Service Level Agreement
Our public commitments for uptime, API response, support, and refunds.
These are the minimum commitments we make to paying customers. Measured uptime is published live at status.scamlens.org and typically exceeds the floors below. If we miss a commitment for a billing month, the refund or service-credit policy in the right-most column applies automatically — you do not need to argue with us.
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 | 99.9% — up to 43min downtime / month | Under 500 ms | Within 48 hours | Full refund within 14 days, no questions asked |
| Max | $19.9/mo | 99.95% — up to 22min downtime / month | Under 300 ms | Within 24 hours | Full refund within 30 days, no questions asked |
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 | 99.9% — up to 43min downtime / month | Under 500 ms | Within 24 hours | Full refund within 30 days, no questions asked |
| Business | $799/mo | 99.95% — up to 22min downtime / month | Under 300 ms | Within 8 business hours | 30-day full refund + automatic service credit if monthly uptime falls below the committed floor |
| Enterprise | custom | 99.99% — up to 4min downtime / month | Under 200 ms | Within 4 business hours | 30-day full refund + automatic service credit if monthly uptime falls below the committed floor |
Service credit schedule (Business and Enterprise only)
If we miss the committed monthly uptime for your tier, you automatically receive a credit on your next invoice:
| Measured uptime 99.0% to below the committed floor | 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 [email protected]. 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. The committed floors above are minimums — measured performance is usually higher.
Open status pageWhat this SLA does not cover
Downtime caused by the following events does not count against committed 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 [email protected]. We respond within the first-response window of your plan.