Cubiic SLA’s

Application Uptime:

Cubiic guarantees accessibility of the application (application online) 99.95% of every month.

“Downtime” is the total accumulated minutes per month, during which loading and logging in to Cubiic’s web interface is unavailable. A minute is considered unavailable when there is no connectivity between the wider internet and Cubiic’s servers.

Issue Resolution and Response:

The Cubiic Support team classifies issues, various component outages and feature defects according to the severity of the business impact to our customers. Our severity definitions are as follows:

Severity 1 (S1) – A complete “logistics down” situation or single critical system down with high business and/or financial impact. Eg. Consignments cannot be created, freight cannot be dispatched.

Severity 2 (S2) – A major component of the customers’ ability to operate is affected.  Some aspects of the business can continue but its a major problem. Eg. Labels not printing, tracking events not updating

Severity 3 (S3) – The customers’ core business is unaffected but the issue is affecting efficient operation by one or more people. Eg. Labels printing out of order, searching for consignments taking longer than expected

Severity 4 (S4) – The issue is an inconvenience or annoying but there are clear workarounds or alternates. Eg. Needing to refresh the page to retrieve latest tracking update on a consignment

Severity 5 (S5) – The issue is a background or planned task and will be addressed when time permits or on the planned date. Eg. Feature requests

Who determines the priority level of the issue?

The priority level will initially be determined by the Cubiic Support Team. We are very familiar with the requirements of a successful logistics and fulfilment operation and are generally able to make this determination accurately. However, the situation may escalate, or we might get this wrong, so please let us know if you think any issue warrants a different priority level and why.

How do we Determine the Priority Level?

The priority level for a particular job is determined based on the Business Impact of the problem and the perceived urgency as conveyed by the customer.

Issue Resolution and Response SLA’s:

Cubiic Support will guarantee response SLA’s but will not guarantee resolution times. This is because the most severe, disruptive problems (like a cloud service provider outage) can take longest to fix and are often outside the immediate control of our team.

Cubiic Support utilise the following matrix to arrive at a PRIORITY level for determining response SLA’s:

Severity Standard SLA
Severity 1 2 hours to respond
Severity 2 8 hours to respond
Severity 3 16 hours to respond
Severity 4 10 days to respond
Severity 5 Automated ticket response, no SLA

Definition of ‘respond’:

In the context of Cubiic Support SLAs, “respond” means that we will receive and acknowledge your issue, create a ticket and that we have allocated a technical resource to your issue. All response times quoted in the above tables are timed within our business hours which are 9:00am – 5:00PM AEST.