Service Level Agreement (SLA)
Last Updated: February 2, 2026
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1. Scope of Agreement
This SLA defines uptime targets, support protocols, and mutual responsibilities. It applies to all active PixenPro subscriptions.
2. Service Description
PixenPro is a white-labeled marketing and CRM ecosystem powered by GoHighLevel (GHL). Service includes:
- Access to contracted software modules and tools
- Data hosting in the PixenPro/GHL cloud environment
- Technical support for platform functionality
- Routine maintenance and security updates
3. Service Availability (Uptime)
3.1 Uptime Target
99.0% service uptime per calendar month.
3.2 Upstream Dependency
Availability depends on GHL infrastructure. We liaise with GHL to resolve incidents but are not liable for outages caused by GHL core systems.
3.3 SLA Exclusions
- Scheduled maintenance (announced ≥48 hours in advance)
- Third-party integration failures (Stripe, Twilio, Mailgun, custom APIs)
- Client-side errors (misconfiguration, accidental deletion, custom code issues)
- Local connectivity or hardware issues
- Force majeure (natural disasters, global internet outages, DDoS)
4. Technical Support & Response Times
Support channels: support.pixenmarketing.com and support@pixenmarketing.com.
Business hours: Monday–Friday, 8:00–20:00 (UTC+2), excluding public holidays.
Response Time Objectives
| Priority | Description | Example | Target Response |
|---|---|---|---|
| P1 - Urgent | Critical system failure; total loss of service. | Login portal unavailable; all funnels offline. | < 4 Hours |
| P2 - High | Significant loss of core functionality; no workaround. | Emails/SMS not sending; lead capture forms failing. | < 8 Hours |
| P3 - Medium | Partial degradation; functional but impaired. | Workflow step glitch; UI element not loading. | < 24 Hours |
| P4 - Low | General inquiries or minor cosmetic issues. | How-to questions; feature requests; typos. | < 48 Hours |
5. Maintenance Protocols
- Scheduled: Low-traffic windows; notice ≥48 hours if downtime expected.
- Emergency: Critical security or stability fixes may occur immediately; notice provided as soon as practicable.
6. Client Responsibilities
- Comply with Terms of Service and Anti-Spam policies.
- Provide clear reproduction steps, screenshots, or logs when reporting issues.
- Safeguard credentials and access controls.
- Maintain third-party API keys and subscriptions (e.g., Twilio, SendGrid, SMTP).
7. Modifications & Termination
We may modify this SLA with 30 days' notice. Continued use after notice constitutes acceptance. SLA remains effective while a valid, paid subscription is active.
Contact
- Email: support@pixenmarketing.com
- Portal: support.pixenmarketing.com
- Address: Carrer de Cal Cisó, 69, Sants-Montjuïc, 08038 Barcelona