Service Level Agreement (SLA)

1. Overview and Scope

This Service Level Agreement ("SLA") defines PixelAdmin ApS' (CVR 45447588, Falkoner Allé 90, 2000 Frederiksberg, Denmark) operational commitments regarding uptime, support, maintenance, backups, and incident management for the PixelAdmin platform. The SLA forms an integral part of the SaaS Subscription Agreement (the "Agreement") and must be read alongside it, our Data Processing Agreement (DPA), and our Privacy Policy. In the event of a conflict between the SLA and the Agreement, the Agreement takes precedence unless otherwise explicitly stated.

The SLA applies to the production operations of the platform's core services delivered from PixelAdmin's primary EU hosting region (Microsoft Azure, West Europe). It does not apply to Free-tier customer portals, beta or preview features, on-prem components, custom integrations, or third-party services selected by the Customer. Service credits issued under this SLA constitute the Customer's sole and exclusive remedy for availability failures, subject to mandatory rights under Danish law.

2. Definitions

Service Month: A calendar month during which the Customer maintains an active, paid subscription to the Service.
Total Time: The total number of minutes in a Service Month.
Excluded Time: Time during which the Service may be unavailable without counting as Downtime, as defined in Section 5 (Exclusions).
Available Time: Total Time minus Excluded Time.
Downtime: Continuous periods of at least five (5) minutes where the platform's core services are unavailable as measured from PixelAdmin's edge (Azure Front Door) and confirmed by at least two independent synthetic checkpoints. Core services include login (Azure AD B2C), the primary studio and customer portal interfaces, asset uploads and downloads, critical API endpoints, and the workflow engine.
Monthly Uptime Percentage: ((Available Time − Downtime) ÷ Available Time) × 100, rounded to two decimal places.
Severity Level (Sev 1-4): Classification of support incidents based on business impact, per Section 8.
RPO (Recovery Point Objective): The maximum amount of data, measured in time, that can be lost between the most recent recoverable backup and an incident.
RTO (Recovery Time Objective): The maximum time allowed from the declaration of a major incident until the Service is restored to normal operations.
Sub-processor: A third party utilized by PixelAdmin to deliver parts of the Service, including Microsoft Azure, Google (Vertex AI), and Stripe (payments).

3. Uptime Targets per Subscription Tier

PixelAdmin strives for maximum availability within the parameters allowed by our cloud providers. The binding uptime target depends on the Customer's subscription tier and is calculated per Service Month:

Starter: 99.5% Monthly Uptime Percentage (equivalent to a maximum of approx. 3 hours and 40 minutes of Downtime per month).
Professional: 99.9% Monthly Uptime Percentage (equivalent to a maximum of approx. 43 minutes and 12 seconds of Downtime per month).
Business: 99.9% Monthly Uptime Percentage with elevated service credits, per Section 6.
Enterprise: 99.95% Monthly Uptime Percentage (equivalent to a maximum of approx. 21 minutes and 36 seconds of Downtime per month), including an elevated credit cap and coverage for specific sub-processor outages, per Section 5.4.

Note on Asynchronous Processes: Delays in asynchronous background jobs (e.g., queue times for AI tagging via Vertex AI, large export package generation, or batch video conversion) are not considered Downtime, provided the platform's primary interfaces, login, and critical APIs remain available. Such jobs are subject to separate performance targets detailed in the Service documentation.

4. Measurement, Monitoring, and Status Page

Availability is continuously monitored by PixelAdmin via Azure Application Insights availability tests and synthetic probes placed behind Azure Front Door. Probes run at least every five (5) minutes from a minimum of three independent geographical locations within the EU. An endpoint is only considered down if two or more probes register a failure within the same five-minute window, minimizing false positives caused by isolated network glitches.

The measurement boundary is PixelAdmin's edge—not the Customer's internet connection, local network, browser extensions, VPN, ISP, or DNS resolver. The Customer acknowledges that failures outside PixelAdmin's sphere of control cannot be classified as Downtime under this SLA.

Current operational status, ongoing incidents, planned maintenance, and historical uptime reports are published on our status page at [status.pixeladmin.com]. Customers can subscribe to email or webhook updates directly from the status page. The monthly uptime report is made available no later than the 10th business day of the following month and serves as the authoritative source for calculating the Monthly Uptime Percentage.

5. Exclusions from Downtime

The following periods and events do not count as Downtime and are excluded from the Monthly Uptime Percentage calculation:

5.1. Maintenance

Planned maintenance announced in accordance with Section 9 and executed within the agreed maintenance window. Emergency maintenance to address critical security vulnerabilities where advance notice is not commercially feasible.

5.2. Force Majeure and Matters Beyond Control

Natural disasters, war, terrorism, strikes, lockouts, general internet disruptions, BGP irregularities, certificate authority outages, large-scale DDoS attacks, and other extraordinary circumstances beyond PixelAdmin's reasonable control.

5.3. Customer's Own Actions

Failures caused by the Customer's actions or omissions, including integration misconfigurations, suspension due to non-payment, Acceptable Use Policy violations, the use of unsupported browser versions, or issues with the Customer's local network, firewall, ISP, DNS, VPN, or proxy.

5.4. Sub-processor Outages

Outages experienced by sub-processors PixelAdmin relies on to deliver specific features, including Google Vertex AI (AI features), Stripe (payment processing), and email, SMS, or notification providers. For Starter, Professional, and Business tiers, such outages constitute Excluded Time. For the Enterprise tier, the SLA covers the Service's core functionality even during sub-processor outages, although AI and notification-specific features remain excluded while the sub-processor is down.

5.5. Beta and Preview Features

Features marked as beta, preview, early access, experimental, or similar in the Service or documentation are provided without availability commitments, pursuant to Section 14.

6. Service Credits

If the Monthly Uptime Percentage for a Service Month drops below the committed target for the Customer's subscription tier, the Customer is eligible to request a service credit. This is calculated as a percentage of the monthly subscription fee for the affected plan (excluding one-time fees, professional services, AI Credit usage, storage overages, and taxes):

6.1. Standard Credit Ladder (Starter, Professional)

Below target and down to 99.0%: 10% of the monthly subscription fee.
Below 99.0% and down to 95.0%: 25% of the monthly subscription fee.
Below 95.0%: 50% of the monthly subscription fee.

6.2. Elevated Credit Ladder (Business, Enterprise)

Below target and down to 99.0%: 15% of the monthly subscription fee.
Below 99.0% and down to 95.0%: 30% of the monthly subscription fee.
Below 95.0% and down to 90.0%: 50% of the monthly subscription fee.
Below 90.0%: 100% of the monthly subscription fee.

The total service credit that can be earned for a single Service Month can under no circumstances exceed 100% of the monthly subscription fee for the affected plan in that month.

7. Claims, Payouts, and Exclusive Remedy

Service credit claims must be submitted in writing to [sla@pixeladmin.com] no later than thirty (30) calendar days after the end of the affected Service Month. The claim must include the Customer's organization name, subscription ID, the affected time period(s), and a brief description of the observed impact. PixelAdmin will verify the claim against telemetry from Application Insights and the status page, and respond within ten (10) business days.

Approved service credits are applied to the next regular invoice following approval, or — if the Agreement has been terminated — as part of a final settlement within thirty (30) days. Service credits cannot be exchanged for cash, transferred to other customers, or applied to products other than the subscription to which the credit applies. Service credits are contingent upon the Customer not being in material breach, including having no overdue unpaid invoices.

Service credits under this SLA constitute the Customer's sole and exclusive remedy against PixelAdmin for any failure to meet availability and service targets. This does not limit any non-waivable rights under mandatory Danish law or PixelAdmin's liability in accordance with the limitation of liability in the SaaS Subscription Agreement.

8. Support, Severity Levels, and Response Times

Support is provided via our helpdesk at [support@pixeladmin.com] and the customer portal's support module. Sev 1 incidents can also be escalated via the dedicated on-call phone line for Enterprise customers, where agreed. Standard business hours are Monday–Friday, 09:00–17:00 Danish time (CET/CEST), excluding Danish public holidays.

8.1. Severity Levels

Sev 1 — Critical: The Service is completely unavailable or suffers a total loss of core functionality for all or almost all of the Customer's users; no workaround available.
Sev 2 — High: A major business-critical feature is unavailable or severely degraded (e.g., uploads, exports, approval workflows), but parts of the platform remain functional.
Sev 3 — Normal: Minor issue with a reasonable workaround, or a feature behaves intermittently without significant business impact.
Sev 4 — Low: Cosmetic defects, documentation questions, general inquiries, and feature requests.

8.2. Initial Response Targets

Starter: Sev 1: 8 business hours · Sev 2: 1 business day · Sev 3: 2 business days · Sev 4: 5 business days.
Professional: Sev 1: 4 business hours · Sev 2: 8 business hours · Sev 3: 1 business day · Sev 4: 3 business days.
Business: Sev 1: 2 business hours · Sev 2: 4 business hours · Sev 3: 8 business hours · Sev 4: 2 business days.
Enterprise: Sev 1: 1 hour, 24/7 · Sev 2: 2 hours during standard business hours · Sev 3: 4 business hours · Sev 4: 1 business day.

Initial response targets represent an acknowledgment of the request and the initiation of diagnostics — not a guaranteed resolution time. PixelAdmin works continuously on Sev 1 and Sev 2 incidents until a workaround or final resolution is implemented. The Customer is expected to cooperate reasonably with diagnostics, including providing reproduction steps, browser logs, and affected user/project IDs.

9. Planned and Unplanned Maintenance

The standard maintenance window is Saturday, 02:00–06:00 Danish time (CET/CEST). During this window, parts of the Service may be fully or partially unavailable. PixelAdmin strives to perform updates without noticeable Downtime via rolling deployments, but reserves the right to use this window if necessary.

Planned maintenance expected to cause actual unavailability will be announced on the status page at least seven (7) calendar days in advance. Enterprise customers additionally receive advance notice via email at least fourteen (14) calendar days prior to major changes that could impact integrations or workflows.

Emergency maintenance outside the standard window may be initiated without prior notice if necessary to mitigate a critical security, integrity, or stability risk. Such events will be communicated on the status page as soon as possible and documented afterward in a brief incident report.

10. Backup, RPO, and RTO

Customer content is stored in Azure Cosmos DB (structured data) and Azure Blob Storage (binary assets), both configured with geo-redundant storage (GRS/RA-GRS) within the EU. Backups and point-in-time restore (PITR) functionality are enabled for databases, and blob versioning is enabled for asset storage.

RPO: Maximum 24 hours for Starter, Professional, and Business. Maximum 1 hour for Enterprise via point-in-time restore.
RTO: Maximum 8 hours for Starter, Professional, and Business during a major incident. Maximum 4 hours for Enterprise.
Retention Period: Backups are retained for a minimum of 30 days. Enterprise customers can opt for extended retention.
Recovery Testing: PixelAdmin conducts documented recovery testing at least once annually and shares the results upon request under confidentiality.

Recovery of individual objects deleted by mistake by the Customer's own users is handled as a support request and is subject to the platform's functional framework for the recycle bin and versioning. Backups are not a substitute for the Customer's own data exports.

11. Disaster Recovery and Data Residency

PixelAdmin's primary operating region is Microsoft Azure West Europe (Netherlands). The secondary region for failover in the event of a regional disaster is Azure North Europe (Ireland). Both regions are located within the EU/EEA, ensuring that data residency for Customer Content is maintained in all disaster recovery scenarios. Customer Content is not replicated outside the EU.

Failover can be initiated manually by PixelAdmin in the event of a prolonged regional outage. The failover procedure is tested at least annually, and the result is documented in the internal resilience report, which is available to Enterprise customers under confidentiality upon request. After failover, failback to the primary region is performed as soon as it is stable.

12. Operational Resilience (NIS2)

PixelAdmin maintains an information security management system with controls for risk management, incident management, vulnerability management, vendor management, access control, and business continuity, designed in accordance with the requirements of the NIS2 Directive (EU 2022/2555) as implemented in Danish law. Security incidents with a significant impact are reported to the Customer without undue delay and no later than the deadlines following applicable law and the Agreement's DPA.

13. Switching and Data Portability (EU Data Act)

In accordance with Regulation (EU) 2023/2854 (Data Act), PixelAdmin maintains the availability of the Service during a switching period initiated by the Customer. The Customer retains access to export Customer Content in open, machine-readable formats and can maintain full use of the Service during the notice period as long as the subscription fee is paid.

Detailed procedures for extraction, formats, support, and gradual phase-out are described in the SaaS Subscription Agreement and in our export documentation. Any switching fees are settled in accordance with the schedules and caps prescribed by the Data Act.

14. Beta and Preview Features

Features marked as beta, preview, early access, experimental, or early are exempt from all availability obligations, support response times, and credit mechanisms in this SLA. Such features may be significantly changed or removed without notice, and the Customer uses them at their own risk. Incidents related solely to beta features do not qualify for service credit, even where a Sev 1 or Sev 2 classification might be justified relative to other parts of the Service.

15. Changes to the SLA

PixelAdmin may update this SLA from time to time to reflect changes in underlying infrastructure, regulation, or best practices. Material changes that adversely affect the Customer's rights are notified at least thirty (30) calendar days before taking effect via email to the Customer's administrative contact and an announcement on the status page. The Customer has the right to object to material adverse changes as described in the SaaS Subscription Agreement.

16. Contact

Questions regarding this SLA, service credit claims, or reporting requests can be directed to:

PixelAdmin ApS
Falkoner Allé 90, 2000 Frederiksberg, Denmark
CVR 45447588
Service Credit Claims: [sla@pixeladmin.com]
Support: [support@pixeladmin.com]
Status Page: [status.pixeladmin.com]