Support & Service Levels

Pleiades Aerospace provides enterprise software for airline operations control centres. Because our customers run 24/7 operations, our support and service model is built for operational continuity: rapid support when it matters during live operations, disciplined control of any change that can affect live recommendations, and ongoing partnership as each airline's fleet, network, and operation evolves.

1. Availability

Production services target 99.9% monthly availability, measured at the application layer and excluding agreed maintenance windows and factors outside our control. Current and historical service availability is published on our status page at status.pleiadesaerospace.com, where customers can also subscribe to incident and maintenance notifications.

2. Support model

Every airline customer has a dedicated Pleiades support contact who owns the support relationship after go-live, retains context from the implementation, and coordinates access to our delivery, engineering, and integration specialists when an issue requires deeper investigation. Customers are not left with an anonymous ticket queue as their primary relationship.

3. Incident response

Incidents are classified by operational impact, with critical production incidents acknowledged and worked around the clock. During active operations, our first priority is restoring usable service and safe fallback paths. For material incidents, we provide clear status updates during the incident and a written post-incident summary covering the timeline, cause, remediation, and preventive actions.

4. Change and release management

Because our software supports live operational decision-making, changes that can affect recommendations are documented, tested, reviewed, and versioned before release. Operationally significant changes are reviewed with the customer before they reach production, and planned maintenance is scheduled outside each airline's nominated peak operational periods wherever practical, with advance notice.

5. Data and security

Customers retain ownership of their operational data. Customer data is used only to provide, maintain, support, secure, improve, and validate the contracted services unless otherwise agreed, and production access is limited to authorised personnel with a support or engineering need. Material support actions, configuration changes, and releases are recorded and auditable.

6. Decision support

Pleiades software supports airline decision-making. Final operational authority always remains with the airline and its controllers, duty managers, dispatchers, and accountable postholders.

7. Contractual commitments

This page is a general description of our support and service model and does not form part of any agreement or constitute a service level commitment. The service levels, response targets, maintenance terms, and remedies applicable to each customer are set out in the service agreement between Pleiades Aerospace Australia Pty Ltd and that customer, which prevails over this page in all respects.