Service Levels
Last updated: 21 October 2026
This page says what we commit to and what we do not. There is no uptime percentage here and there are no credits. LexLab is one engineer running services on resold infrastructure. A number we could not measure or back would be worth less to you than a plain description of how things work.
It applies to paid services. Free tools and the research hub are provided as they are.
1. Provisioning Targets
| Service | Target | What you get |
|---|---|---|
| SMTP (LexlabMTA, LexLab Relay) | 24 to 48 hours after payment confirmation | SMTP credentials, an HTTP API key, dashboard access, and the DNS records to publish for your sending domain. A dedicated IP is allocated at provisioning. |
| VPS / Windows RDP | Usually within an hour of payment confirmation | Provisioning is automated through Contabo. Where a manual step is needed — an unusual image, a stock problem in the region — allow up to 24 hours. |
| Domains | Registered at order | The registration is placed with Namecheap when payment confirms. DNS changes you make afterwards can take up to 48 hours to propagate; we do not control resolver caches. |
| Tools and templates | Immediate | Download from your dashboard once payment confirms. |
| Engineering work | Per statement of work | Milestones and dates live in the document you signed off, not here. |
| Marketplace and SMM orders | Relayed on payment | Delivery is by the seller or the provider, on their timeline. |
"Payment confirmation" means the network has confirmed the transaction, or the wallet debit has gone through. Not the moment you hit pay.
2. Support
- Email support@lexlabtools.com or message @lexlabtools on Telegram. We answer usually within 48 hours. Most answers come sooner; 48 hours is the figure to plan around.
- There is a paid Priority Support add-on for people who need a shorter line. Ask about it before you need it, not during an outage.
- Outages and abuse go ahead of everything else in the queue. If your server is down, say "down" in the first line.
3. Maintenance
- We try to give notice on Telegram before planned maintenance that will interrupt a service.
- Emergency maintenance — closing a security hole, stopping active abuse — may happen without notice. We say what happened afterwards.
- Maintenance by Contabo or Namecheap on their own infrastructure is announced by them, on their schedule.
4. Monitoring
We watch our own infrastructure: the relay, the platform server, blocklist status for sending IPs and domains, and delivery telemetry per account. We respond to alerts and to reports from you. We do not publish an uptime figure and there is no public status page. If something looks down, report it. Do not assume we already know.
5. Upstream Dependencies
- Contabo GmbH — the servers, ours and yours.
- Namecheap Inc. — domain registration and DNS.
- NOWPayments, Paystack, Flutterwave — payment processing.
- Telegram — notifications and support messaging.
An outage, delay or suspension at any of these is outside our control. We pass on what we are told and chase it, but we cannot reinstate a server Contabo has taken down or hurry a registry. Where an upstream problem means we miss a provisioning target, the remedy in Section 8 still applies.
6. Deliverability
What we do: configure SPF, DKIM and DMARC for your sending domain and hand you the records; set reverse DNS on your dedicated IP; watch the public blocklists; help you warm the IP up.
What we do not commit to: inbox placement. Whether a message lands in the inbox or the spam folder depends on your list, your content, your sending pattern and the receiving provider's judgement. None of that is ours to control, so we do not guarantee it. A receiver throttling or blocking your mail is not an outage. Neither is a blocklisting caused by how you sent.
7. Exclusions
Nothing on this page applies to time lost through:
- Your own configuration — DNS changes, expired keys, deleted records, exhausted quotas, a VPS you filled up or misconfigured
- Suspension or throttling under the Acceptable Use Policy, or expiry for non-payment
- Upstream outages at the providers in Section 5
- Attacks aimed at your IPs, domains or servers
- Force majeure — physical disaster, government action, a provider going under, a regional network failure
What runs on your VPS is yours: the operating system, your applications, your backups. We cover the instance being delivered and reachable.
8. Remedy
If we miss a provisioning target in Section 1 by more than 5 days, you may cancel that order for a full refund, paid under the Billing, Refunds & Cancellation Policy. That is the only remedy on this page. We do not offer credits against future invoices, and we do not cover lost revenue, lost campaigns or consequential loss — see the Terms of Service.
9. Changes
We may revise this page. A change that reduces a commitment takes effect at your next renewal; other changes take effect when posted. The date at the top is the current version.