Provider: 1PIXEL APP — www.1pixel.app

This Service Level Agreement ("SLA") outlines the performance standards, service availability commitments, and support processes applicable to all customers receiving services from 1PIXEL APP. This SLA is incorporated by reference into the general Terms of Service and is for informational purposes only. It does not supersede or replace any individually negotiated agreement.

1. Scope of Services

This SLA applies to website hosting services offered through 1PIXEL APP, hosted on Google Cloud Platform (GCP). It does not apply to custom development or consulting services, third-party add-ons or integrations, or downtime caused by scheduled maintenance or force majeure events.

2. Service Performance Commitments

1PIXEL APP guarantees a minimum monthly uptime of 99.5% for core hosting services, excluding scheduled maintenance and events beyond reasonable control.

Support is available 24/7 via email: support@1pixel.app

• Critical issues: response within 24 hours, resolved within 1 business day
• Non-critical issues: response and resolution within 2–3 business days

Planned maintenance will be communicated in advance. Unplanned outages are minimised through proactive monitoring and infrastructure redundancy.

3. Service Credits

1PIXEL APP does not offer financial compensation or service credits for unmet performance targets. This SLA is informational and does not constitute a contractual guarantee of uptime, compensation, or remedy unless otherwise agreed in writing.

4. Monitoring & Reporting

Internal monitoring systems track service uptime, issue resolution, and support response times. Reports are reviewed monthly by the internal team and are not shared with customers.

5. Issue Handling & Escalation

Customers should report any service issues via email to support@1pixel.app. If unresolved, follow up after 24 hours. Escalations are handled directly by the 1PIXEL APP leadership team.

6. SLA Review & Updates

This SLA is reviewed biannually. Any updates will be communicated via the platform interface at least 30 days in advance.

7. Legal & Dispute Resolution

This SLA is governed by the laws of Romania. Disputes should first be addressed through informal negotiation; if unresolved, they shall be settled under the applicable jurisdiction via arbitration or the appropriate court.

8. Additional Provisions

This SLA is a summary of service expectations and does not override the Terms of Service. It does not constitute a legally binding commitment to service credits or liability for downtime unless explicitly agreed in a signed agreement.