Service Level Agreement

This Service Level Agreement ("SLA") is part of the agreement between Destm Technologies Pvt Ltd ("Destm Technologies," "we," "us," or "our") and the Customer for the CuberIQ platform. This SLA applies to Customers on Pro and Enterprise plans and defines the service availability commitments, support response times, and remedies in the event of service disruptions. This SLA does not apply to the free Starter plan.

1. Service Commitment

Destm is committed to providing a highly available, reliable, and performant content platform. We invest heavily in redundant infrastructure, automated failover, proactive monitoring, and continuous improvement to ensure CuberIQ meets the demanding requirements of enterprise content operations. This SLA represents our commitment to maintaining the high service standards that our customers depend on for their mission-critical content workflows.

2. Uptime Guarantee

CuberIQ guarantees the following monthly uptime percentages for the core platform services:

• Enterprise Plan: 99.99% monthly uptime (equivalent to approximately 4.3 minutes of downtime per month).
• Pro Plan: 99.9% monthly uptime (equivalent to approximately 43.8 minutes of downtime per month).

The uptime guarantee applies to the following core services: Content Management API, Content Delivery API (CDN), Asset Management Service, Authentication and Authorization Service, and the CuberIQ Dashboard. Uptime is calculated as total minutes in the calendar month minus downtime minutes, divided by total minutes in the calendar month.

3. Measurement Methodology

Service availability is measured using the following methodology:

• Monitoring: We use independent, third-party monitoring services (Datadog, Pingdom) to measure API availability from multiple geographic regions at 60-second intervals.
• Downtime Definition: Downtime is defined as any period during which the error rate for core API endpoints exceeds 5% of total requests, or the average response time exceeds 10 seconds for a continuous period of at least 5 minutes.
• Status Page: Real-time service status is published at status.cuberiq.com, which provides current and historical uptime data, incident reports, and maintenance notifications.
• Monthly Reports: Enterprise customers receive a monthly Service Level Report detailing uptime metrics, incident summaries, and performance statistics.

4. Service Credits

If CuberIQ fails to meet the applicable uptime guarantee in any calendar month, affected Customers are eligible for service credits as follows:

Service credits are applied to the Customer's next billing cycle and are not redeemable for cash. The maximum total service credit for any calendar month shall not exceed 100% of the monthly subscription fee. To claim a service credit, the Customer must submit a request within 30 days of the end of the affected month by contacting [email protected].

5. Exclusions

The uptime guarantee does not apply to service disruptions caused by:

• Planned maintenance windows, provided that Destm gives at least 72 hours advance notice (see Section 8).
• Force majeure events including natural disasters, acts of war or terrorism, pandemics, government actions, or widespread internet outages beyond our control.
• Customer actions or configurations, including misconfigured API integrations, excessive API calls beyond rate limits, or Customer-side network issues.
• Third-party service failures, including DNS provider outages, CDN partner disruptions, or payment processor downtime, where such failures are outside our reasonable control.
• Features designated as "Beta" or "Preview," which are not covered by this SLA.
• Abuse or unauthorized use of the Service in violation of the Terms of Service.

6. Support Response Times

Destm provides technical support for all paid plans. Issues are classified by severity, with corresponding response time commitments:

Response times are measured from the time the support ticket is submitted through our official support channels. Enterprise customers have access to 24/7 support, while Pro plan support is available during business hours (Monday through Friday, 6:00 AM to 8:00 PM Pacific Time).

7. Escalation Procedures

If an issue is not resolved within the committed response time, or if the Customer is not satisfied with the progress of resolution, the following escalation path is available:

• Level 1 – Support Engineer: Initial triage and resolution attempt by our frontline support team.
• Level 2 – Senior Engineer: Escalation to a senior engineer or subject matter expert for complex technical issues.
• Level 3 – Engineering Manager: Engagement of the engineering management team for persistent or high-impact issues.
• Level 4 – VP of Engineering: Executive escalation for critical issues affecting multiple customers or requiring architectural changes.

Enterprise customers are assigned a dedicated Technical Account Manager (TAM) who serves as a single point of contact and can initiate escalations directly. Customers may request escalation at any time by contacting [email protected].

8. Planned Maintenance

Destm performs planned maintenance to ensure the ongoing reliability, security, and performance of the CuberIQ platform. Our maintenance practices include:

• Maintenance Windows: Planned maintenance is scheduled during low-traffic periods, typically between 2:00 AM and 6:00 AM Pacific Time on Sundays.
• Advance Notice: Customers will receive at least 72 hours advance notice of planned maintenance via email and through the status page at status.cuberiq.com.
• Zero-Downtime Deployments: The majority of platform updates are performed using rolling deployments that require no downtime. Only infrastructure-level changes (such as database migrations or network reconfiguration) may require brief maintenance windows.
• Emergency Maintenance: In the rare event that emergency maintenance is required to address a critical security vulnerability or prevent imminent service degradation, we will provide as much advance notice as reasonably possible.

9. Termination

If CuberIQ fails to meet the uptime guarantee for three or more consecutive months, the Customer may terminate the affected Service subscription without penalty by providing 30 days written notice. In such cases:

• The Customer will receive a pro-rata refund for any prepaid fees covering the remaining term of the subscription.
• Destm will provide reasonable assistance for data export and migration to an alternative platform.
• All accumulated service credits that have not yet been applied will be paid out or credited to the Customer.
• This termination right is in addition to, and not in substitution for, any other rights the Customer may have under the Terms of Service or applicable law.

For questions about this SLA, contact us at [email protected] or write to: Destm Technologies Pvt Ltd, Attn: Customer Success, 123 Innovation Drive, Suite 400, San Francisco, CA 94105.