Service Level Agreement

Hostelastic Technologies LLP guarantees that the PixelQode application at pixelqode.com will be available to Customer at least 99.9% of the time in any calendar month (the “PixelQode SLA”).

If we do not meet it, and Customer meets its obligations below, Customer is eligible for the Service Credits described here. This document states Customer’s sole and exclusive remedy for any failure by Hostelastic Technologies LLP to meet the PixelQode SLA.

This SLA applies to the Scale, Business and Enterprise plans. Growth are provided without an uptime commitment.

• “Covered Service” means the PixelQode web application and its API served from pixelqode.com: signing in, creating and editing codes, generating and downloading artwork, and reporting.
• “Downtime” means an HTTPS request to a monitored endpoint of the Covered Service returning a status code other than 200, or failing to respond within 30 seconds, more than twice consecutively. Downtime is measured by an independent third-party uptime monitor and published on our status page.
• “Monthly Uptime Percentage” means the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in that month.
• “Service Credit” means a credit against Customer’s next invoice, calculated as a percentage of Customer’s most recent monthly payment, per the table below.

Credits are applied to the next invoice. Customers on annual billing receive the credit against the equivalent monthly value of their subscription. Credits have no cash value and are not refundable.

To receive a Service Credit, Customer must notify us at support@pixelqode.com within thirty (30) days of becoming eligible. The request must identify the dates and times of the Downtime claimed. Failure to comply forfeits the right to that credit.

We will not require Customer to prove the outage. If our monitoring agrees that the Covered Service was down, the credit is issued.

The aggregate maximum Service Credits issued for all Downtime in a single calendar month shall not exceed Customer’s previous monthly payment.

What we do commit to: telling you promptly when our provider is degraded, showing that state honestly in the dashboard rather than rendering an empty chart, and — for Enterprise customers — agreeing a contractual position on redirect availability as part of onboarding.

Static QR codes are unaffected by any of this. They encode their destination directly, resolve without contacting any server, and cannot be taken down by an outage at us or at anyone else.

This SLA does not apply to unavailability caused by:

• The third-party QR resolution described above, or any other service expressly excluded from this SLA.
• Factors outside our reasonable control, including internet or network failures beyond our infrastructure, and events of force majeure.
• Customer’s own equipment, software, or network, or third-party equipment not within our primary control.
• Suspension of Customer’s account for non-payment or for breach of the acceptable use policy.
• Scheduled maintenance, where we have given at least 48 hours’ notice by email. We schedule maintenance outside business hours and aim for under 30 minutes per quarter.
• Beta or preview features identified as such.

Separately from uptime, we commit to these first-response times to support requests sent to support@pixelqode.com during business hours in Kolkata, West Bengal, India:

We may update this SLA. Where a change reduces the commitment, it takes effect at Customer’s next renewal rather than immediately, and we will give at least 30 days’ notice by email.