Service Level Agreement (SLA)
Effective Date: May 15, 2026
Objective: This SLA defines the performance standards and service credits for Cloud Cubix infrastructure. We provide high-availability environments backed by financial recourse for our clients.
I. 99.9% Uptime Commitment
Cloud Cubix guarantees 99.9% network and power uptime per calendar month. Failure to meet this commitment entitles the User to service credits as outlined below:
| Monthly Uptime Percentage | Service Credit (Monthly Fee) |
|---|---|
| 99.9% - 100% | Standard Service Coverage |
| 99.7% - 99.8% | 10% Credit |
| 99.5% - 99.6% | 25% Credit |
| 99.0% - 99.2% | 75% Credit |
| 98.9% and Below | 100% Credit |
II. Support & Hardware Targets
- Critical (Core Infrastructure Failure): < 2 Hour Initial Response
- Hardware Replacement (Dedicated): 4 Hour Replacement Guarantee
- Normal (Administrative/Setup): < 12 Hour Initial Response
III. Maintenance & Outage Exclusions
- Scheduled Maintenance: Announced 24 hours in advance.
- Emergency Maintenance: Critical patching that cannot be delayed.
- External Connectivity: ISP failures or upstream carrier outages.
- User Misconfiguration: Errors caused by third-party software or AUP violations.
Credit Request Process
To claim a credit, submit a Billing ticket within seven (7) days of the outage. Credits are applied to future invoices and have no cash value.
IV. Amendments & Modifications
Cloud Cubix reserves the right to amend, modify, or update this SLA and associated credit tiers at any time, with or without prior notification. The version posted on our website at the time of a service incident shall govern the applicable credit claim.
V. Incorporation of Legal Terms
Unified Agreement: This SLA is subject to our comprehensive legal framework:
Cloud Cubix LLC
Reliability integrated. Innovation delivered.
