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Cubewise Sofware Service Legal Agreement (SLA)

Cubewise Sofware Service Legal Agreement (SLA)

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This Software Support Service Level Agreement (SLA) describes the support services provided by Cubewise Software Ltd for the following products:
Pulse, Arc, Slice, and PowerConnect.

It defines service scope, service hours, target response and resolution times, escalation paths, and mutual responsibilities between Cubewise Software Ltd and [Client Name].

For IT / Security reference, see:
Cubewise Sofware Service Legal Agreement (SLA)

1. Introduction

This Software Support Service Level Agreement (SLA) outlines the software support services provided by Cubewise Software Ltd to [Client Name] for the following products:

  • Pulse

  • Arc

  • Slice

  • PowerConnect

This document sets expectations regarding service levels, incident handling, and responsibilities of both parties.

2. Objectives

The objectives of this SLA are to:

  • Ensure continuous software availability and performance.

  • Provide efficient and timely support, including resolution of reported issues.

  • Define the scope of services and mutual responsibilities.

  • Establish clear response and resolution targets based on incident priority.

3. Definitions

For the purposes of this SLA:

  • Incident
    An unplanned interruption to a service or a reduction in the quality of a service (e.g., errors, failures, degraded performance).

  • Service Request
    A request for information, advice, configuration change, or non-defect-related assistance (e.g., “how to” questions, minor configuration updates, or enhancement requests).

  • Business Hours
    Monday to Friday, 9:00 AM – 6:00 PM (local time), excluding local public holidays, unless otherwise agreed in writing.

  • Priority Level
    A classification assigned to an incident based on its business impact and urgency (Critical, High, Medium, Low), as further described in this SLA.

4. Scope of Support

Cubewise Software Ltd will provide support for the following areas:

  • Incident Management

    • Logging and tracking of incidents.

    • Prioritization based on impact and urgency.

    • Investigation, diagnosis, and resolution or workaround.

  • Problem Management

    • Root cause analysis for recurring or significant incidents.

    • Recommendations and actions to prevent recurrence where feasible.

  • Request Fulfilment

    • Handling of service requests related to supported products.

    • Assessment and handling of enhancement requests in accordance with Cubewise’s product roadmap and policies.

This SLA applies only to supported versions of Pulse, Arc, Slice, and PowerConnect as defined by Cubewise Software’s product lifecycle policies.

5. Service Hours

  • Regular Support

    • Available during Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (local time).

  • Emergency Support (Critical Incidents Only)

    • 24/7 availability for incidents classified as Critical (e.g., complete production outage with no workaround).

Details of how to access emergency support will be provided during onboarding or via the Cubewise support portal.

6. Incident Priorities

Incidents are classified according to the following priority levels:

  • Critical (P1)

    • Complete loss of a production service with no workaround available, causing major business impact.

  • High (P2)

    • Significant degradation of a production service where a workaround may exist but business operations are severely affected.

  • Medium (P3)

    • Partial loss or degradation of non-critical functionality, or issues with a reasonable workaround available.

  • Low (P4)

    • Minor issues, cosmetic problems, or general questions that do not materially impact business operations.

Cubewise Software Ltd and [Client Name] will jointly agree on the appropriate priority level at the time the incident is logged, and this may be re-classified during the lifecycle of the incident if impact or urgency changes.

7. Target Response and Resolution Times

The following targets apply during Business Hours:

Priority Level

Target Initial Response Time

Target Resolution / Workaround Time*

Priority Level

Target Initial Response Time

Target Resolution / Workaround Time*

Critical (P1)

1 hour

4 hours

High (P2)

2 hours

8 hours

Medium (P3)

4 hours

1 business day

Low (P4)

8 hours

2 business days

*“Resolution / Workaround” means either a permanent fix or a suitable temporary workaround that mitigates the business impact. These are targets, not guarantees, and are dependent on factors such as timely information from the client and the complexity of the issue.

8. Escalation Process

If an issue is not progressing satisfactorily, the following escalation steps apply:

  1. Step 1 – Log a Ticket with the Support Desk

  2. Step 2 – Escalate to Your Cubewise Account Manager

    • If you believe the incident requires urgent attention beyond normal handling, escalate to [Cubewise Account Manager].

Further internal escalation within Cubewise Software Ltd will be managed by our support management and product teams as required.

9. Performance Metrics

To measure the effectiveness of the support service, Cubewise Software Ltd will monitor and may report on the following metrics:

  • Incident Resolution Rate
    Percentage of incidents resolved within target times.

  • Customer Satisfaction
    Feedback from [Client Name] following support interactions (where applicable).

  • System Uptime / Availability
    Where relevant and measurable for Cubewise-managed components.

These metrics may be shared periodically with [Client Name] and reviewed during scheduled review meetings.

10. Responsibilities

10.1 Cubewise Local Office

The Cubewise local office is responsible for:

  • Acting as the first level of support for all incidents and service requests from [Client Name].

  • Triaging incoming issues to determine their nature, priority, and required actions.

  • Gathering relevant information and diagnostic logs from the client to facilitate effective troubleshooting.

  • Attempting initial diagnosis and resolution where possible.

  • Escalating incidents to the Cubewise Software team if additional expertise or product-level intervention is required, providing all gathered information and context.

10.2 Cubewise Software Ltd

Cubewise Software Ltd will:

  • Provide timely and professional support services in line with this SLA.

  • Maintain and release software updates, patches, and fixes for supported versions.

  • Communicate clearly regarding incident status, planned maintenance, and significant product changes.

  • Provide access to documentation and knowledge base resources where available.

  • Support the Cubewise local office with advanced troubleshooting and product-level expertise as needed.

10.3 [Client Name]

[Client Name] will:

  • Report incidents and service requests promptly via the agreed support channels.

  • Provide sufficient information, logs, screenshots, and access (as applicable) to enable effective troubleshooting.

  • Ensure that Cubewise-supported products are installed and configured in accordance with Cubewise documentation and recommended practices.

  • Adhere to the processes and escalation paths defined in this SLA.

11. Review and Reporting

  • Regular Reviews

    • Monthly (or otherwise agreed) review meetings may be held to discuss service performance, open issues, and opportunities for improvement.

  • Support Reporting

    • Cubewise Software Ltd may provide periodic reports on:

      • Number and type of incidents raised.

      • Performance against target response and resolution times.

      • Trends and recurring issues, along with recommended remedial actions.

12. Exclusions

This SLA does not cover:

  • Issues arising from unsupported versions of Cubewise products, or from versions that have reached end-of-life under Cubewise’s product lifecycle policy.

  • Problems caused by third-party software, infrastructure, or services not supplied or managed by Cubewise Software Ltd (e.g., operating systems, databases, cloud platforms, network connectivity).

  • Issues resulting from unauthorised modifications to Cubewise software, including custom code, scripts, or integrations not approved or documented by Cubewise.

  • Incidents caused by misconfiguration or non-recommended deployment patterns that deviate from Cubewise installation and configuration guidelines.

  • General consulting, training, or implementation services beyond standard support, unless covered by a separate agreement.

  • Performance or availability issues attributable to hardware resource constraints, capacity limitations, or infrastructure changes made by the client or third parties.

Where an issue is determined to fall under these exclusions, Cubewise Software Ltd may, at its discretion, offer assistance on a time-and-materials or separately agreed basis.

13. Agreement Validity and Renewal

  • This SLA is valid from [Start Date] to [End Date].

  • Renewal terms will be agreed between Cubewise Software Ltd and [Client Name] at least 30 days prior to expiration, unless otherwise specified in the overarching contract or master agreement.

Any changes to this SLA (including scope, targets, or responsibilities) must be agreed in writing by both parties.

14. Contact Information