Service Level Agreement

GramPixel is committed to providing a highly available and reliable platform. This Service Level Agreement ("SLA") applies to all paid subscription plans and defines the uptime guarantees and remedies available in the event of service disruptions.

GramPixel guarantees the following monthly uptime percentages for core services:

Uptime is calculated monthly as: (total minutes − downtime minutes) / total minutes × 100

The following are not counted as downtime for SLA purposes:

• Scheduled maintenance windows (announced at least 48 hours in advance)
• Force majeure events (natural disasters, wars, government actions)
• Issues caused by customer's own systems, code, or third-party integrations
• Telegram API outages or rate-limiting imposed by Telegram
• DNS propagation delays outside GramPixel's control
• DDoS attacks or security incidents requiring emergency mitigation

If GramPixel fails to meet the uptime guarantee, eligible customers may request service credits:

Credits are capped at 50% of the monthly subscription fee and are applied to future billing cycles. They are not refundable as cash.

To request an SLA credit, you must submit a support ticket within 30 days of the incident. Include the following information:

• Date and time of the service disruption
• Duration of the downtime experienced
• Description of the impact on your operations
• Any relevant logs, screenshots, or error messages

Submit requests via sla@grampixel.com or through your dashboard under Settings → Support. GramPixel will review and respond within 5 business days.

During service disruptions, GramPixel will:

• Post real-time updates on our Status Page
• Send email notifications to affected account holders
• Publish a post-incident report (PIR) within 72 hours for major outages