Service Level Agreement (SLA)
Last updated: January 2026
1. Introduction
This Service Level Agreement ("SLA") applies to Smolpix Agency plan customers and describes the service commitments for the Smolpix image optimization platform. This SLA is part of your Agency subscription agreement with Smolpix.
2. Service Availability
Smolpix guarantees 99.9% monthly uptime for all Agency plan customers. This means no more than 43.8 minutes of unplanned downtime per month.
Uptime Calculation
Monthly Uptime Percentage = ((Total Minutes - Downtime Minutes) / Total Minutes) × 100
| Uptime % | Max Downtime/Month | Service Credit |
|---|---|---|
| 99.9% - 100% | 43.8 minutes | None |
| 99.0% - 99.9% | 7.3 hours | 10% credit |
| 95.0% - 99.0% | 36.5 hours | 25% credit |
| < 95.0% | > 36.5 hours | 50% credit |
3. Response Time Guarantees
These response time guarantees apply to standard image optimization requests under normal operating conditions.
4. Support Response Times
| Priority | Description | Response Time |
|---|---|---|
| Critical | Service unavailable, data loss risk | 1 hour |
| High | Major feature impaired | 4 hours |
| Medium | Minor feature issue | 24 hours |
| Low | General questions | 48 hours |
5. Exclusions
This SLA does not apply to service issues resulting from:
- •Scheduled maintenance (announced 48+ hours in advance)
- •Force majeure events (natural disasters, war, etc.)
- •Third-party service outages (Webflow, CDN providers)
- •Customer-caused issues (API misuse, rate limit abuse)
- •Beta or preview features
6. Service Credits
How to Request Credits
- 1Submit a credit request to sla@smolpix.io within 30 days of the incident
- 2Include your account email and incident date/time
- 3We will verify the downtime and apply credits to your next billing cycle
Maximum credit per month is 50% of your monthly subscription fee. Credits are not redeemable for cash and expire after 12 months.