Service Level Agreement (SLA)

Response to changes in the structure of monitored websites

If scraping of a specific website stops working due to changes in its structure, the Provider guarantees a fix within 10 business days from reporting the issue. For issues related to individual monitored fields, the fix period is reduced to 5 business days from reporting the issue.

If this deadline is not met, the customer may request that the fixed fee for the given website be excluded from billing for the period from reporting the outage until the issue is fully resolved.

Response to new anti-scraping measures

If scraping is disrupted due to newly deployed anti-scraping protection measures on the given website, the Provider undertakes to start actively addressing the situation no later than 5 business days from reporting.

If it is a known type of protection, the Provider will propose a solution within 10 business days (a technical adjustment or a price quote for using proxies, etc.).

Missing or incorrect data

The Provider continuously monitors data quality and addresses situations where the share of successfully obtained price data or successfully reached products drops below 80% of the long-term average.

If the scraping output does not contain basic product information (i.e., name, price, and URL) or if this information is incorrect, the customer has the right to request that this scrape be removed from billing. This does not apply if the customer explicitly requested data without any of this information.

If the number of products from a given source (full-website monitoring) drops suddenly (by more than 20%), the Provider must inform the customer within 5 business days and arrange a remedy within 10 business days in accordance with points 2/3.

Reporting outages and errors

In the event of an outage, the Customer is required to report it without delay to the Provider’s technical contact email address. Outage reports are accepted on business days between 08:00 and 17:00. If an outage is reported outside these hours, it is deemed to have been reported on the next business day at 08:00. In the outage report, the Customer must provide all important information about the outage so that it can be clearly identified and resolved (e.g., description and screenshot).

If the Provider, based on the technical nature of the outage, expects that it will not be able to remedy the issue within the time limits stated above, it will inform the Customer without delay via the technical contact’s email address or phone number.

SLA terms valid as of December 1, 2025.