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Cloud Cubix

Service Level Agreement

Effective Date: May 2026

Objective: This SLA defines the service levels for Cloud Cubix hosting and VoIP infrastructure. We are committed to providing a high-availability environment that scales with your business.

I. 99.9% Uptime Commitment

Cloud Cubix guarantees 99.9% network and power uptime for all hosting and VoIP services. Uptime is calculated on a monthly basis, allowing for a maximum of 43 minutes of unplanned downtime per month.

Monthly Uptime Percentage Service Credit (Monthly Fee)
99.9% - 100% Standard Coverage
99.5% - 99.8% 10% Credit
99.0% - 99.4% 25% Credit
Below 99.0% 50% Credit

II. Support Response Targets

While our network is monitored 24/7/365, support tickets are prioritized based on severity:

  • Critical (Server Down / Total VoIP Failure): < 2 Hour Initial Response
  • High (Partial Service Impairment): < 4 Hour Initial Response
  • Normal (Billing / General Setup): < 12 Hour Initial Response

III. Maintenance & Outage Exclusions

The following events are excluded from uptime calculations and are not eligible for credits:

  • Scheduled Maintenance: Maintenance windows announced at least 24 hours in advance.
  • External Network Issues: Failures in the user's ISP, public internet congestion, or DNS propagation.
  • AUP Violations: Suspensions or lockdowns resulting from violations of our Acceptable Use Policy.
  • Force Majeure: Events beyond our control, including natural disasters or government actions.
  • Customer-Owned Hardware Exceptions: The 99.9% uptime guarantee applies exclusively to the Cloud Cubix network and hosted services. It does not cover downtime, dropped calls, or service degradation caused by customer-owned hardware failures, local power outages, or localized Internet Service Provider (ISP) interruptions. Because SIP desk phones and related hardware are purchased and owned outright by the Client, Cloud Cubix is not responsible for hardware replacement timeframes impacting this SLA.
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Credit Request Process

To receive an SLA credit, a written request must be submitted via a support ticket to the Billing Department within seven (7) days of the outage occurrence. Credits are applied to future invoices and have no cash value.

IV. Incorporation of Policies

Entire Agreement: This Service Level Agreement (SLA), along with our other core policies, constitutes the legal agreement between you and Cloud Cubix LLC regarding service availability. The following documents are incorporated by reference and hold the same legal weight:

A material breach of any incorporated policy (such as an AUP violation) shall void this Service Level Agreement and eligibility for service credits.

Questions regarding these terms? Contact our support team:

support@cloudcubix.biz