Documentation
Support

Support in Cube Cloud

Cube Cloud plans 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 plans

Free

Starter

Premium

PriorityResponse time during support hours
P060 minutes
P14 hours
P28 business hours
P32 business days

Enterprise

PriorityResponse Time during Support Hours
P030 minutes
P12 hours
P28 business hours
P32 business days
  • Enterprise plan 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

PriorityResponse time during support hours
P015 minutes
P11 hour
P28 business hours
P32 business days
  • Enterprise Premier plan 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.