Our Service Level Agreements (SLAs) for Solo 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:  48 Hours (Monday through Friday)

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.

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 Solo

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 solo@pixelz.com

Support availability: available from Monday to Friday.

Note: Pixelz currently does not offer phone support as a standard.

FAQs

1. What about Weekends?

If your deadline falls on a weekend due to your standard delivery time of 48 hours, then there are certain delivery rules that apply. Below you will find different cases of when you will receive your images when uploading around the weekend. 

• Thursday: If you upload images on a Thursday, the deadline falls on a Saturday, so it will be pushed to the following Monday. Example: If you upload 20 images by 4 PM on a Thursday, then you will receive the 20 images back on Monday by 4 PM.
  
  
• Friday: If you upload images on a Friday, the deadline falls on a Sunday, so it will be pushed to the following Tuesday. Example: If you upload 20 images by 4 PM on a Friday, then you will receive the 20 images back on Tuesday by 4 PM. 
  
  
• Saturday & Sunday: If you upload images on a Saturday or Sunday, your deadline will follow the normal turnaround time for your specifications and our standard delivery time. Example: If you upload your images on a Saturday, you will receive the images back on Monday. If you upload your images on a Sunday, you will receive the images back on Tuesday (48-hour turnaround).

If you require further information or assistance, please do not hesitate to contact our customer support team at solo@pixelz.com.

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.