This Service Level Agreement (the “SLA”) governs the API service and the influencer vetting and monitoring services provided to the Customer (“Customer”) by L.D.R.S GROUP LLC, a Delaware limited liability company (registered office: 1 World Trade Center, Floor 65, New York, NY 10007), or InfluencerMarketing.ai Ltd, a company incorporated in Israel (registered office: 38 Habarzel Street, Tel Aviv 6971054, Israel), whichever is the Customer’s contracting entity under IMAI’s Terms of Service based on the Customer’s location (“IMAI”, “we”, “us”).
It forms part of, and is subject to, the IMAI Terms of Service and the Customer’s order or subscription agreement. In the event of a conflict, the order agreement controls.
Definitions
The IMAI REST API endpoints made available to the Customer via API key.
The IMAI platform, API, and supporting infrastructure operated by IMAI, including vetting and monitoring services.
Data sourced from external providers and social platforms (including, without limitation, Instagram, TikTok, YouTube and X) that IMAI aggregates and returns through the platform and API.
A period during which the API returns HTTP 5xx errors or is unreachable for reasons within IMAI’s reasonable control, measured in one-minute intervals and excluding the events described in Section 7 (Exclusions).
(Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the month × 100.
A tech-only, no-human-review creator vetting report, covering up to a 10-year lookback.
A human-reviewed, manual creator vetting report.
An alert generated by ongoing monitoring of an active creator indicating potential brand-safety or compliance risk.
A request for assistance submitted through an approved support channel under Section 5.
Service Availability
IMAI targets a Monthly Uptime of 99.5% for the API.
Availability is measured at the API gateway. A request is treated as failed only where the failure is attributable to the Service and does not fall within an Exclusion under Section 7. Uptime is calculated by IMAI in good faith, and IMAI’s monitoring records are the authoritative source for all measurements under this SLA.
Vetting & Monitoring Turnaround
IMAI targets the following turnaround times for creator vetting deliverables, measured from the time a complete request is received (creator handle/profile and scope confirmed) to delivery of the completed report.
| Deliverable | Target Turnaround | Notes |
|---|---|---|
| Automated Vetting Report | Up to 48 hours | Can be as fast as 2 hours depending on complexity and volume |
| Managed (Human-Reviewed) Vetting Report | Up to 96 hours | Depending on complexity and volume; in line with industry norms for manual/investigative review |
Risk-flag escalation (ongoing monitoring of active creators):
| Severity | Example | Target Escalation to Customer |
|---|---|---|
| Critical | FTC/disclosure violation, explicit content, health misinformation | Within 4 hours of detection |
| Standard | Lower-severity guideline or tone deviation | Within 1 business day |
Risk-flag escalation targets above are approved by Luis Carranza (2026-07-26).
Rate Limits and Fair Use
API access is authenticated by API key and is subject to the rate limits and quotas of the Customer’s subscribed plan.
Requests that exceed the plan rate limit receive an HTTP 429 response. Such 429 (rate-limit) responses do not constitute Downtime.
IMAI may apply reasonable protective throttling to preserve platform stability for all customers and will, where practicable, notify affected Customers.
Sustained usage materially above the subscribed plan may require an upgrade.
Support
Support channel: [email protected]. A customized support portal URL is available should Abbott want one.
Support hours: local business hours for the relevant market team, excluding public holidays. A 24/7 in-platform chat channel is also available for support requests at any time.
Target initial response times during Support hours:
| Severity | Definition | Target Initial Response |
|---|---|---|
| P1 — Critical | API fully unavailable; no workaround. | 4 business hours |
| P2 — High | Major function degraded; partial impact. | 1 business day |
| P3 — Normal | Minor issue, question or feature request. | 2 business days |
Response targets refer to the first human response and not to resolution. Severity is assigned by IMAI in reasonable consultation with the Customer.
Scheduled Maintenance
IMAI may perform scheduled maintenance, ideally within a low-traffic maintenance window. IMAI will use reasonable efforts to provide 48 hours’ advance notice of maintenance expected to cause disruption. Scheduled and emergency maintenance are excluded from Downtime.
Exclusions
The uptime and turnaround commitments in this SLA do not apply to unavailability, errors, or delays caused by:
- Third-party data providers and social platforms — including outages, rate limiting, API changes, deprecations or data gaps at those providers or the underlying platforms. IMAI does not warrant the availability, completeness or accuracy of Third-Party Data.
- Scheduled or emergency maintenance (Section 6).
- Customer misuse, misconfiguration, exceeding rate limits, invalid or expired API keys, or use outside the documentation.
- Incomplete or delayed information from the Customer needed to complete a vetting request.
- Factors outside IMAI’s reasonable control, including internet failures, DNS, and the Customer’s own network or systems.
- Force majeure, including natural events, war, government action, and large-scale provider or cloud outages.
- Suspension or termination for non-payment or breach of the Terms of Service.
- Beta, trial, preview or free-of-charge features.
Service Credits (Remedy)
If IMAI fails to meet the Monthly Uptime target or a Vetting & Monitoring Turnaround target, the Customer’s sole and exclusive remedy is a service credit applied against a future invoice:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.5% but ≥ 99.0% | 5% of that month’s fee |
| Below 99.0% but ≥ 95.0% | 10% of that month’s fee |
| Below 95.0% | 25% of that month’s fee |
Conditions:
- The Customer must request a credit in writing within 30 days after the end of the affected month, including the relevant supporting details.
- Credits are non-refundable, hold no cash value, and are capped at 100% of the affected month’s fee.
- Credits are not available while the Customer’s account is past due.
Customer Responsibilities
- Keep API keys confidential and rotate them promptly if compromised.
- Handle 429 and 5xx responses gracefully (retry with backoff) and respect documented rate limits.
- Provide complete and timely information needed to process vetting requests.
- Maintain a current technical and billing contact for notices.
- Use the Service in accordance with IMAI documentation and the Terms of Service.
Data and Security
IMAI applies commercially reasonable security measures to protect the Service and Customer data, as described in the Terms of Service and Data Processing Addendum. Nothing in this SLA expands any warranty regarding Third-Party Data (see Section 7).
Changes to this SLA
IMAI may update this SLA from time to time. Material changes will be communicated with 30 days’ notice, and the current version will always be available at https://influencermarketing.ai/sla/.
Contact
Support and SLA claims: [email protected]
