Service Level Agreement

This Service Level Agreement ("SLA") defines the uptime targets, eligible service credits, maintenance policies, and support response targets applicable to eligible CubiCloud Services.

This SLA forms part of CubiCloud's Terms of Service. Only Services specifically identified as SLA-eligible are covered by this agreement.

1. Uptime Guarantee

CubiCloud targets high availability across its infrastructure and aims to maintain reliable and stable Services.

For eligible paid Services, CubiCloud provides a 99.9% monthly uptime SLA, unless a different uptime commitment is expressly stated on the applicable Service or plan page.

The uptime calculation applies to the availability of the underlying CubiCloud hosting infrastructure and does not guarantee that customer-installed applications, plugins, software, or configurations will remain operational.

2. Uptime Calculation

Monthly uptime is calculated using the following general formula:

Uptime Percentage = (Total Minutes in Month − Eligible Downtime) ÷ Total Minutes in Month × 100

Downtime is measured using CubiCloud's infrastructure monitoring systems and relevant internal service logs.

CubiCloud's monitoring records will generally be considered the authoritative source for determining uptime and eligible downtime.

3. Eligible Downtime

Eligible downtime may include infrastructure-level failures such as:

• Host node failures;
• Data center infrastructure failures;
• CubiCloud-controlled network outages;
• Power failures affecting the relevant infrastructure;
• Storage infrastructure failures;
• Infrastructure-level service disruptions; and
• Other failures directly attributable to CubiCloud-controlled infrastructure.

A qualifying outage must affect the underlying Service and meet the requirements of this SLA.

4. Downtime Exclusions

The following generally do not count toward SLA downtime:

• Scheduled maintenance;
• Emergency maintenance;
• Customer configuration errors;
• Customer-installed software or plugins;
• Application-level failures;
• Customer-caused outages;
• Incorrect DNS configuration;
• Customer-side network or Internet connectivity problems;
• Issues caused by third-party software;
• DDoS attacks or attack traffic, except where otherwise expressly covered by a Service-specific SLA;
• Abuse-related suspension;
• Account suspension or termination;
• Non-payment;
• Services that have been cancelled;
• Resource exhaustion caused by customer workloads;
• Failure to follow CubiCloud's technical requirements;
• Force majeure events; and
• Failures caused by circumstances outside CubiCloud's reasonable control.

5. SLA Service Credits

If an eligible paid Service experiences uptime below the applicable monthly SLA target, the customer may be eligible for a service credit.

Unless a Service-specific SLA states otherwise, the following credit schedule applies:

Service credits are calculated against the affected Service and billing period rather than the customer's entire account.

The maximum SLA credit for a single billing period is limited to the amount specified above and does not constitute a cash refund unless required by applicable law.

6. SLA Credit Requests

SLA credits are not automatically issued unless CubiCloud expressly provides otherwise.

Customers must submit an SLA claim through the official support system within 72 hours of the qualifying incident or, where the claim concerns monthly uptime, within 72 hours after the end of the affected billing month.

The request should include:

• Customer account information;
• Affected Service;
• Approximate outage period;
• Relevant invoice or Service information; and
• Any supporting information available to the customer.

CubiCloud may verify the claim against its infrastructure monitoring and internal records.

7. Eligibility Requirements

To receive an SLA credit:

1. The affected Service must be eligible for SLA coverage.
2. The account must be in good standing.
3. The affected Service must not have been terminated for an AUP or Terms of Service violation.
4. The outage must qualify as eligible downtime under this SLA.
5. The claim must be submitted within the applicable claim period.
6. The customer must have an active Service at the time the credit is issued.

Only one SLA credit may be claimed for the same qualifying incident.

8. Incident Handling

Multiple periods of downtime may be treated as a single incident where they are directly related to the same underlying cause.

For example, if a host node experiences a hardware failure, temporarily recovers, and subsequently goes offline again due to the same unresolved hardware problem, the periods may be treated as one incident.

CubiCloud may review the underlying cause and available monitoring data before determining whether downtime qualifies.

9. Scheduled Maintenance

CubiCloud may perform scheduled maintenance to:

• Upgrade infrastructure;
• Replace or repair hardware;
• Apply security updates;
• Perform network maintenance;
• Improve infrastructure;
• Perform storage maintenance; or
• Carry out other necessary operational work.

Where reasonably possible, scheduled maintenance will be announced at least 24 hours in advance through appropriate communication channels.

Scheduled maintenance is excluded from SLA downtime.

10. Emergency Maintenance

Emergency maintenance may be performed without advance notice when necessary to:

• Address critical security vulnerabilities;
• Prevent infrastructure damage;
• Repair hardware;
• Protect the network;
• Mitigate an active attack;
• Prevent significant service disruption; or
• Address other urgent infrastructure problems.

CubiCloud will provide updates through available status or communication channels where reasonably possible.

Emergency maintenance is generally excluded from SLA downtime.

11. Support Response Targets

CubiCloud aims to respond to support requests according to their urgency.

The following are target first-response times, not guaranteed resolution times:

Response targets may vary depending on ticket volume, complexity, severity, and availability of relevant technical information.

A first response does not necessarily mean that the issue will be resolved within the stated response period.

12. Support Priority

Customers should provide accurate information when submitting support requests.

Tickets may be reclassified where the selected priority does not accurately reflect the actual severity of the issue.

Examples of information that may help our team investigate an incident include:

• Service ID;
• Server identifier;
• Error messages;
• Relevant timestamps;
• Screenshots;
• Logs;
• Recent configuration changes; and
• Steps to reproduce the issue.

13. Monitoring and Incident Communication

CubiCloud may monitor infrastructure and network health 24/7 using automated monitoring systems and operational tools.

During significant incidents, CubiCloud may publish updates through:

• Official status pages;
• Client-area notifications;
• Email;
• Discord;
• Support tickets; or
• Other official communication channels.

The availability of incident updates may depend on the nature and severity of the incident.

14. SLA Limitations

SLA credits are the primary remedy available under this SLA for qualifying downtime.

SLA credits:

• Are applied to the affected Service;
• Are generally provided as account or Service credit;
• Cannot normally be exchanged for cash;
• Cannot be transferred to another customer;
• Do not extend to unrelated Services; and
• Do not constitute an admission of liability by CubiCloud.

Nothing in this SLA excludes rights or remedies that cannot legally be excluded or waived under applicable law.

15. Free Services

Free, promotional, trial, or complimentary Services are generally not covered by this SLA unless the applicable Service description expressly states otherwise.

CubiCloud may discontinue or modify free Services subject to the applicable Terms of Service.

16. Service-Specific SLA

Certain CubiCloud Services or plans may have additional or different SLA commitments.

Where a Service-specific SLA conflicts with this general SLA, the Service-specific SLA will apply to that Service to the extent of the conflict.

17. No Guarantee for Customer Applications

The SLA concerns the availability of CubiCloud's covered infrastructure and Services.

It does not guarantee:

• Minecraft server TPS;
• Plugin availability;
• Mod compatibility;
• Website availability caused by customer code;
• Database performance caused by customer queries;
• Application uptime;
• Customer-managed VPS software;
• DNS propagation;
• Third-party APIs; or
• Performance of software installed or configured by the customer.

18. Force Majeure

CubiCloud will not be responsible for SLA obligations affected by events outside its reasonable control, including circumstances such as:

• Natural disasters;
• Major power-grid failures;
• War or armed conflict;
• Government action;
• Widespread Internet outages;
• Major upstream provider failures;
• Acts of terrorism;
• Civil unrest;
• Pandemics or similar events;
• Significant telecommunications failures; or
• Other extraordinary events beyond reasonable control.

19. SLA Credit Limit

The total SLA credits issued to a customer under this SLA will not exceed the maximum credit applicable to the affected Service for the relevant billing period.

SLA credits do not create an entitlement to monetary compensation beyond the applicable credit.

20. Policy Changes

CubiCloud may update this SLA from time to time to reflect changes to infrastructure, Services, operational practices, or legal requirements.

The latest version will be published on the CubiCloud website with a revised "Last Updated" date.

Changes to SLA commitments will generally apply prospectively unless otherwise required by applicable law.

21. Contact

For SLA questions, uptime verification, or SLA credit requests, please contact CubiCloud through our official support channels.

Website: https://cubicloud.in

Support Portal: https://cubicloud.in/contact

Support Email: [email protected]