Service Commitments
Service Level Agreement
This Service Level Agreement (SLA) defines the service standards, availability commitments, support response targets, and performance expectations applicable to Think Pixel's standard service packages.
The purpose of this SLA is to provide clients with clear expectations regarding service availability, support, and operational performance.
Last updated:
Uptime Guarantee
Think Pixel provides a 99.9% monthly uptime commitment for applicable hosted services.
Scheduled maintenance windows are excluded from the uptime calculation where they meet the applicable maintenance requirements.
The original SLA specifies that scheduled maintenance will be communicated at least 48 hours in advance.
Emergency maintenance may be performed where reasonably necessary to protect the security, stability, or availability of the service.
Response Times
Support priority levels are handled according to the following targets:
| Priority | Response Target | Resolution Target |
|---|---|---|
| Critical | Within 1 hour | Within 4 hours |
| High | Within 4 hours | Within 24 hours |
| Normal | Within 24 hours | - |
Resolution times may depend on the complexity, nature, severity, and underlying cause of the issue.
Where a complete resolution cannot reasonably be achieved within the stated target, Think Pixel will work toward remediation and provide appropriate updates where applicable.
Support Availability
Technical support is available 24/7 for critical issues through the designated email and emergency support channel.
Standard support hours are:
Monday–Friday, 9:00 AM – 6:00 PM IST.
Support availability may vary for services covered by custom enterprise agreements.
Performance Standards
Think Pixel aims to maintain strong performance across applicable hosted services.
The original SLA identifies the following performance targets:
- Page load times: under 2 seconds
- API response times: under 200ms
- Database query optimization
Actual performance may vary depending on application complexity, infrastructure, network conditions, third-party dependencies, traffic levels, and other factors outside direct control.
Service Credits
Where applicable, service credits may be issued if monthly uptime falls below the stated 99.9% commitment.
The original SLA specifies the following credit structure:
| Monthly Uptime | Service Credit |
|---|---|
| 99%–99.9% | 5% |
| 95%–99% | 10% |
| Below 95% | 25% |
Service credits are subject to the terms, exclusions, and eligibility conditions applicable to the relevant service agreement.
Continuous Improvement
We continuously monitor and improve our infrastructure and service operations.
Performance and reliability metrics are reviewed regularly, with the original SLA specifying monthly performance reviews.
Infrastructure may be upgraded or optimized where necessary to maintain appropriate performance, reliability, security, and scalability.
Contact Support
For SLA-related questions or to report service issues, contact:
Scope of This SLA
This SLA applies to standard Think Pixel service packages.
Custom enterprise agreements may contain different uptime commitments, support arrangements, response targets, performance standards, service credits, or other terms.
Where a signed individual agreement contains terms that differ from this general SLA, the applicable agreement will govern.