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 the hosting services provided by Cube-Host.

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

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2. Services Covered by This Agreement

This SLA applies to the following services:

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

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3. Technical Support

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

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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 the calculation of uptime:

• scheduled maintenance (up to 4 hours per month);
• force majeure;
• outages at third-party providers (data centers, upstream providers, DNS, CDN);
• issues caused by the customer’s actions or software installed by them.

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5. Incident Severity Levels

Severity 1 — Critical

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

Examples:

• VPS is unavailable via the network;
• A website hosted on Cube-Host is completely unavailable;
• Failure of critical network or storage infrastructure.

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

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Severity Level 2 — Medium

Description:
Partial degradation of service quality without a complete outage.

Examples:

• significant decrease in VPS performance;
• unstable web hosting performance;
• packet loss or increased network latency.

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

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Severity Level 3 — Low

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

Examples:

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

Response time: ≤ 1 business day Resolution
time: within a reasonable timeframe or as agreed

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6. Scheduled Maintenance

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

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

6.3. During maintenance periods, temporary service interruptions may occur.

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7. SLA Limitations

This SLA does not apply to:

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

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8. Liability

8.1. Cube-Host takes reasonable technical and organizational measures to ensure the stability of the service.

8.2. Service credits or compensation (if applicable) are provided in accordance with the current pricing plan or the terms of the agreement.