> ## Documentation Index
> Fetch the complete documentation index at: https://cubed3-feat-druid-driver-streaming.mintlify.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Support in Cube Cloud

> Summarizes support channels, coverage hours, and ticket allowances across Cube Cloud product tiers.

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).

| 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.

## 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]: /docs/introduction

[cube-webinars]: https://cube.dev/events

[cube-slack]: https://slack.cube.dev

[ref-cloud-pricing]: /admin/account-billing/pricing

[ref-free-tier]: /admin/account-billing/pricing#free

[ref-starter-tier]: /admin/account-billing/pricing#starter

[ref-premium-tier]: /admin/account-billing/pricing#premium

[ref-enterprise-tier]: /admin/account-billing/pricing#enterprise