Service Level Agreement (SLA)
Last Updated: 01-09-2026
At Cubes Hosting, we are determined to offer high-quality support and maximum uptime, operating efficiently and professionally. This Service Level Agreement (SLA) applies to all products with SLA offerings. The Client agrees that measurements taken via our internal tools and our support team will establish the necessary support and/or level of services required.
Service Downtime is defined as any unplanned interruption in Service Availability during which the Client is unable to access the services as described in our Terms of Service, provided the interruption is determined to have been caused by a problem within the immediate Cubes Hosting infrastructure and/or network segment, as confirmed by Cubes Hosting. Downtime is measured as the total length of time of the unplanned interruption in Service Availability during a calendar month.
Downtime must be reported by our automated status page to be authenticated as a valid disruption.
Service Level Tiers
If a service experiences qualified Service Downtime, affected clients are eligible for SLA credits applied to the affected service's monthly bill. SLA credits can never exceed 100% of the billed value for that specific service in a given month.
| SLA Tier | Initial Unreachable Period | Credit per Subsequent Downtime Block | Support Perks & Resolution Guarantees |
|---|---|---|---|
| No SLA | N/A | No guaranteed credit. | Compensation is at our sole discretion. See our Terms of Service for details. |
| Basic SLA | > 30 consecutive minutes | 1.25% per additional 30 minutes | Standard support. |
| Standard SLA | > 15 consecutive minutes | 1.25% per additional 15 minutes | Standard support. |
| Business SLA | > 15 consecutive minutes | 2.5% per additional 15 minutes | Priority Support: Guaranteed ticket resolution within 48 hours. Credit: 5% per additional day needed to resolve. |
| Enterprise SLA | > 15 consecutive minutes | 3.0% per additional 15 minutes | Premium Support: Phone support available Monday to Friday, 10:00 - 16:00, alongside standard Priority Support. Guaranteed ticket resolution within 12 hours. Credit: 5% per additional day needed to resolve. |
Support Tiers
Alongside our Service Level Tiers, we offer different levels of technical support based on your plan:
- Unmanaged: No support provided, except for issues related to initial service provisioning and raw infrastructure.
- Basic Support (Default): Extended debugging and troubleshooting assistance. Does not include custom bot coding. This is the default support tier unless otherwise specified on the product page or SLA.
- Priority Support: Includes all benefits of Basic Support, with a guaranteed ticket resolution time of 24 hours.
- Premium Support: Includes all benefits of Priority Support, plus access to phone support and a guaranteed ticket resolution time of 12 hours.
Exclusions & Limitations
We appreciate and care about all our clients, but certain limitations and exclusions must apply to this agreement. Therefore, performance credits, general credits, and partial refunds will not be applicable in the event of downtime caused by the following:
- Acts of Nature: Extreme weather at data centers or any other force majeure events defined by legislation.
- Unlawful or Client-Induced Activities: Incidents such as DDoS attacks directed at the client, illegal server activities, or account terminations.
- Client-Side Issues: Unavailability resulting from the client’s own internet connection, interruptions not caused by Cubes Hosting, or exceeding the resources allocated by the client's plan.
- Scheduled Maintenance: Downtime resulting from maintenance that was announced with at least 24 hours' advance notice.
- Fraud: Any SLA claim that we reasonably believe to be fraudulent.
Claiming SLA Credit
In the event you wish to claim SLA credit, please create a support ticket inside My Cubes. Please note that SLA credits are not automatically provisioned to your account and must be explicitly requested.
Please note: Cubes Hosting is not responsible for any unplanned outages due to third-party software or hardware failures.