SLA
SLA
Our support and operations team works 24/7, ensuring that all customer requests are addressed in a timely manner.
Requests are handled simultaneously by our team, and the SLA represents only the maximum response time.
SLA for Support and Network
| Priority | Business Impact | First Reply | Next Update | Periodic Updates |
|---|---|---|---|---|
| Low | General inquiries | Up to 30 minutes | N/A | N/A |
| Normal | Non-critical issues | Up to 1 hours | Up to 2 hours | Every 2 hours (if applicable) |
| High | Partial service disruption | Up to 6 hours | Up to 1 hour | Every 1 hour |
| Urgent | Major service outage | Up to 15 minutes | Up to 30 minutes | Every 30 minutes |
Examples
Below are some examples of how we classify requests. This list is not exhaustive.
- Low: General questions, slight latency increases, non-urgent route changes, ASN adjustments.
- Normal: OS reinstalls, IPMI access requests.
- High: Intermittent issues, packet loss, routing problems.
- Urgent: Service downtime, power-related issues, major failures in CubePath's core network.