Provider: 1PIXEL APP

Website: 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 applies equally to all customers with an active account.

This SLA is for informational purposes and forms part of the general Terms of Service. It does not supersede or replace any individually negotiated agreement between the customer and 1PIXEL APP.

1. Scope of Services

Covered Services:

This SLA applies to the provision of website hosting services offered through 1PIXEL APP, hosted on the Google Cloud Platform (GCP).

Third-Party Dependencies:

The SLA relies in part on infrastructure provided by GCP. While 1PIXEL APP maintains operational oversight, disruptions caused by third-party infrastructure are outside the provider’s direct control.

Excluded Services:

The SLA does not apply to any:

Custom development or consulting services

Third-party add-ons or integrations

Downtime caused by scheduled maintenance or force majeure events

2. Service Performance Commitments

Uptime Commitment:

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

Support Availability:

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

Response Time Targets:

Critical issues: Response within 24 hours

Non-critical issues: Response within 2–3 business days

Resolution Time Targets:

Critical issues: Resolved within 1 business day

Non-critical issues: Resolved within 2–3 business days

Planned & Unplanned Downtime:

Planned maintenance will be communicated in advance.

Unplanned outages: Unplanned outages are minimised through proactive monitoring and infrastructure redundancy. However, brief interruptions may still occur and are addressed promptly.

Customer Feedback:

While we do not currently conduct structured customer feedback (e.g. surveys, NPS), we are exploring ways to gather it in future service updates.

3. Service Credits

1PIXEL APP does not offer financial compensation or service credits for unmet performance targets. This SLA is informational and outlines the expected service quality, not a contractual guarantee for damages or refunds.

This SLA does not constitute a service warranty and shall not be interpreted as a contractual guarantee of uptime, compensation, or remedy unless otherwise agreed in writing.

4. Monitoring & Reporting

Monitoring Tools:

Internal monitoring systems track service uptime, issue resolution, and support queue response times.

Internal Review Frequency:

Reports are reviewed monthly by the internal team.

Client Reporting:

Reports are currently for internal use only and are not shared with customers.

5. Issue Handling & Escalation

Issue Reporting:

Customers should report any service issues via email to support@1pixel.app.

Escalation Process:

Submit support ticket via email

If unresolved, follow up after 24 hours

Escalation handled directly by the company leadership team

Escalation Responsibility:

Escalations are managed by the 1PIXEL APP company team.

6. SLA Review & Updates

Review Frequency:

This SLA is reviewed biannually to ensure continued relevance and alignment with service capabilities.

Notification of Changes:

Any updates to the SLA will be communicated via the platform/app interface at least 30 days in advance.

7. Legal & Dispute Resolution

Governing Law:

This SLA is governed by the laws of Romania, unless otherwise stated in a signed agreement.

Dispute Resolution:

Disputes should first be addressed through informal negotiation. If mediation fails, the dispute shall be resolved under the jurisdiction outlined in the governing law clause, either via arbitration or in the appropriate court.

8. Additional Provisions

This SLA is intended as a summary of service expectations and operational standards. It does not override any terms outlined in the Terms of Service. This SLA does not constitute a legally binding commitment to service credits, liability for downtime, or compensation unless explicitly stated otherwise in a signed agreement.