Service Level Agreement

01When this applies

This Service Level Agreement applies only where it has been agreed in writing as part of an Enterprise contract. It does not apply to the Free, Hobby, Basic or Pro plans, which are provided on the as-is basis set out in the Terms of Service.

It is published here so that a buyer can read the terms before asking for them, rather than after.

02The commitment

We commit to making the PixyScan application available 99.9% of the time in each calendar month, measured as described below.

03How availability is measured

Availability is the percentage of five-minute intervals in the month during which the application responded successfully to requests. An interval counts as unavailable if all requests in it failed for reasons within our control.

• Planned maintenance, announced at least 72 hours in advance, is excluded.
• Failures caused by your systems, your network, or a third party outside our control are excluded.
• Time during which an account is suspended for non-payment or for breach is excluded.
• Slowness of a crawl caused by the target site's own rate limiting, robots.txt or availability is not downtime - the crawler is behaving correctly.

04Service credits

If we miss the commitment in a calendar month, you may claim a credit against the following month's fees:

• Below 99.9% but at or above 99.0% - a credit of 10% of that month's fees.
• Below 99.0% but at or above 95.0% - a credit of 25% of that month's fees.
• Below 95.0% - a credit of 50% of that month's fees.

05Claiming a credit

Email [email protected] within 30 days of the end of the affected month, with the dates and times of the incidents. We will respond within 10 working days.

Service credits are the sole and exclusive remedy for any failure to meet this commitment. Credits are applied against future fees and are not paid in cash.

06Support response targets

Where an Enterprise contract is in place, we target a first response within one working day for normal issues and within four working hours for an incident that makes the service unusable. Support is provided by email during Indian business hours, with a named contact.