99.982% Uptime Guaranteed
Enterprise-grade reliability backed by contractual SLA credits. Our Tier III TIA-942 facility delivers consistent performance.
Uptime Commitment
What 99.982% Uptime Means
SLA Credit Schedule
If we fail to meet our SLA, you receive automatic service credits. No claim forms needed.
| Monthly Uptime | Downtime | Service Credit | Applied To |
|---|---|---|---|
| 99.982% — 99.9% | < 43 min | 0% | No credit |
| 99.9% — 99.5% | 43 min — 3.6 hrs | 10% | Next month invoice |
| 99.5% — 99.0% | 3.6 hrs — 7.3 hrs | 25% | Next month invoice |
| 99.0% — 95.0% | 7.3 hrs — 36.5 hrs | 50% | Next month invoice |
| Below 95.0% | > 36.5 hrs | 100% | Full month refund |
Service-Specific SLAs
NVIDIA Rubin R100 NVL72
Real-Time Inference API
Support Response Times
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service down, all users affected | < 15 min | < 1 hour |
| P2 — High | Major feature degraded | < 30 min | < 4 hours |
| P3 — Medium | Minor impact, workaround exists | < 2 hours | < 24 hours |
| P4 — Low | General inquiry, feature request | < 8 hours | < 5 business days |
Infrastructure Guarantees
Power Redundancy
3×5MW Jichai gas generators. 2N UPS. 800VDC distribution. No single point of failure.
Cooling Redundancy
2×8MW ABHM Shuangliang absorption chillers. CDU liquid cooling per rack. N+1 configuration.
Network Redundancy
Dual uplinks from Tier 1 carriers. InfiniBand Quantum-X800 with redundant fabric managers.
Physical Security
Biometric access control. 24/7 security guards. CCTV with 90-day retention. Mantrap entry.
Fire Suppression
FM-200 gas suppression. VESDA early smoke detection. Zoned protection per rack row.
Data Protection
Encrypted at rest (AES-256) and in transit (TLS 1.3). Isolated VLAN per client. Daily backups.
SLA Exclusions
The following are excluded from SLA uptime calculations:
- •Scheduled maintenance windows (communicated 72 hours in advance)
- •Force majeure events (natural disasters, government actions)
- •Client-caused incidents (misconfiguration, exceeding quotas)
- •Third-party service outages outside Qube Compute control
- •Beta or preview services explicitly marked as non-SLA
Legal Framework: This SLA is governed by AIFC English Common Law. Disputes resolved through IAC (International Arbitration Centre) arbitration. Full SLA terms are included in the Master Service Agreement.
Questions About Our SLA?
Request a copy of our full Master Service Agreement or schedule a call with our infrastructure team.