Service Level Agreement
No reimbursement.
📜 Draft SLA – PixelRaid Hosting (No Reimbursement)
1. Purpose
This Service Level Agreement (“SLA”) sets expectations for service availability provided by PixelRaid Hosting.
2. Service Availability
PixelRaid Hosting aims to provide 99% uptime per calendar month.
Downtime may occur due to third-party host issues, maintenance, or force majeure events.
PixelRaid Hosting does not guarantee uninterrupted service.
3. Remedies
PixelRaid Hosting does not provide refunds or reimbursements for downtime, regardless of duration or frequency.
Customers acknowledge that PixelRaid Hosting resells server space from third-party providers and does not control uptime.
4. Support Response Times
Critical issues: Response within 12 hours.
Major issues: Response within 24 hours.
Standard queries: Response within 24-48 hours.
5. Exclusions
This SLA does not apply to:
Customer misuse or breach of Acceptable Use Policy.
Downtime caused by third-party providers outside PixelRaid Hosting’s control.
Beta or trial services.
6. Governing Law
This SLA is governed by the laws of England and Wales.