Service Level Agreement

This Service Level Agreement (“SLA”) forms part of, and is incorporated into, the Terms of Service (the “Terms”) and applies to the hosting services (“Services”) provided by Pixel Networks Ltd, a company registered in England and Wales under Company No. 17429332, with its registered office at Siu Offices, 4-6 Greatorex Street, London, England, E1 5NF (“we”, “us”, “our”).

2.1. We aim to maintain at least 99.9% network and service availability for each billing month for all hosting services.

2.2. Uptime is measured as the percentage of time the service is available and responding, excluding periods covered by the Scheduled Maintenance and Exclusions sections below.

2.3. If availability falls below the 99.9% target in any billing month, you may be entitled to a service credit as described in the Service Credits section.

3.1. We may perform scheduled maintenance to maintain, upgrade, or secure our infrastructure.

3.2. We will provide reasonable prior notice of scheduled maintenance that is likely to cause downtime via the status page, email, or the MyPixel client area.

3.3. Scheduled maintenance downtime does not count against the uptime guarantee.

4.1. If availability falls below 99.9% in a billing month, excluding the periods described in the Scheduled Maintenance and Exclusions sections, you may request a service credit equal to 5% of that month’s service fee for each full 1% of shortfall, up to 20% of the monthly fee.

4.2. Service credits are applied as a credit against future invoices and are not refundable in cash.

4.3. To claim a credit, open a support ticket from your MyPixel client area within 30 days of the end of the affected billing month, quoting the month and the dates and times of the outage.

5.1. The uptime guarantee does not apply to downtime caused by:

• Scheduled maintenance for which reasonable notice was provided under the Scheduled Maintenance section.
• Circumstances beyond our reasonable control, including but not limited to natural disasters, war, government actions, or internet failures.
• Actions or omissions of you or a third party, including customer-supplied hardware, software, or configurations.
• Failure of third-party networks, upstream providers, or services outside our control.
• Suspension or termination of Services for breach of the Terms or this SLA.
• Beta, trial, or pre-release services not yet covered by production guarantees.

We reserve the right to modify this SLA at any time. We will provide reasonable notice of any material changes. Your continued use of the Services after such changes constitutes acceptance of the modified SLA.

If you have any questions about this SLA, please open a support ticket from your MyPixel client area or contact us through our website.