Legal · SLA
Service Level Agreement
Last updated: 19 August 2026
This document is a good-faith template prepared to describe Seeking Data Labs' current practices. It is not legal advice and should be reviewed by qualified Swiss and EU data-protection and commercial counsel before it is relied upon.
This Service Level Agreement ("SLA") states the service levels we commit to for Sightline (website analysis reports) and theSeeking Data Labs data API, how they are measured, and what you receive when we miss them. It supplements ourTerms & Conditions; capitalised terms have the meaning given there. Where this SLA and the Terms conflict, this SLA prevails for the commitments below.
1. Measurement, and the system of record
Every number in this SLA is measured by us, continuously, and published atstatus.seekingdatalabs.com. Synthetic probes run every minute from the network edge against the same public endpoints customers use; pipeline and turnaround figures come from the production run ledger. The status page and its machine-readable feed (/api/status.json) are the system of recordfor attainment: if the status page shows a component down, it counts against the budget, and we never publish a number the probes cannot substantiate.
2. Service level objectives
| Commitment | Target | Measured as |
|---|---|---|
| API availability | 99.9% monthly | share of minutes api.seekingdatalabs.com/health answers 200 within 2 seconds |
| Portal and website availability | 99.95% monthly | share of minutes seekingdatalabs.com and the /app portal serve successfully |
| Scan report turnaround | p95 under 10 minutes, 99% completion | run created to report delivered, per calendar month |
| Basic report turnaround | p95 under 30 minutes, 97% completion | run created to report delivered, per calendar month |
| Deep report turnaround | p95 under 90 minutes, 97% completion | run created to report delivered, per calendar month |
| Failed-run detection | within 30 minutes | automated health scan flags a failed or stuck run for remedy |
| Data freshness (API) | 95% of live metrics within 2x their update cadence | per-metric ingest age, measured in the warehouse itself |
| Payment crediting (USDC) | p95 under 10 minutes | on-chain confirmation to entitlement active |
A 99.9% monthly availability target leaves an error budget of roughly 44 minutes per month; 99.95% leaves roughly 22. We operate to keep actual attainment visibly above target on the status page's rolling 90-day view.
3. Remedies and service credits
If a monthly availability target is missed for a service you have paid for in that month, you can request a service credit:
| Monthly availability | Credit (of that month's fee for the affected service) |
|---|---|
| Below target, at or above 99.0% | 10% |
| Below 99.0%, at or above 95.0% | 25% |
| Below 95.0% | 100% |
If a paid Sightline report fails to deliver, we re-run it at no charge; if it still fails, we refund that report in full. Turnaround misses beyond the p95 target for two consecutive months entitle you to one report of the same tier at no charge. Credits are applied to future invoices (or refunded for one-off purchases), are your sole and exclusive remedy for SLA misses, and in any month cannot exceed the fees paid for the affected service in that month.
To claim, email[email protected]within 30 days of the end of the affected month with the account, the service, and the period; we verify against the status page record.
4. Exclusions
The following do not count against the service levels:
- scheduled maintenance announced at least 24 hours ahead on the status page, up to 4 hours per month;
- failures of systems we do not control: your network, third-party DNS, the target website of an analysis run (an unreachable or bot-blocking target is reported as such in the report, not counted as our failure), upstream data publishers, and public blockchain networks;
- suspension for breach of the Terms or abuse controls;
- free-tier usage, previews, and beta-labelled features; and
- force majeure events as defined in the Terms.
5. Review
We review these targets quarterly against measured attainment and tighten them when the data supports it; targets never loosen for existing paid customers during a paid period. Material changes are announced on the status page and take effect for the following billing period.