Service Level Agreement (SLA)
Effective Date: July 16, 2025
1. Introduction
This Service Level Agreement (SLA) applies to all services provided by HighProxies.com, including proxy and VPN services. It outlines our commitment to service uptime and outlines compensation terms in the event of service downtime.
2. Uptime Commitment
HighProxies.com guarantees 99.9% monthly uptime for all active proxy and VPN services. Uptime is calculated per calendar month and covers network availability and server operational status.
3. What Is Covered
This SLA covers:
Network uptime (ability to access the proxy/VPN servers)
Proxy and VPN server availability
Service access via your client dashboard
4. What Is Not Covered
This SLA does not cover:
Scheduled maintenance (with prior notice via email or client area announcements)
Downtime caused by the client, including misconfigurations or local network issues
Downtime caused by upstream providers or data center maintenance
Downtime resulting from abuse, attacks, or Terms of Service violations
Accessibility to specific websites or platforms (e.g., social media bans)
5. Scheduled Maintenance
We occasionally conduct maintenance to improve network performance. Scheduled maintenance will be announced in advance and is excluded from uptime calculations.
6. Compensation Terms
If uptime falls below 99.9% in a given calendar month, you may request account credit under the following structure:
| Monthly Uptime | Credit Eligibility |
|---|---|
| Below 99.9% | 5% account credit of monthly fee |
| Below 99.5% | 15% account credit of monthly fee |
| Below 99.0% | 25% account credit of monthly fee |
Compensation is limited to account credit only and cannot be converted to cash or refunded payments.
7. How to Claim Credit
To claim SLA credit:
Open a support ticket at https://highproxies.com/billing/login
Submit your Client ID, Order Number, and details about the outage.
Requests must be made within 7 days after the end of the affected month.
SLA claims are manually reviewed and granted only if actual downtime exceeds the thresholds listed above.
8. Maximum Credit
Total SLA credits in any billing cycle will not exceed 50% of your monthly service fee.
9. SLA Limitations
This SLA is provided as a service performance guarantee and does not cover indirect losses such as lost revenue, business disruption, or reputational damage.
10. Policy Updates
HighProxies.com reserves the right to update or modify this SLA at any time. Continued use of our services constitutes acceptance of any updated terms.
📌 Note: This SLA applies exclusively to paying clients with active subscriptions. Trial services, discounted promotions, or free services are excluded from SLA claims.
📧 For SLA inquiries, please open a support ticket:
👉 https://highproxies.com/billing/login