This page sets out what you can expect from igrm in plain numbers — how often we scan, how fast we typically act, what "up" means for us, and what happens if we fall short.
| Tier | Scan frequency |
|---|---|
| Basic | Every 5 minutes, 24×7 |
| Standard | Every 5 minutes, 24×7 |
| Premium | Every 5 minutes, 24×7, with priority queueing during event/premiere surges |
| Agency | Per-account allocation matching the underlying tier |
"Response time" is the time from a comment appearing to our system hiding it, if it's classified as cruel.
These are averages measured across a rolling 30-day window, not a guarantee on every single comment — occasional Instagram API rate limits or platform outages can briefly slow individual actions.
We target 99.5% monitoring uptime per month for Standard, Premium, and Agency tiers, excluding scheduled maintenance (which we announce at least 24 hours in advance) and outages caused by Instagram's own platform, rate limits, or API changes outside our control.
If our monitoring uptime for a given month falls below 99.5% for reasons within our control, we will apply a service credit to your next invoice, calculated as one day of service credit for every full hour of qualifying downtime beyond the target, capped at one full month's fee. To claim a credit, email learn.legits@gmail.com within 30 days of the affected billing period.
Cancel any time and you're not billed again. We refund unused full months in the current quarter, no questions asked. This is the same refund clause published on our pricing page and in our Terms of Service.
Standard and above get same-day support via Instagram DM or email. Premium and Agency accounts have a dedicated point of contact and, where applicable, Slack alerts on flagged spikes. For anything urgent — a suspected outage, a major spike in abuse during an event — email learn.legits@gmail.com and mark it urgent; we treat these as priority.
This commitment covers comment moderation on your authorized Instagram account(s) as described in our Moderation Policy. It does not cover feature requests, custom integrations, or platforms other than Instagram.