Scope
This SLA applies to paid ScamShield AI subscriptions (Starter and Professional). Free-trial accounts receive the same platform but support commitments below apply on a best-effort basis. Enterprise customers receive a custom SLA as part of their agreement.
Uptime target
We target 99.5% monthly availability of the dashboard and detection API, measured over each calendar month and excluding scheduled maintenance. Our infrastructure runs on Azure Central India (Mumbai) with health monitoring on all services.
Scan frequency & alerting
- Gmail monitoring: connected inboxes are scanned for new messages on a continuous incremental cycle, typically within 3 minutes of a new email arriving.
- Threat alerts: email alerts for detected threats are dispatched immediately after classification.
- Manual scans: on-demand email and voice analysis return results in real time, normally under 10 seconds.
Support response times
- Starter (standard support): first response within one business day.
- Professional (priority support): first response within 4 business hours; priority queue for fraud-in-progress reports.
- Business hours: Monday–Saturday, 10:00–19:00 IST. Support is via support@scamshieldai.in and the in-app contact form; every request receives a tracked ticket number.
Scheduled maintenance
Planned maintenance is performed in low-traffic windows (typically 01:00–05:00 IST) and announced in advance via email for any expected downtime over 15 minutes. Nightly model retraining runs without service interruption.
Exclusions
- Outages of third-party services we depend on (Google Gmail APIs, email delivery providers, payment providers)
- Force majeure events, internet backbone failures, or issues in your own network or email configuration
- Suspensions for breach of the Terms of Service
Detection accuracy is covered by the Terms of Service: our detection is probabilistic and this SLA covers service availability, not a guarantee that every fraud attempt is caught.
Contact
Questions about this SLA: support@scamshieldai.in
ScamShield AI Pvt Ltd, Ahmedabad, Gujarat