Updates to our Service Level Agreements

Here at Pixelz, we’re constantly analyzing data both on how our customers use our services and on our own performance. It’s vital to us that we maintain the optimal balance between high, consistent image quality, on-time delivery, service level, and price.

To this end, we are making some adjustments to our Service Level Agreements. See what’s changing in green below:

New Weekend Delivery Rules

We are only seeing a small number of images requiring Saturday delivery. For that reason, we have updated our standard working days to Monday through Friday, which also allows our production teams to have more quality time with their families during the weekend. Consequently, if your deadline falls on a weekend there are new rules for when you receive your images back. For instance, a deadline falling on a Saturday will now be delivered on the following Monday. You can read more about the different rules for Solo & Professional.

Professional Standard Turnaround is Now “Next morning 9 AM”

We are seeing the majority of our Professional customers downloading their images after 9 AM.
For that reason, we have updated the standard turnaround time to 9 AM. This allows extra flexibility in our production system and helps us deliver your images on time every day. You can read more about your delivery times here.

Expedite is Now Available from Monday to Friday

Expedite is one of our most popular features and we are now extending the Expedite service to Fridays (specifically 0:00 Monday to midnight Friday (UTC)). Previously, Expedite could only be requested Monday through Thursday.

Updates to “Daily Image Guarantee”

Since we launched the “Daily Image Guarantee”, the vast majority of customers have had a lower daily image need than we were planning after. For this reason, we are updating the “Daily Image Guarantee” to 200 images on Professional and 50 images on Solo. This will help our Production team plan even better going forward. Learn more about your “Daily Image Guarantee” here.

Add-on Price Updates

To more accurately match the time we are spending on creating a shadow, clipping path, or invisible mannequin, we are updating the prices for these add-ons for the first time since the launch of both our Solo and Professional plans. The following rules apply for the price update: 

Existing Specifications
- The specification price stays the same as long as you do not update the specification settings.
- The new add-on price will automatically be applied if you edit and save an existing specification.

New specifications
- Any new specifications created with an add-on will have the new price applied.


Overall these updates will allow us to better manage the daily inflow of images and ultimately ensure on-time delivery for you every day.

If you have any questions at all, you can reach us at cs@pixelz.com.