SLA

Service Level Agreement (SLA)

1. Uptime Commitment

We guarantee 99.5% monthly service uptime for all paid subscription tiers. Uptime is measured based on the accessibility of proxy nodes and the management API, excluding scheduled maintenance.

Scheduled Maintenance: ProXiFi may conduct scheduled maintenance with at least 24 hours' notice. These periods are not counted against uptime guarantees.

2. Support Response Time

We offer tiered support response commitments based on the user’s subscription plan:

Subscription Tier	Response Time (Business Hours)	Support Channel
Starter & Growth	≤ 24 hours	Email, Discord & Telegram
Standard & Premium	≤ 6 hours	Starter & Growth + Video Conference

Business hours are defined as Monday–Friday, 9AM to 9PM EST.

3. Service Credits

If monthly uptime falls below the guaranteed threshold, customers are eligible for the following service credits upon request:

Uptime Achieved	Credit Eligibility
99.0% – 99.49%	10% of monthly fee
98.0% – 98.99%	25% of monthly fee
< 98.0%	50% of monthly fee

To request service credits, users must submit a support request via email within 7 days of the incident period. Credits are applied to future billing cycles.

4. Limitations

• This SLA does not apply to free trials or users not on a paid plan.

• SLA credits cannot exceed the total amount paid for the affected month.

• Downtime caused by user misuse, third-party attacks, or force majeure (e.g., carrier outages, natural disasters) is excluded.