Service level agreement
What we commit to on availability, render performance and support — and what you get if we miss it. Applies to paid plans; the free plan is provided as-is.
- Effective
- 15th August 2026
- Entity
- Thinkbix Technologies
1Scope#
This SLA applies to Starter, Growth and Scale plans. Enterprise agreements may carry different, individually negotiated terms which take precedence.
The free plan is provided on a best-effort basis with no availability commitment. We still work to keep it up — it simply carries no credit remedy.
2Availability commitment#
| Component | Monthly uptime target |
|---|---|
| REST API (render submission, status, templates) | 99.9% |
| Web dashboard and studio | 99.9% |
| Render output delivery (CDN) | 99.95% |
| Render workers (queue drains normally) | 99.5% |
Uptime is measured per calendar month as: (total minutes − unavailable minutes) ÷ total minutes.
Unavailable means the component returns errors, or fails to respond, for more than five consecutive minutes on requests that should have succeeded. Individual failed requests within an otherwise healthy period are not counted, but a sustained elevated error rate is.
3Render performance targets#
These are targets, not guarantees, because render time depends on what you ask for. A 4K three-minute video with sixty clips will take longer than a poster, and that is not a fault.
| Render type | Target (95th percentile) |
|---|---|
| Still image, up to 2.5 MP | Under 3 seconds, returned synchronously |
| Still image, up to 9 MP | Under 8 seconds |
| Video, 15 seconds at 1080p | Under 90 seconds from queue to callback |
| Video, 60 seconds at 1080p | Under 5 minutes |
| Queue wait, priority rendering plans | Under 10 seconds at the 95th percentile |
Priority rendering (Growth and above) places your jobs ahead of free and Starter jobs in the queue. It does not change how fast a given render encodes.
4Support response times#
| Severity | Definition | First response |
|---|---|---|
| Critical | Service unavailable, or renders failing platform-wide | 2 hours, 24×7 |
| High | A major feature is broken with no workaround | 8 business hours |
| Normal | A feature misbehaves but has a workaround | 1 business day |
| Low | Questions, feature requests, documentation | 2 business days |
Business hours are 09:00–18:00 IST, Monday to Friday, excluding Indian public holidays. Critical issues are handled outside those hours.
5Service credits#
If monthly uptime falls below the commitment, you may claim credits against your next invoice.
| Monthly uptime | Service credit |
|---|---|
| 99.0% – 99.9% | 10% of that month’s subscription fee |
| 95.0% – 99.0% | 25% of that month’s subscription fee |
| 90.0% – 95.0% | 50% of that month’s subscription fee |
| Below 90.0% | 100% of that month’s subscription fee |
Service credits are applied to a future invoice. They are not refundable in cash, and total credits in a month cannot exceed that month’s fee.
Render credits are separate and automatic. Any render that fails for a reason on our side never consumes credits — the hold is released back to your wallet without a claim.
6How to claim#
Email support@pixbix.app within 30 days of the end of the affected month, including:
- Your workspace name and the month concerned
- The dates and approximate times you observed the outage
- Request IDs, render IDs or error responses, if you have them
We respond within 5 business days. Where our own monitoring already confirms the outage, we will usually have applied the credit before you write.
7Exclusions#
Downtime does not count towards the commitment when it results from:
- Scheduled maintenance announced at least 48 hours in advance, capped at 4 hours per month and performed outside 09:00–21:00 IST
- Emergency security patching, where delay would put customer data at risk
- Factors outside our reasonable control — network failures beyond our providers, natural events, government action
- Your own configuration: invalid edits, unreachable asset URLs, expired keys, or a webhook endpoint that is down
- Assets we cannot fetch because the host is unreachable, rate-limits us, or blocks our egress
- Suspension for non-payment or a breach of the acceptable use policy
- Use exceeding your plan's rate limits or concurrency, which returns a documented error rather than an outage
- Free plan usage, and any beta or preview feature marked as such
8Status and incident communication#
Incidents are announced by email to workspace owners and on our contact channels. Write to support@pixbix.app to be added to incident notifications.
For a critical incident we post an initial acknowledgement within 30 minutes, updates at least hourly until resolved, and a public post-mortem within 5 business days covering what happened, why, and what changes as a result.
9Changes#
We may update this SLA with at least 30 days’ notice to paid account holders. We will not reduce the commitments during a period you have already paid for.