Pixeld Service Level Agreement (SLA)
Version 1.0
Last Updated: 01/09/24
1. Definitions
1.1. “Client” refers to the person or entity who has entered into an agreement with Pixeld for services.
1.2. “Service(s)” refers to any product or service provided by Pixeld, including but not limited to website development, digital marketing, branding, and ongoing support services.
1.3. “Support Ticket” refers to an official request for assistance submitted by the Client through Pixeld’s support channels.
1.4. “Downtime” refers to a period when a Client’s service is unavailable due to technical issues directly under Pixeld’s control.
1.5. “SLA” means this Service Level Agreement.
1.6. “Business Hours” refers to Pixeld’s standard operating hours of 8:30 AM – 5:00 PM, Monday to Friday, excluding public holidays.
1.7. “We,” “our,” or “us” refers to Pixeld.
1.8. “You” or “your” refers to the Client receiving services from Pixeld.
2. Our Commitment
2.1. Pixeld is committed to delivering high-quality services and ensuring reliable support for all Clients.
2.2. We aim to provide efficient project delivery, website uptime, and ongoing support in accordance with this SLA.
3. Service Availability & Support
3.1. Pixeld aims for a 99.5% uptime for hosted website services, excluding scheduled maintenance and factors outside our control.
3.2. Response Times: Pixeld will respond to support tickets within the following timeframes:
- Critical Issues (Website Down, Major Functionality Failure) – within 4 business hours.
- High-Priority Issues (Significant Impact on Functionality) – within 1 business day.
- Standard Issues (General Queries, Minor Issues) – within 2 business days.
- New Feature Requests & Enhancements – within 3-5 business days.
3.3. Support is available via phone on 1300 853 983 and email to [email protected].
4. Exceptions
4.1. This SLA does not apply to service interruptions resulting from:
- Scheduled maintenance, which will be communicated at least 48 hours in advance.
- Issues caused by third-party services, including but not limited to hosting providers, payment gateways, or software integrations.
- Client actions or misconfigurations, including unauthorised modifications to website code or settings.
- Force majeure events, such as natural disasters, acts of war, government restrictions, or major cyber-attacks.
5. Website Maintenance & Updates
5.1. Pixeld will perform periodic maintenance, including security updates and performance optimisations, for managed website clients.
5.2. Emergency maintenance may be performed without prior notice if required to prevent security risks or major system failures.
6. Remedies
6.1. If Pixeld fails to meet the service availability commitment of 99.5% uptime, the Client may request a service credit based on the level of downtime experienced:
| Website Availability | Monthly Downtime | Credit Percentage |
|---|---|---|
| 99.5% – 98% | Up to 6 hours | 10% of monthly fee |
| 98% – 95% | 6 – 12 hours | 20% of monthly fee |
| 95% – 90% | 12 – 24 hours | 50% of monthly fee |
| Less than 90% | More than 24 hours | 100% of monthly fee |
6.2. Service credits must be requested by the Client within 10 business days of the reported downtime.
6.3. Service credits do not apply to third-party service failures or Client-induced issues.
7. Client Responsibilities
7.1. The Client must provide accurate and timely information when requesting support or service modifications.
7.2. The Client is responsible for maintaining their login credentials and securing their website data.
7.3. The Client must adhere to Pixeld’s Terms of Service and any terms outlined in a proposal for services.
8. Changes to This SLA
8.1. Pixeld reserves the right to modify this SLA at any time. Changes will take effect 30 days after being posted on our website.
8.2. Continued use of our services after the effective date of any changes constitutes acceptance of the revised SLA.
9. Acceptance
9.1. By engaging in services with Pixeld, the Client acknowledges and accepts this Service Level Agreement.
