Service Availability
Standard plans are designed for reliable event collection and delivery, but they do not include a guaranteed uptime SLA unless stated in a separate agreement. Enterprise customers may receive a custom SLA by contract.
Maintenance Windows
We may perform planned or emergency maintenance to improve security, performance, infrastructure, or integrations. We aim to reduce impact on event collection and delivery where possible.
Support Response Times
Response times depend on plan, account size, and issue type. Delivery outages or critical destination errors are prioritized over general change requests.
Incident Management
When an issue occurs, we review logs, source and destination status, tokens, infrastructure providers, and third-party platforms to identify the cause and work toward remediation.
Exclusions
Availability calculations may exclude maintenance, third-party platform outages, customer configuration errors, expired tokens, billing issues, API changes, force majeure, or prohibited use.
Enterprise SLA
Enterprise agreements may include custom support levels, response times, usage limits, availability arrangements, and technical reviews.
Contacting Support
To contact support, email mostafa.hatata@kepixel.online or WhatsApp +966541887671 with company name, website URL, affected route or destination, and issue description.