Service Level Agreement

Your screens don’t go dark when our cloud does

This matters more than the numbers below. PixelFlow Studio players cache their content and play offline, so in the event of a dashboard outage your screens carry on showing their current playlist without interruption — nobody walking past would know.

This SLA therefore covers the availability of the management dashboard and API — the place you log in to run your fleet — not the playback on your screens, which keeps going regardless.

1. Definitions

“Service Availability” in a calendar month is calculated as:

(Total Minutes in month − Total Minutes of Downtime) ÷ Total Minutes in month × 100

“Downtime” means a period in which the management dashboard or API is materially inoperative for all paid customers due to a fault within our reasonable control — it does not include any of the situations listed in section 4.

2. Availability commitment

We use commercially reasonable efforts to keep the management dashboard available at 99.9% Service Availability or better in each calendar month for paid plans. Where we fall below that and the cause is within our control, you may claim a service credit as set out below.

Service credits are applied against a future invoice — they are not cash refunds, have no cash value, and cannot be transferred or exchanged. They are your sole and exclusive remedy for any failure to meet the availability target. The total of all service credits we issue you in any 12-month period will not exceed one month’s fees.

3. Support response targets

For paid plans, we aim to respond to support requests within the following targets. Targets depend on how severe the issue is and on your plan’s support level (response time, not resolution time):

Enterprise customers may agree faster, dedicated targets in their contract.

4. Exclusions

This SLA does not apply to any unavailability caused by:

• outages of the third-party infrastructure we build on — our hosting, database, CDN or other upstream providers — which are outside our control;
• scheduled maintenance, for which we give at least 2 business days’ notice (see section 6);
• the public internet, your internet connection, or anything beyond our own network;
• your own equipment, network or configuration, or use of the Service outside these terms or our Terms of Service;
• force-majeure events beyond our reasonable control; and
• suspension for non-payment or breach of the Terms of Service.

5. Claiming a service credit

To claim, email support@pixelflow-studio.com within 30 calendar days of the end of the affected month, with the dates and times of the Downtime. Your account must be active and paid up to date to be eligible. We measure availability using our own monitoring, which is the authoritative record; once we confirm a shortfall, we apply any credit due against a future invoice.

6. Maintenance notices

We announce planned maintenance by email and on our status page ahead of time, and aim to schedule it outside core business hours where practical.