# Support in Cube Cloud

Cube Cloud [product tiers][ref-cloud-pricing] 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][ref-free-tier] offers support via **online resources** such as
[documentation][ref-docs-intro], [webinars][cube-webinars], and [community
Slack][cube-slack].

### Starter

* [Starter product tier][ref-starter-tier] includes support via **online resources** such as
[documentation][ref-docs-intro], [webinars][cube-webinars], and [community
Slack][cube-slack].
* You can also connect with our support team during [support hours](#support-hours)
with **2 support tickets per month** through the in-product chat feature.

### Premium

* [Premium product tier][ref-premium-tier] includes support via **online resources** such as
[documentation][ref-docs-intro], [webinars][cube-webinars], and [community
Slack][cube-slack].
* It also includes **either 4 support tickets per month** (on-demand customers)
or **unlimited support tickets** (contract customers) for our support engineers during
[support hours](#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][ref-enterprise-tier] includes support via **online resources** such as
[documentation][ref-docs-intro], [webinars][cube-webinars], and [community
Slack][cube-slack].
* It also includes **unlimited support tickets** for our support engineers during
[support hours](#support-hours) through our in-product chat with faster
response times as compared to the [Premium product tier](#premium-support).

| 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][ref-enterprise-premier-tier] includes support via **online resources** such as
[documentation][ref-docs-intro], [webinars][cube-webinars], and [community
Slack][cube-slack].
* It also includes **unlimited support tickets** for our support engineers during
[support hours](#support-hours) through our in-product chat with faster
response times as compared to the [Enterprise product tier](#enterprise-support).

| 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.


[ref-docs-intro]: /product/introduction
[cube-webinars]: https://cube.dev/events
[cube-slack]: https://slack.cube.dev
[ref-cloud-pricing]: /product/administration/pricing
[ref-free-tier]: /product/administration/pricing#free
[ref-starter-tier]: /product/administration/pricing#starter
[ref-premium-tier]: /product/administration/pricing#premium
[ref-enterprise-tier]: /product/administration/pricing#enterprise
[ref-enterprise-premier-tier]: /product/administration/pricing#enterprise-premier
