This page describes the service levels HashScraper (the "Company") commits to and the compensation provided when they are not met. It forms part of the Terms of Service; where the two differ, whichever is more favorable to the member applies.

1. Covered services
• Sign-in, dashboard, and data downloads on the website (www.hashscraper.com)
• The collection API (accepting requests and returning results)
• Not covered: collection failures or delays caused by blocking, layout changes, or outages on the target sites; beta features (such as collection bots built by members); features provided free of charge

2. Monthly uptime
• The Company commits to monthly uptime of at least 99% for the covered services. In a 30-day month, this means total downtime of no more than about 7 hours 12 minutes.
• Monthly uptime = (total time in the month − downtime) ÷ total time in the month × 100
• Downtime: the time from when an external uptime monitor, which checks the covered services every 5 minutes from outside the Company, fails to receive a normal response until it receives one again. Whether any part of it falls under the exclusions below is confirmed by the Company's server records and incident notices.
• Excluded from downtime: scheduled maintenance announced 7 days in advance (up to 4 hours per month), force majeure such as natural disasters or power outages, network or facility failures beyond the Company's control, causes attributable to the member (leaked API keys, exceeding request limits, etc.), and periods during which the Company has suspended the member's access for violating the Terms of Service

3. Response time target
• The Company aims to respond to 95% of ordinary collection API requests within 30 seconds. Because response time varies widely by target site, this is a target and is not eligible for compensation.
• A single request is ended after waiting up to 900 seconds (15 minutes).

4. Incident response

Item	Commitment
First notice	Within 1 hour of the Company becoming aware of an incident, via a website notice or email.
Recovery	Targeted within 4 hours; if it takes longer, the cause and expected recovery time will be shared.
Scheduled maintenance	Maintenance that stops the service is announced 7 days in advance. Routine updates that do not stop the service are not announced.
Support response	First reply within 1 business day (weekdays 09:00–18:00 KST, excluding public holidays).

5. Compensation when uptime falls short

Uptime for the month	Compensation credits
Below 99%	10% of credits used that month

• Compensation is provided as credits. Free and promotional credits used are excluded from the calculation.
• Compensation credits cannot be refunded as cash.
• The table above applies to credit plans. For subscription and monthly-fee plans, compensation is instead provided under Article 20 of the Terms of Service by extending the usage period by twice the downtime.
• Request compensation from support (help@hashscraper.com) within 30 days after the end of the affected month; the Company will verify its records and provide the applicable compensation.
• The compensation in this Section 5 is the member's sole and exclusive remedy for failure to meet the uptime commitment, except for damages caused by the Company's willful misconduct or gross negligence.

6. Relationship to individual contracts
• Members with a separate contract with the Company receive the service levels in that contract during its term; this page applies after the contract ends.

7. Changes
• The Company will post changes to this page on the website 7 days before they take effect, or 30 days before for changes unfavorable to members.