Service Level Agreement
Our service targets and live measured performance for uptime, API response, support, and refunds.
These are the service levels we aim for. We do not contractually guarantee uptime or latency — instead we publish our actual measured performance live on our status page, and as a goodwill gesture the service-credit policy in the right-most column applies automatically if measured uptime drops.
For website subscribers
Free, Pro, and Max plans on scamlens.org
| Plan | Price | Uptime (monthly) | API response (p95) | Support first response | Refund / credit |
|---|---|---|---|---|---|
| Free | $0 | Best effort, no commitment | Best effort | Community forum / email reply within 5 business days | Not applicable to free plan |
| Pro | $9.9/mo | Best effort, no commitment | Best effort | Within 48 hours | Refund if a paid service fails to complete on our end; completed work is non-refundable |
| Max | $19.9/mo | Best effort, no commitment | Best effort | Within 24 hours | Refund if a paid service fails to complete on our end; completed work is non-refundable |
For API customers
Starter, Business, and Enterprise plans on api.scamlens.org
| Plan | Price | Uptime (monthly) | API response (p95) | Support first response | Refund / credit |
|---|---|---|---|---|---|
| Starter | $199/mo | Best effort, no commitment | Best effort | Within 24 hours | Refund if a paid service fails to complete on our end; completed work is non-refundable |
| Business | $799/mo | Best effort, no commitment | Best effort | Within 8 business hours | Refund per the refund policy, plus an automatic goodwill service credit if measured monthly uptime drops |
| Enterprise | custom | Best effort, no commitment | Best effort | Within 4 business hours | Refund per the refund policy, plus an automatic goodwill service credit if measured monthly uptime drops |
Service credit schedule (Business and Enterprise only)
As a goodwill gesture, if our measured monthly platform uptime drops, you automatically receive a credit on your next invoice:
| Measured monthly uptime 99.0% to 99.9% | 10% credit on the affected month |
| Measured uptime 95.0% to 99.0% | 25% credit on the affected month |
| Measured uptime 90.0% to 95.0% | 50% credit on the affected month |
| Measured uptime below 90.0% (catastrophic) | 100% credit on the affected month |
Submit claims within 30 days of the incident at support@scamlens.org. Credits apply to subsequent invoices and cannot be redeemed for cash.
Live measured uptime
We publish actual uptime, response time, and incident history in real time. These are our measured results, not a contractual guarantee.
Open status pageWhat this SLA does not cover
Downtime caused by the following events does not count toward measured uptime:
- — Force majeure: natural disasters, war, civil unrest, government action.
- — Failures of upstream providers we depend on (Cloudflare network, blockchain RPC nodes, AI vendors, threat-intel APIs) that are outside our reasonable control.
- — Customer misuse, abuse of rate limits, denial-of-service traffic originating from customer accounts, or operation outside documented quotas.
- — Scheduled maintenance windows announced at least 48 hours in advance and lasting under 4 hours.
- — Features explicitly labelled Beta, Preview, or Experimental in the product or documentation.
- — Any outage affecting only the free tier, where no commitment applies.
How we measure
Uptime is calculated over rolling calendar months from synthetic probes against the same endpoints customers use. We do not exclude regional outages that affect customer traffic.
API response p95 is the 95th-percentile end-to-end latency for non-deep endpoints (domain check, address screen, sanctions lookup). Deep investigations and on-demand crypto traces have their own per-job estimates.
Support first response is from a human, not auto-acknowledgement. Business hours are 09:00-18:00 UTC Monday to Friday for the 24-hour and 48-hour tiers, and 24/7 for the 4 and 8 business-hour tiers.
Questions or claims
For SLA claims, billing credits, or to negotiate custom enterprise terms, contact us at support@scamlens.org. We respond within the first-response window of your plan.