Support Policy
This document describes the support services available to QNSP Cloud customers provided by CUI Labs (Pte.) Ltd. ("CUI Labs"), a company incorporated in Singapore (UEN: 202532790K).
Support Policy
This document describes the support services available to QNSP Cloud customers provided by CUI Labs (Pte.) Ltd. ("CUI Labs"), a company incorporated in Singapore (UEN: 202532790K).
This Support Policy is subject to the Terms of Service and the applicable Service Level Agreement.
1. Support Tiers
1.1 Community Support (Free, Dev Starter)
| Attribute | Details |
|---|---|
| Availability | Best effort |
| Channels | Documentation, GitHub Discussions, Stack Overflow (qnsp tag) |
| Response Time | No guaranteed response time |
| Scope | Self-service troubleshooting |
1.2 Standard Support (Dev Pro, Dev Elite)
| Attribute | Details |
|---|---|
| Availability | Business hours (9:00–18:00 SGT, Mon–Fri) |
| Channels | Email, Support Portal |
| Response Time | 24 business hours |
| Scope | Technical issues, configuration guidance |
1.3 Business Support (Business Team, Business Advanced, Business Elite)
| Attribute | Details |
|---|---|
| Availability | Extended hours (8:00–22:00 SGT, Mon–Fri) |
| Channels | Email, Support Portal, Chat |
| Response Time | 4 business hours |
| Scope | Technical issues, architecture guidance, onboarding assistance |
1.4 Enterprise Support (Enterprise Standard, Enterprise Pro)
| Attribute | Details |
|---|---|
| Availability | 24×7 for Severity 1 issues |
| Channels | Email, Support Portal, Chat, Phone |
| Response Time | 1 hour (Severity 1), 4 hours (Severity 2) |
| Scope | Full technical support, architecture reviews, dedicated onboarding |
1.5 Elite Support (Enterprise Elite, Specialized)
| Attribute | Details |
|---|---|
| Availability | 24×7 |
| Channels | All channels + dedicated Slack channel |
| Response Time | 15 minutes (Severity 1), 1 hour (Severity 2) |
| Scope | Full support + named account team, quarterly business reviews |
2. Support Add-Ons
The following support enhancements are available for purchase:
2.1 Priority Support
- Price: $999/month
- Availability: 8×5 (business hours)
- Response Time: 4 hours
- Channels: Dedicated Slack channel, Email, Portal
2.2 Premium Support
- Price: $4,000/month
- Availability: 24×7
- Response Time: 1 hour
- Channels: Dedicated Slack channel, Email, Portal, Phone
2.3 Dedicated Engineer
- Price: $8,000/month
- Response Time: < 1 hour
- Includes: Named engineer, custom development support, architecture consulting
- Availability: 24/7 dedicated support
3. Severity Definitions
| Severity | Definition | Examples |
|---|---|---|
| 1 - Critical | Production system down, complete loss of service, security breach | API returning 5xx for all requests, data breach detected, encryption keys inaccessible |
| 2 - High | Major functionality impaired, significant performance degradation | Intermittent API failures, latency >5x normal, partial service outage |
| 3 - Medium | Minor functionality impaired, workaround available | Non-critical feature unavailable, documentation unclear, minor performance issue |
| 4 - Low | General questions, feature requests, minor issues | How-to questions, enhancement requests, cosmetic issues |
4. Response Time Targets
Response times are measured from ticket submission to first substantive response.
| Severity | Community | Standard | Business | Enterprise | Elite |
|---|---|---|---|---|---|
| 1 - Critical | Best effort | 24h | 4h | 1h | 15min |
| 2 - High | Best effort | 24h | 4h | 4h | 1h |
| 3 - Medium | Best effort | 48h | 8h | 8h | 4h |
| 4 - Low | Best effort | 72h | 24h | 24h | 8h |
Note: Response times are targets, not guarantees, except where explicitly stated in your subscription agreement.
5. Support Channels
5.1 Support Portal
Primary channel for all support requests:
https://cloud.qnsp.cuilabs.io/support
5.2 Email
- General Inquiries: contact@cuilabs.io
- Operations & Reliability: qnsp-ops@cuilabs.io
- Security & Compliance: qnsp-security@cuilabs.io
- Billing & Accounts: qnsp-billing@cuilabs.io
- Developer Experience: qnsp-devrel@cuilabs.io
- 24/7 Incident Escalation: qnsp-incident@cuilabs.io
5.3 Documentation
Self-service resources:
https://docs.qnsp.cuilabs.io
5.4 Status Page
Real-time service status:
https://qnsp.cuilabs.io#overview
6. Creating a Support Ticket
When submitting a support request, include:
- Summary: Brief description of the issue
- Severity: Your assessment of impact (see Section 3)
- Environment: Production, staging, or development
- Tenant ID: Your QNSP tenant identifier
- Request IDs: From API error responses
- Steps to Reproduce: Detailed steps to replicate the issue
- Expected vs. Actual: What you expected and what happened
- Logs/Screenshots: Relevant evidence (redact sensitive data)
7. Escalation Procedure
If your issue is not being resolved satisfactorily:
- Reply to Ticket: Request escalation in your existing ticket
- Account Manager: Contact your assigned account manager (Enterprise tiers)
- Emergency Contact: For Severity 1 issues, use the emergency hotline provided in your onboarding materials
8. Support Scope
8.1 In Scope
- QNSP Cloud service functionality
- API usage and integration guidance
- SDK usage and troubleshooting
- Configuration and best practices
- Performance optimization
- Security configuration
8.2 Out of Scope
- Custom application development
- Third-party integration debugging (beyond QNSP boundaries)
- Customer infrastructure issues
- Training (available separately)
- Consulting beyond standard guidance (available as add-on)
9. Support Hours and Holidays
- Business Hours: 9:00–18:00 Singapore Time (SGT), Monday–Friday
- Extended Hours: 8:00–22:00 SGT, Monday–Friday
- 24×7: Available for Enterprise tiers and Premium Support add-on
Holidays: Support availability may be reduced during Singapore public holidays. Critical (Severity 1) support remains available for 24×7 customers.
10. Disclaimers
-
Support services are provided on a commercially reasonable efforts basis. Response times are targets, not guarantees, except where explicitly stated in a signed enterprise agreement.
-
Support does not include custom development, third-party integration debugging beyond QNSP boundaries, or training (available separately).
-
CUI Labs reserves the right to modify support tiers, response times, and pricing with 30 days' notice to affected customers.
-
This Support Policy is governed by the laws of Singapore.
CUI Labs (Pte.) Ltd.
Registered Office: 552 Ang Mo Kio, Avenue 10, #21-1982, Cheng San Place, Singapore 560552
UEN: 202532790K
Effective Date: February 24, 2026
Document Version: 1.0.0
For support inquiries, contact: contact@cuilabs.io