Service Level Agreement
1. Overview
This Service Level Agreement ("SLA") describes the service levels Pixelbase commits to providing for our platform and services. This SLA applies to all paid subscription plans.
2. Service Availability
2.1 Uptime Commitment
Pixelbase commits to maintaining 99.9% uptime for our core platform services, measured on a monthly basis. This means that scheduled and unscheduled downtime will not exceed 43.8 minutes per month.
2.2 Uptime Calculation
Monthly Uptime Percentage = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100
2.3 Exclusions
The following are not counted as downtime:
- Scheduled maintenance with at least 48 hours advance notice
- Emergency maintenance required for security or stability
- Outages caused by factors outside our control (force majeure)
- Issues with third-party services or infrastructure
- Customer-caused issues or misconfigurations
3. Service Credits
If we fail to meet our uptime commitment, you may be eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% - 99.9% | 10% of monthly fee |
| 95.0% - 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To receive a service credit, you must submit a request within 30 days of the end of the affected month by contacting support@pixelbase.app.
4. Support Response Times
We provide support based on issue severity:
| Severity | Description | Initial Response | Update Frequency |
|---|---|---|---|
| Critical | Service completely unavailable | 1 hour | Every 2 hours |
| High | Major feature impaired | 4 hours | Daily |
| Medium | Feature partially impaired | 1 business day | Every 3 days |
| Low | Minor issue or question | 2 business days | As needed |
5. Maintenance Windows
5.1 Scheduled Maintenance
Scheduled maintenance is typically performed during low-usage periods (Sundays 2:00 AM - 6:00 AM UTC). We provide at least 48 hours advance notice via email and status page.
5.2 Emergency Maintenance
Emergency maintenance may be required for critical security updates or stability issues. We will provide as much notice as possible and post updates on our status page.
6. Performance Standards
We target the following performance benchmarks:
- API response time: < 200ms (95th percentile)
- Page load time: < 3 seconds (95th percentile)
- Database query time: < 100ms (95th percentile)
7. Data Backup
- Automated daily backups with 30-day retention
- Point-in-time recovery capability
- Geographically redundant backup storage
- Annual backup restoration testing
8. Status Page
Real-time service status and incident updates are available at www.pxb.app/status-page. You can subscribe to receive notifications about service disruptions.
9. Limitations
This SLA does not apply to free tier accounts, beta features, or services explicitly marked as "preview" or "experimental."
10. Contact
For SLA-related inquiries, please contact support@pixelbase.app.