Service Level Agreement
Our commitment to delivering a stable and reliable enterprise infrastructure.
1. Overview
This Service Level Agreement ("SLA") outlines PixelAdmin's commitment to delivering a stable and highly available platform. This SLA is an addendum to our Master Subscription Agreement.
2. Uptime Targets
We guarantee a Monthly Uptime Percentage of at least 99.9%.
"Uptime" covers core functionality, including access to asset storage, the workflow engine, and critical APIs. Downtime is measured by our internal and independent monitoring tools.
Note: Delays in asynchronous processes (e.g., queue times for AI tagging, generating large file formats, or exporting massive batches) are considered not as Downtime under this SLA, provided the platform itself and its primary interfaces remain accessible.
3. Support and Response Times
Support is provided via our helpdesk. Our initial response target for critical issues (System down / Sev 1) is under 2 hours during standard business hours (CET).
- Sev 1 (Critical): The system is completely down for all users. No workarounds.
- Sev 2 (High): Core features are malfunctioning (e.g., inability to upload or export).
- Sev 3 (Normal): General inquiries, non-critical bugs with workarounds.
4. Planned Maintenance
To ensure platform security and performance, we perform continuous updates. Planned maintenance requiring downtime will be announced at least 48 hours in advance and is primarily scheduled outside standard business hours (weekends/nights CET).
5. Service Credits
If the Monthly Uptime Percentage falls below 99.9% in a given calendar month, the Customer is eligible to request a service credit.
- 99.0% - 99.89%: Credit equal to 10% of the monthly subscription fee.
- Below 99.0%: Credit equal to 30% of the monthly subscription fee.
Service credit requests must be submitted in writing to support within 30 days after the end of the applicable month. The service credit will be applied to the next invoice.