Support in Cube Cloud

Cube Cloud product tiers include different levels of support in terms of speed and scope that you should review as you think about what is right for your business.

Support by product tiers

Free

• Free product tier offers support via online resources such as documentation, webinars, and community Slack.

Starter

• Starter product tier includes support via online resources such as documentation, webinars, and community Slack.
• You can also connect with our support team during support hours with 2 support tickets per month through the in-product chat feature.

Premium

• Premium product tier includes support via online resources such as documentation, webinars, and community Slack.
• It also includes either 4 support tickets per month (self-serve customers) or unlimited support tickets (customers with an annual commit) for our support engineers during support hours through our in-product chat.

Priority	Response time during support hours
P0	60 minutes
P1	4 hours
P2	8 business hours
P3	2 business days

Enterprise

• Enterprise product tier includes support via online resources such as documentation, webinars, and community Slack.
• It also includes unlimited support tickets for our support engineers during support hours through our in-product chat with faster response times as compared to the Premium product tier.

Priority	Response Time during Support Hours
P0	30 minutes
P1	2 hours
P2	8 business hours
P3	2 business days

• Enterprise product tier also includes a dedicated customer success manager (CSM) who will provide quarterly reviews, sharing new features and training as well as usage and optimization advice.

Enterprise Premier

• Enterprise Premier product tier includes support via online resources such as documentation, webinars, and community Slack.
• It also includes unlimited support tickets for our support engineers during support hours through our in-product chat with faster response times as compared to the Enterprise product tier.

Priority	Response time during support hours
P0	15 minutes
P1	1 hour
P2	8 business hours
P3	2 business days

• Enterprise Premier product tier also includes a dedicated customer success manager (CSM) who will provide quarterly reviews, sharing new features and training as well as usage and optimization advice.

Support hours

Official support hours are weekdays (Monday through Friday) from 8am ET to 8pm ET. The above response times are only during support hours.

Support priority definitions

We prioritize support requests based on their severity, as follows:

• P0: The platform is severely impacted or completely shut down. We will assign specialists to work continuously to fix the issue, provide ongoing updates, and start working on a temporary workaround or fix.

• P1: The platform is functioning with limited capabilities or facing critical issues preventing a production deployment. We will assign specialists to fix the issue, provide ongoing updates, and start working on a temporary workaround or fix.

• P2: There are issues with workaround solutions or non-critical functions. We will use resources during local business hours until the issue is resolved or a workaround is in place.

• P3: There is a need for clarification in the documentation, or a suggestion for product enhancement. We will triage the request, provide clarification when possible, and may include a resolution in a future update.