Service Level Agreement
Last updated August 13, 2026
This Service Level Agreement ("SLA") describes the uptime commitment for eligible PixelForge Cloud Services and the service credits available if we fall short. It applies to active, paid Services in good standing and is subject to the exclusions below.
1. Uptime commitment
We target 99.9% monthly uptime for the control plane (the control panel and API) and for eligible compute Services, measured as the percentage of minutes in a calendar month the Service is available, excluding the exclusions in Section 3.
2. Service credits
If monthly uptime falls below the commitment for an eligible Service, you may request a service credit against future invoices for that Service. Credits scale with the shortfall (for example, a larger credit for lower uptime), are capped at the monthly fee for the affected Service, and are your sole and exclusive remedy for downtime.
3. Exclusions
- Scheduled or announced maintenance windows.
- Factors outside our reasonable control (force majeure, upstream-provider or network outages beyond our infrastructure, DDoS attacks).
- Issues caused by your configuration, code, content, or third-party software.
- Suspension for non-payment or AUP violation.
- Beta, trial, or free Services.
4. Claiming a credit
To request a credit, contact [email protected] within thirty (30) days of the incident with the affected Service and the dates/times of unavailability. Credits are applied to future invoices and are not redeemable for cash.