Service Level Agreement (SLA)

Cube-Host Hosting Services

1. General Provisions

1.1. This Service Level Agreement (SLA) defines the quality standards and service levels for hosting services provided by Cube-Host.

1.2. This SLA is a public document and applies to all Cube-Host customers with respect to the technical availability and support of services.

---

2. Services Covered

This SLA applies to the following services:

• Virtual Private Servers (VPS)
• Web Hosting
• Cube-Host network and server infrastructure

---

3. Technical Support

• Support availability: 24/7
• Support channels: ticket system, email, and other channels published on the Cube-Host website
• A request is considered registered once it is received by the support system.

---

4. Service Availability (Uptime)

4.1. Cube-Host guarantees the following monthly service availability:

• VPS: 99.9%
• Web Hosting: 99.9%

4.2. The following are excluded from uptime calculations:

• scheduled maintenance (up to 4 hours per month);
• force majeure events;
• failures of external providers (data centers, upstream ISPs, DNS, CDN);
• issues caused by customer actions or customer-installed software.

---

5. Incident Severity Levels

Severity 1 — Critical

Description:
Complete unavailability of the service or inability to use its core functionality.

Examples:

• VPS is unreachable over the network;
• website hosted on Cube-Host is completely inaccessible;
• failure of critical network or storage infrastructure.

Response time: ≤ 30 minutes
Resolution time: ≤ 2 hours

---

Severity 2 — Medium

Description:
Partial service degradation without complete outage.

Examples:

• significant performance degradation of a VPS;
• unstable operation of web hosting;
• packet loss or increased network latency.

Response time: ≤ 1 hour
Resolution time: ≤ 8 hours

---

Severity 3 — Low

Description:
Requests or issues that do not affect service availability.

Examples:

• configuration or usage consultations;
• non-critical issues;
• general technical questions.

Response time: ≤ 1 business day
Resolution time: as reasonably possible or by agreement

---

6. Scheduled Maintenance

6.1. Scheduled maintenance may be performed to ensure stability and security of the infrastructure.

6.2. Where possible, information about scheduled maintenance is published in advance via the website or control panel.

6.3. Temporary service interruptions may occur during maintenance windows.

---

7. SLA Limitations

This SLA does not apply to:

• software installed or configured by the customer on VPS services;
• issues caused by incorrect customer configurations;
• attacks exceeding standard protection measures;
• failures caused by third-party actions beyond Cube-Host’s control.

---

8. Responsibility

8.1. Cube-Host takes reasonable technical and organizational measures to maintain service stability.

8.2. Service credits or compensation (if applicable) are provided in accordance with the applicable tariff plan or contract terms.