Service Level Agreement

1. Service Delivery Timelines

We process SMM orders automatically 24/7. Once an order is submitted via the web dashboard or API, it is instantly queued for execution.

• Start Time: Over 90% of our services start delivering within 0 to 30 minutes. Some high-quality or slow-drip services may require up to 12–24 hours to begin.
• Completion Time: Completion speed depends heavily on service speed options, current server load, and total quantity ordered. Projected delivery speeds (e.g., “10k/day”) are estimates and not fixed guarantees.

2. Platform Uptime Commitment

MysticSMM targets a 99.9% monthly uptime guarantee for both our customer-facing web panel and our REST API endpoint.

• Scheduled Maintenance: We perform routine upgrades during low-traffic periods. Notice of scheduled downtime will be posted on the dashboard at least 12 hours in advance.
• Exclusions: Uptime guarantees do not cover server outages caused by global routing issues, Cloudflare network failures, or upstream node errors.

3. Order Accuracy & Delivery Tolerances

We strive to match your requested delivery count exactly. Our systems log the starting count and target count based on the public stats of the provided link.

If a delivery fails to reach the target count due to an upstream service error, the remaining undelivered balance will be calculated and refunded to your wallet. We do not provide cash payouts for under-deliveries.

4. Refill Guarantees & Drops

If you experience a drop in followers, likes, or views, refills are managed according to the specific service rules:

• Refill Request: For services marked with a “Refill” badge, you can trigger a refill by clicking the refill button next to the order in your dashboard or by requesting it via API.
• Limits: Refills are only processed if the current count of the social profile is below the start count plus the order quantity, and the link has not been modified.

5. Customer Support Response Targets

Our support staff answers inquiries 24/7. Support tickets are categorized by severity:

• Critical (API failures, billing issues): Target response within 2–4 hours.
• Standard (Order status checks, refills): Target response within 12–24 hours.

6. Upstream API Changes & Limitations

MysticSMM serves as an intermediary platform. We have no direct control over the databases or policies of third-party networks (Instagram, YouTube, Discord, Roblox, etc.). If one of these networks updates their layout, API, or authentication algorithms, it can cause global service delays or drops. Outages and speed reductions caused by major social media updates are excluded from standard SLA refund criteria.

7. API Rate Limits & Reliability

The MysticSMM REST API v2 is designed to handle high-volume reseller traffic with low-latency responses. The API enforces a rate limit of 1 request per second per account. Requests exceeding this limit will receive an HTTP 429 (Too Many Requests) response. We strongly recommend implementing exponential backoff retry logic in your integrations to handle temporary rate-limit responses gracefully.

API availability mirrors our platform uptime guarantee. Planned maintenance windows will be announced on our status page. During maintenance, the API may return HTTP 503 (Service Unavailable) temporarily. All orders queued before a maintenance window will resume processing automatically once the system comes back online.

8. Reporting SLA Violations

If you believe the platform has violated an SLA commitment — such as extended downtime, consistent missed delivery windows, or unresponsive support — please submit a detailed support ticket referencing the specific timeframes, order IDs, and any screenshots of the issue. Our team will review each reported incident individually. Verified SLA breaches may be eligible for wallet balance credits at our discretion.