Service Level Agreement (SLA)

ThePixel provides managed website hosting services designed to support website availability, security, performance, and ongoing operational reliability.

Hosting infrastructure may be operated by independent third-party providers. ThePixel coordinates hosting services, monitors supported environments, and communicates with infrastructure providers when issues require investigation or resolution.

• Managed website hosting environments
• Hosting infrastructure coordination
• Availability and service incident monitoring
• Scheduled infrastructure maintenance
• Backup services where included in the plan
• Hosting-related technical support

Website content updates, redesigns, SEO, ongoing website management, and other professional services are separate unless specifically included in the client's purchased service plan.

Physical server equipment and supporting hardware are maintained by the applicable hosting infrastructure provider.

Infrastructure components may include physical servers, storage devices, memory, networking equipment, firewalls, and related systems required to operate the hosting environment.

If covered hardware fails, ThePixel will coordinate with the hosting provider to investigate the incident and facilitate restoration of service.

Hardware replacement and restoration timelines depend on the provider's infrastructure, replacement procedures, and applicable service commitments. ThePixel does not independently guarantee a specific hardware replacement time.

Backup services are provided when specifically included in the client's hosting or website management agreement.

Backup frequency, retention periods, storage locations, and recovery procedures may vary by service plan and hosting infrastructure.

• Backup schedules defined by the purchased service plan
• Retention periods determined by the applicable agreement
• Restoration assistance for covered backup services
• Recovery procedures subject to backup integrity and availability

Backups are intended to reduce the risk of data loss but do not guarantee that all data can be recovered following every incident.

Clients remain responsible for maintaining independent copies of business-critical content and data unless a separate agreement expressly assigns that responsibility to ThePixel.

Eligible hosting customers may request a service credit when qualifying hosting availability falls below the monthly availability target.

Monthly availability is calculated using the total minutes in the calendar month, less qualifying unplanned service interruption minutes, divided by the total minutes in that month.

Service credit conditions

• Credits apply only to qualifying hosting service fees.
• Credits exclude website design, management, SEO, development, and other professional services.
• Credits are applied to a future invoice rather than issued as cash refunds.
• Credit requests must be submitted within five calendar days after the qualifying incident ends.
• Accounts must be current and in good standing to qualify.
• Total credits cannot exceed the applicable hosting fees for the affected billing period.

For annually billed hosting services, the monthly hosting fee used in credit calculations is one-twelfth of the annual hosting fee, excluding setup charges, taxes, and separately purchased services.

Credits apply only to the affected hosting service and do not automatically extend or renew the service agreement.

Clients must use hosting services lawfully and in a manner that does not compromise the security, performance, or availability of shared infrastructure.

Prohibited activities include:

• Hosting or distributing unlawful content
• Sending unsolicited bulk email or spam
• Distributing malware or malicious software
• Unauthorized access to systems or networks
• Launching denial-of-service attacks
• Cryptocurrency mining without written authorization
• Activities that materially disrupt hosting infrastructure
• Violating applicable hosting provider acceptable use policies

ThePixel may restrict or suspend services when reasonably necessary to address security threats, unlawful activity, or material violations of this policy, subject to the applicable agreement and law.

Hosting services are billed according to the client's signed service agreement and applicable annual service plan.

Hosting and website management are separate services unless bundled in the signed agreement.

Hosting services generally operate on a 12-month service term with automatic renewal as described in the applicable agreement.

Cancellation requires written notice through ThePixel's contact form using the Service Cancellation option at least seven calendar days before the renewal date, unless the signed agreement states otherwise.

Past-due hosting accounts

ThePixel reserves the right to suspend unpaid hosting services beginning on the invoice due date without an additional grace period, as permitted by the signed agreement and applicable law.

If hosting fees remain unpaid for more than 30 calendar days, ThePixel reserves the right to permanently delete the hosted website, associated data, and backups under its control, subject to written notice before deletion, the signed agreement, and applicable law.

Unpaid website management services may be paused independently without automatically suspending hosting services that have been paid separately.

This Service Level Agreement supplements the signed hosting service agreement and ThePixel's applicable service policies.

If a signed agreement contains specific availability, support, backup, or service credit commitments that conflict with this general SLA, the signed agreement controls to the extent of the conflict, unless otherwise required by law.

ThePixel may update this SLA for future service terms. Material changes affecting existing contractual commitments will be handled according to the signed agreement and applicable law.