLA.
Cirium Help Desk operates 24 hours a day 5 days a week (Monday - Friday) and shall acknowledge receipt of any support inquiry within one Business Day.
Customers can raise support tickets for Cirium Sky using one of following two methods:
Via Cirium Help Desk at https://helpdesk.cirium.com OR
by sending an email to the dedicated support email address which is email@example.com
Incidents can be raised by sending an email to the incident email address which is firstname.lastname@example.org
Note: Incident is defined as an unplanned interruption to the system/service or reduction in quality of the service mandated by the system.
Support tickets requiring technical / engineering team input will be forwarded to the relevant engineering team and will be dealt during UK business hours as described in the Service SLA section.
If you have any feedback or ideas about Cirium Sky Data Warehouse then we would love to hear from you via the Cirium Help Desk.