Service level agreement
Origin Pixel Solutions, Chennai, Tamil Nadu, India · Version 2026-11-03 · Last updated 3 November 2026
What uptime we commit to on paid plans, how it is measured, and the service credits you get if we miss it. It forms part of the Terms of service for eligible plans.
1. Uptime commitment
| Trial, Starter and other self-serve plans below Growth | No uptime commitment (best effort). |
|---|---|
| [Growth] | [99.5%] monthly uptime. |
| [Scale / Enterprise] | [99.9%] monthly uptime, or as stated in the Order. |
[Counsel / Hari: confirm plan names and targets. A single VPS and one Supabase project make 99.5% realistic; 99.9% needs the dedicated server and failover described in the security roadmap.]
2. How uptime is measured
- "Monthly uptime" = (total minutes in the month − minutes of Downtime) ÷ total minutes, for the core service: sign-in, the Client Dashboard, the public chat widget, inbound call answering and the public API.
- "Downtime" = the core service returns errors or does not respond for more than [5] consecutive minutes, as measured by our external monitoring (shown on the status page) and confirmed by our logs.
- Excluded: scheduled maintenance announced at least [48] hours ahead (no more than [4] hours a month, outside 09:00 to 21:00 IST where possible); emergency security fixes; problems caused by you, your connected services or your internet; outages of third-party channels and providers (WhatsApp, Meta, telecom operators, SMS gateways, AI and speech providers) unless we chose and failed to fail over; beta features; suspension under the Terms; force majeure.
3. Service credits
| Below target but at least 99.0% | [10%] of the monthly fee for the affected month |
|---|---|
| Below 99.0% but at least 95.0% | [25%] |
| Below 95.0% | [50%] |
- Ask for a credit within [30] days after the month ends by writing to hariprathish@originpixel.in with the dates and times. We confirm within [10] working days.
- Credits are applied to the next invoice, are not refundable as cash (except at termination), and are capped at [50%] of that month's fee. For yearly plans the monthly fee is one twelfth of the yearly fee.
- Service credits are your sole financial remedy for missing the uptime target. If uptime is below [95%] in two consecutive months you may terminate the affected plan and get a pro-rata refund of prepaid fees.
4. Support response targets
| Critical (service down for all users) | Response within [1 hour], 24x7 for Scale / Enterprise; [4 business hours] otherwise |
|---|---|
| High (major feature not working) | [4 business hours] |
| Normal and questions | [1 business day] |
Business hours are 09:00 to 18:00 IST, Monday to Saturday, excluding Indian public holidays. Response targets are goals, not part of the credit calculation.
5. Data durability
Nightly encrypted backups with weekly restore checks. Recovery point objective [24 hours]; recovery time objective [8 hours] for a full-server loss.