Service Level Agreement

Serpex is dedicated to providing a stable and reliable SERP (Search Engine Results Page) data service through our comprehensive suite of search results APIs. We aim for a monthly uptime of 99% of our service, ensuring that our users experience minimal disruptions. Our infrastructure is continuously monitored to detect and address any issues proactively. While we strive to maintain uninterrupted service, occasional maintenance or unexpected technical issues may arise, and we work diligently to resolve them as quickly as possible.

Service Credit Policy: If there is an unexpected service disruption, Serpex will compensate affected users with credits based on the downtime duration. These credits can be used for future services but will not be refunded in monetary form. Our goal is to minimize any inconvenience caused by downtime and ensure that customers receive fair compensation for any loss of access.

Eligibility for Service Credits

  • Service was unexpectedly unavailable and not part of a planned maintenance event.
  • Downtime exceeded the allowable limits defined in our SLA agreement.
  • The issue was caused by Serpex's systems, not external factors, such as user-side misconfigurations or third-party website restrictions.

Credit System & Usage

Serpex operates on a credit-based system where users purchase API credits to access our search results services. Credits are consumed based on API usage as detailed in our pricing documentation.

  • Credits do not expire and can be used at any time according to your needs.
  • Credit consumption is calculated per API request based on the search engine and parameters used.
  • Users can monitor their credit balance and usage history through their account dashboard.
  • Credits are non-transferable and can only be used by the account holder.

Service Credits for Downtime

In the event of unexpected service disruptions, Serpex will compensate affected users with additional API credits. These service credits follow our standard credit system and can be used for future API requests.

  • Service credits will be allocated based on the actual duration of service downtime.
  • Credits will be automatically credited to your account within 24 hours of service restoration.
  • Users must submit a request for service credits within 7 days following the disruption.
  • Service credits are issued in addition to your purchased credits and follow the same usage rules.

For any service-related inquiries, disruptions, or credit requests, please reach out to our support team at support@serpex.dev. Our team is available to assist with troubleshooting, service concerns, and any questions related to our uptime policies.