Disputes — appeals, SLAs, and erasure
Appeals process
Model authors who dispute a score can submit an appeal via POST /score/{author}/{model}/appeal (see API documentation) or by emailing [email protected] with the subject line Appeal: {author}/{model}. Each appeal is reviewed within 5 business days and auto-acknowledged on submission. Substantive disputes are recorded as public methodology page notes once resolved.
Customer-contact SLAs
| Route | Service-level commitment |
|---|---|
| Security disclosure | 24 hours (non-negotiable per vulnerability-disclosure norms) |
| Paid-customer billing | 48 hours (most inquiries self-serve via the Lemon Squeezy customer portal) |
| Score appeals | 5 business days |
| Free-tier inquiries | Best-effort, no SLA commitment |
All four routes auto-acknowledge on receipt with the published timeline.
Erasure
Model authors who wish a score record erased can email [email protected] with the subject line Erasure: {author}/{model}. Each erasure request is reviewed within 5 business days and auto-acknowledged on submission. When honoured, the score record is replaced with a dated tombstone (containing only the erasure date and a category label) so the badge endpoint serves an "erased on request" notice rather than a 404, the calibration corpus integrity is preserved, and the model is added to a do-not-rescan set unless re-requested by the author.
Erasure requests are routed via email rather than via a dedicated endpoint because the verification of the requesting party (proving the requester actually represents the model author) requires human judgement that an endpoint cannot honestly automate at this stage. A future automated route may be added once request volume justifies the engineering work to design the verification correctly.