Quick Summary
Our commitments for turnaround times, uptime guarantees, support response times, and quality standards. What you can expect from Thrivepix service.
What You'll Learn
- Turnaround time commitments
- Platform uptime guarantees
- Support response times
- Quality standards
- What's covered and not covered
- Remedies for SLA breaches
Turnaround Time Commitments
Standard Turnaround Times
Simple Requests:
- Examples: Social media graphics, simple banners, basic edits
- Target: Same day to 1 business day
- Typical: 4-8 hours
Medium Requests:
- Examples: Landing pages, presentations, email templates
- Target: 1-3 business days
- Typical: 2 business days
Complex Requests:
- Examples: Website designs, brand identity, complex illustrations
- Target: 3-7 business days
- Typical: 5 business days
Very Complex Requests:
- Examples: Large websites, extensive brand systems
- Target: 1-2 weeks
- Typical: 10 business days
Revision Turnaround
Minor Revisions:
- Small changes and tweaks
- Target: Same day to 1 business day
- Typical: 4-8 hours
Major Revisions:
- Significant changes
- Target: 1-2 business days
- Typical: 1 business day
Factors Affecting Turnaround
May Take Longer If:
- Missing information
- Unclear requirements
- Waiting for your feedback
- Multiple requests in queue
- Holidays or weekends
- Technical complexity
- Scope changes
Business Days
Definition:
- Monday through Friday
- Excluding holidays
- 9am-5pm EST
Weekends and Holidays:
- Not counted in turnaround times
- Requests submitted Friday may start Monday
- Major holidays observed
Platform Uptime Guarantees
Uptime Commitment
Target Uptime:
- 99% monthly uptime
- Measured monthly
- Excludes scheduled maintenance
What This Means:
- Platform available 99% of time
- Maximum ~7 hours downtime per month
- Typically much better
Scheduled Maintenance
Maintenance Windows:
- Scheduled during off-peak hours
- Typically late night/early morning EST
- Advance notice provided
- Usually 1-2 hours
- Monthly or as needed
Notification:
- Email notification 48 hours advance
- Platform banner 24 hours advance
- Status page updated
Unplanned Outages
If Outage Occurs:
- Immediate investigation
- Status updates provided
- Work to restore quickly
- Post-mortem if significant
Communication:
- Status page updated
- Email if extended
- Estimated restoration time
Support Response Times
Support Channels
Project Manager:
- Primary contact for requests
- Via platform messaging
- Response: Within 4-8 business hours
- Typical: 2-4 hours
Email Support:
- support@thrivepix.com
- For account and billing issues
- Response: Within 24 business hours
- Typical: 4-8 hours
Urgent Issues:
- Platform down
- Cannot access account
- Payment issues
- Response: Within 2 hours
- Typical: 30-60 minutes
Support Hours
Business Hours:
- Monday-Friday
- 9am-5pm EST
- Excluding holidays
After Hours:
- Email monitored 24/7
- Urgent issues addressed
- Non-urgent wait until business hours
Response vs Resolution
Response Time:
- Initial acknowledgment
- We've received your message
- Working on it
Resolution Time:
- Varies by issue
- Simple: Same day
- Complex: May take longer
- Updates provided
Quality Standards
Design Quality
We Commit To:
- Professional quality work
- Original designs (not copied)
- Brand consistency
- Best practices followed
- Attention to detail
- Pixel-perfect execution
Technical Quality
For Development Work:
- Clean, valid code
- Cross-browser compatible
- Responsive design
- Optimized performance
- Accessibility standards
- SEO best practices
File Quality
Deliverables Include:
- Source files (PSD, AI, etc.)
- Export files (JPG, PNG, PDF)
- Organized layers
- Proper naming
- Print-ready (if applicable)
- Web-optimized (if applicable)
Communication Quality
We Provide:
- Clear communication
- Professional tone
- Timely responses
- Proactive updates
- Helpful guidance
What's Covered
Included in SLA
Covered:
- Platform availability
- Support response times
- Turnaround time targets
- Quality standards
- Communication standards
Not Covered
Excluded from SLA:
- Delays due to missing information from you
- Delays due to your slow feedback
- Scope changes mid-project
- Force majeure events
- Third-party service failures
- Your internet/computer issues
- Requests outside our services
SLA Monitoring
How We Track
Metrics Monitored:
- Platform uptime
- Response times
- Turnaround times
- Customer satisfaction
- Quality scores
Reporting
Available Upon Request:
- Uptime reports
- Response time data
- Performance metrics
Remedies for SLA Breaches
If We Miss SLA
Uptime Below 99%:
- Service credit applied
- Prorated for downtime
- Applied to next bill
- Must request within 30 days
Significant Delays:
- Priority on next request
- Expedited handling
- Manager review
- Service credit (case-by-case)
Quality Issues:
- Unlimited revisions
- Different designer if needed
- Manager involvement
- Make it right
Requesting Remedies
How to Request:
- Email support@thrivepix.com
- Reference SLA breach
- Provide details
- We review
- Apply remedy if valid
Limitations
Maximum Remedy:
- Service credit up to one month
- Or equivalent value
- No cash refunds for SLA breaches
- Credits only
Exceptions and Force Majeure
Events Beyond Our Control
SLA Suspended During:
- Natural disasters
- War or terrorism
- Pandemics
- Government actions
- Internet backbone failures
- Power outages
- Strikes or labor disputes
Third-Party Failures
Not Responsible For:
- Payment processor downtime
- Cloud provider outages
- Email service failures
- DNS issues
- CDN problems
SLA Updates
Changes to SLA
We May Update:
- To improve service
- Reflect service changes
- Adjust targets
Notification:
- 30 days advance notice
- Email notification
- Posted on website
Priority Support
Higher Tier Plans
Premium Plans May Include:
- Faster turnaround times
- Priority queue position
- Dedicated designer
- Faster support response
- Account manager
Check Your Plan:
- Review plan details
- Understand your SLA
- Upgrade for better SLA
Common Questions
Q: Are turnaround times guaranteed?
A: They're targets, not guarantees. Most requests meet or beat targets.
Q: What if my request takes longer than expected?
A: Contact PM for update. May be complexity or missing info.
Q: What's your uptime guarantee?
A: 99% monthly uptime, excluding scheduled maintenance.
Q: How fast will support respond?
A: PM: 4-8 hours, Email: 24 hours, Urgent: 2 hours.
Q: What if you miss the SLA?
A: Service credit may be applied. Contact us to request.
Q: Do weekends count in turnaround times?
A: No, only business days (Monday-Friday).
Q: Can I get faster turnaround?
A: Discuss with PM. May be possible depending on queue and plan.
Q: What if I'm not satisfied with quality?
A: Unlimited revisions included. We'll make it right.
Q: How do I report SLA breach?
A: Email support@thrivepix.com with details.
Q: Can I upgrade for better SLA?
A: Yes, higher tier plans may include priority service.
Contact
Questions about our SLA? Contact support@thrivepix.com
Last Updated: [Date]