Service Level Agreement

This Service Level Agreement ("SLA") states the service levels we commit to for Sightline (website analysis reports), security assessments, and the Seeking Data Labs reporting API, how they are measured, and what you receive when we miss them. It supplements our Terms & 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 at status.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 record for 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

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. Security assessments

A security assessment is an AI-driven, point-in-time, scoped, and authorized test of a target you own or control. It runs only under a signed authorization record, with ownership re-verified at probe time, and is bounded by a fixed destructive-action denylist. It is not a guaranteed penetration test, a human red-team engagement, or a warranty that your product is secure; the commitments below govern the turnaround, reproducibility, and availability of that assessment, not the completeness of its findings. Findings are delivered privately in the authenticated report and its findings API, and a live vulnerability is never shown on a public page.

These numbers are measured by us and published under the security-assessment component on status.seekingdatalabs.com and its /api/status.json feed, on the same terms as section 1: if the status page shows that component down, it counts against the budget, and we never publish a figure the run ledger and probes cannot substantiate. Assessment misses are remedied under section 4, on the same credit mechanics that apply to every paid service.

4. 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:

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. A paid security assessment is treated the same way: if it fails to deliver we re-run it at no charge, and refund it in full if it still fails. Turnaround misses beyond the p95 target for two consecutive months entitle you to one report or assessment 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 hello@seekingdatalabs.com 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.

5. 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;
• security-assessment runs that cannot fire because authorization is missing, expired, or fails ownership re-verification at probe time, and probes rejected for targeting a host outside the authorization's scope (blocked at the guard, not counted as our failure);
• targets that block or throttle authorized active testing (reported as such in the assessment, not counted against turnaround);
• 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.

6. 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.