How to reach us
- Email: support@quantlens.net
- Business hours: Monday–Friday, 9:00–17:00 ET (Toronto)
- Critical issues are monitored outside hours.
We respond to every ticket. If you don't see a reply within the target time below, please check your spam folder or nudge us.
What we support
- Access to purchased bundles & sample downloads
- Questions about coverage, schema, provenance, and refresh cadence
- Troubleshooting validation or format issues (CSV/JSON)
- Licensing and usage questions (research vs. commercial)
What's out of scope
- Custom ETL engineering, bespoke scraping, or data labeling
- Trading, financial, or legal advice
- Model training or optimization services (available via a separate SOW)
Severity & response targets
These are targets, not guarantees; we'll keep you updated until resolved.
| Severity | Example | Initial response | Workaround target | Resolution target |
|---|---|---|---|---|
| S1 – Critical | Paid download link down, catalog file returns 4xx/5xx | ≤ 2 business hours | 8 business hours | 2 business days |
| S2 – Major | Broken pack link, schema mismatch, stale file | 1 business day | 2 business days | 3 business days |
| S3 – Normal | General questions, roadmap, minor clarifications | 2 business days | — | — |
Refunds (digital goods)
We stand behind the accuracy and provenance of our data. Because these are digital downloads, all sales are final once the files are delivered. We will issue a refund or replacement within 7 days if:
- Files are corrupted/incomplete, or
- The delivered pack is materially misdescribed vs. the catalog page.
To request a refund, email support@quantlens.net with your order email, SKU, and a short description (screenshots welcome).
Incident handling & security
- We host static assets over TLS (HTTPS) and restrict write access to our storage and CI/CD.
- If we discover an incident that could affect your downloads or personal information, we'll notify impacted buyers with details and next steps.
Data requests & takedowns
If you believe a file infringes rights or includes non-public information, contact support@quantlens.net with the URL, pack SKU, and your claim. We investigate promptly and remove content where appropriate.
Status & uptime
Scheduled maintenance will be announced via email to active customers.