Service Level Agreement (SLA)

Our commitments for availability, support response, maintenance, and service credits.

Last updated: January 2, 2025

Overview

This Service Level Agreement ("SLA") describes PixelHost service commitments and your remedies if we do not meet these commitments. This SLA applies to active, paid services unless otherwise stated.

Uptime Commitment

PixelHost targets 99.99% monthly uptime for our core hosting infrastructure. Uptime is measured per calendar month and excludes the exceptions listed in this SLA.

Permitted Monthly Downtime

  • 99.99%: up to ~4m 23s
  • 99.9%: up to ~43m 49s
  • 99.5%: up to ~3h 39m

Incident Response Targets

We aim to meet the following initial response and update frequencies:

  • P1 (Critical outage): initial response within 15 minutes, updates every 30 minutes
  • P2 (Degraded service): initial response within 30 minutes, updates every 60 minutes
  • P3 (Minor impact): initial response within 4 business hours
  • P4 (General inquiry): initial response within 1 business day

Scheduled Maintenance

We perform routine maintenance during low-traffic windows. When maintenance is expected to impact availability, we provide at least 24 hours notice via the status page.

  • Emergency maintenance may occur without prior notice to address security or stability risks.
  • Scheduled maintenance windows are excluded from uptime calculations.

SLA Exclusions

The SLA does not apply to downtime or issues caused by:

  • Factors outside PixelHost reasonable control (force majeure, large-scale internet outages)
  • Customer acts or omissions, or usage in violation of the AUP
  • Customer equipment, software, or third-party services
  • Scheduled maintenance with prior notice
  • Beta, trial, or free services without an explicit SLA

Service Credits

If monthly uptime falls below the commitment, you may be eligible for service credits applied to future invoices. Credit tiers:

  • 99.9%–99.99%: 5% of the monthly fee for the affected service
  • 99.5%–99.9%: 10% of the monthly fee for the affected service
  • Below 99.5%: 25% of the monthly fee for the affected service

Credits are the sole and exclusive remedy for SLA breaches and cannot exceed 100% of the monthly fee.

Claim Process

  • Open a ticket within 30 days after the month in which the incident occurred
  • Include dates, times, and impact details; we verify against internal monitoring
  • Approved credits appear on the next billing cycle

Monitoring and Measurement

Uptime and incident data are measured using PixelHost internal monitoring and industry-standard external tools. Only outages confirmed by our systems count toward downtime.

For real-time status and historical uptime reports, visit our status page.

Definitions

  • Downtime: Unavailability of the service resulting in failed requests or inability to access control panels, excluding scheduled maintenance and exclusions.
  • Monthly Uptime Percentage: 100% minus the percentage of minutes of Downtime in a calendar month.
  • Business Hours: 9:00–18:00 local time of the customer-specified region, excluding weekends and holidays, unless otherwise agreed.

Contact and Support

Need help or want to submit a claim? Open a ticket via your account dashboard or email support@phosti.com. For critical incidents, use live chat for the fastest response.