Our Service Level Agreements (SLAs) for Professional Customers

Overview

Service Level Agreements (SLAs) are commitments we make to our customers to provide timely and efficient service. This article covers the key components of our SLAs: Turnaround Time, Daily Guarantee of Images (DGI), and Customer Support availability based on your plan.

This article will be divided into 4 main sections

1. Turnaround Time
2. Daily Guarantee of Images (DGI)
3. Customer Support on Professional
4. FAQs

Turnaround Time

Standard order: Next Morning - 9 AM (Monday through Friday)

Expedite - 3 hours: Available (0:00 Monday to midnight Friday (UTC))

1hr Flow Turnaround: Not Available

Rejection Turnaround Time: 5 hours

You can see the turnaround time on each of your specifications.

Daily Guarantee of Images (DGI)

In our production system, we reserve a certain number of images for each Pixelz user that we guarantee will be processed within their standard turnaround time. Our Customer Support and Production teams will review additional images to see how quickly we can deliver them back. Depending on the number of images and our capacity, we may have to extend the deadline by more than 24 hours. In these cases, we will reach out to you to set up an action plan.

The Expedite feature works similarly. We can deliver a certain number of images per day.

Examples: 

• A Professional customer submits an order of 35 images to be expedited. Our system will automatically split the order into two. The first 20 images will be expedited and returned within 3 hours, with the remaining 15 images will be returned within 6 hours.
• Suppose a customer expedites many images exceeding their daily guarantee (x2 and above). In that case, the Customer Support team will work with the Production team to discuss a delivery plan and inform the customer.
• A Professional customer submits an order of 20 images to be expedited, which will use up all of their guaranteed expedited images and 20 of their daily allocated images, bringing the number of images available for the next morning's delivery to 180.

Customer Support on Professional

Our support teams are available to assist you based on the level of your service plan. Here's a breakdown of what each plan offers:

Pixelz Help Center: 24/7 Access. Go to Pixelz Pixelz Help Center

Support channel: Email. Contact our customer support team at professional@pixelz.com 

Support availability: available from Monday to Friday.

Response time: Within 05 hours for all inquiries.

Note: Pixelz currently does not offer phone support as a standard. Phone or meeting support is provided case by case.

FAQs

1. Is there an Upload Deadline?

Yes, but it's extremely generous. From Monday to Thursday, you have until midnight (your time) to upload your images for guaranteed delivery by 9 AM the following day (your time).

Any images uploaded after midnight will be delivered by 9 AM the following morning.

2. What about Weekends?

In case the deadline of your order falls on a weekend, the order will have 24 hours (if the deadline falls on Sunday) or 48 hours (if the deadline falls on Saturday) added to its original deadline and will be delivered on the next Monday.

If you require further information or assistance, please do not hesitate to contact our customer support team at professional@pixelz.com or speak directly with your dedicated Customer Success Manager.

Additionally, we would like to encourage you to share your feedback or comments, as they are highly valued and appreciated. Please feel free to leave your feedback in the comment section below.