Our Service Level Agreements (SLAs) for Enterprise 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 3 main sections

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

Turnaround Time

Standard order: Custom

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

1hr Flow Turnaround: Available

Rejection Turnaround Time: 3 hours

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.

Customer Support on Enterprise

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 enterprise@pixelz.com.

Support availability: Available from Monday to Friday.

Response time: Within 01 hours for all inquiries.

Dedicated Local Account Manager: Available.

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