Service Level Agreement (SLA)

This Service Level Agreement (SLA) outlines the service commitments, response expectations, and support processes provided by MedCube to its Partners and authorised Users. It defines how incidents are reported and resolved, how responsibilities are shared, and how performance is reviewed.


This SLA forms part of the overall contractual framework between MedCube and the Partner, and is intended to ensure consistent service quality, operational transparency, and mutual accountability.

  1. Definitions

    For the purposes of this SLA the definitions in the MedCube General Terms & Conditions (GTC) apply.

  2. Support Scope and Availability

    1. MedCube provides 1st line support to Users with support rights.

    2. Support is provided 24 hours a day, 7 days a week, 365 days a year (24/7/365).

    3. SLA response and resolution timeframes as stated in clause 5 below are measured in Norwegian business hours: 09:00–17:00 CET, Monday to Friday (excluding public holidays).

  3. Support Channels and Ticket Submission

    1. Issues must be submitted as tickets through the MedCube integrated support channel, available via the MedCube Platform.

    2. Only registered Users with assigned support rights may submit tickets.

    3. Only the Partner’s designated technical contact may submit formal change requests or escalate SLA breaches.

    4. An emergency hotline for reporting Critical severity level issues will be available for the assigned technical contact person.

  4. Ticket Classification

    Tickets will be assigned a severity level by MedCube upon submission, based on impact and urgency:

    1. Critical: Platform completely down or affecting all users.

    2. High: Major features disrupted, causing operational delays.

    3. Medium: Functional degradation that slows down the Platform but does not block use.

    4. Low: Minor issues or general questions.

  5. Response and Resolution Times

    SLA targets by severity level are as follows:

    1. Critical – Respond within 2 hours, expected resolution within 4 hours (business hours).

    2. High – Respond within 4 hours, expected resolution within 6 hours (business hours).

    3. Medium – Respond within 1 business day, expected resolution within 3 business days.

    4. Low – Respond within 2 business days, expected resolution within 5 business days.

  6. Escalation and Oversight

    1. Unresolved tickets exceeding SLA limits may be escalated to MedCube's technical leadership.

    2. Persistent SLA violations will trigger internal review and customer communication.

  7. Optional Reporting

    1. SLA performance summaries and updates will be provided via platform release notes.

    2. Additional reporting may be made available to Partners upon request.

  8. Exclusions and Limitations

    SLA obligations do not apply to:

    1. Scheduled maintenance, provided that at least 72 hours’ prior notice is given.

    2. Failures by third-party providers outside MedCube’s control (e.g., telecom, hosting providers).

    3. Use of outdated or unsupported browser or app versions.

    4. Misuse or unauthorised configuration changes by the Partner.