Service level agreement
Legal & Compliance
Service Level Agreement (SLA)
Effective Date: May 2026
1. Operational Commitment
This Service Level Agreement (SLA) governs the performance standards for all HighProxies.com infrastructure, including dedicated proxy and VPN services. We are committed to providing a high-concurrency, low-latency environment for enterprise digital operations.
2. Uptime Guarantee
HighProxies guarantees a 99.9% monthly uptime for all active proxy and VPN assets. Uptime is defined as the successful availability of our global network nodes and administrative control panels, calculated on a monthly calendar basis.
3. Scope of Coverage
The following infrastructure components are covered under this guarantee:
- Network connectivity and reachability of proxy/VPN gateway servers.
- Operational availability of assigned IP assets and custom SOCKS5 configurations.
- Client Area accessibility for service management and credential retrieval.
4. Exclusions
The uptime guarantee does not apply to service interruptions resulting from:
- Scheduled maintenance windows communicated via email or client area announcements.
- Client-side misconfigurations, local network disruptions, or hardware failure.
- Force majeure events or upstream data center facility maintenance beyond our direct control.
- Service suspension due to violations of our Terms of Service (ToS) or Acceptable Use Policy.
- Site-specific accessibility issues (e.g., target website IP bans or third-party firewall restrictions).
5. Compensation Framework
In the event that the 99.9% uptime threshold is not met, clients are eligible for account credits based on the following schedule:
| Monthly Uptime Percentage | Service Credit Eligibility |
|---|---|
| 99.5% – 99.8% | 5% of Monthly Service Fee |
| 99.0% – 99.4% | 15% of Monthly Service Fee |
| Below 99.0% | 25% of Monthly Service Fee |
Note: Credits are applied exclusively to future service cycles and hold no cash value. Total credits are capped at 50% of the monthly fee for the affected service.
6. Claims and Resolution Process
To request a performance credit, please follow our formal validation procedure:
- Submit a formal support ticket via the HighProxies Billing Portal within 7 days of the month's end.
- Include your Client ID, affected Order Number, and a summary of the observed downtime.
- Claims are subject to internal audit and verification of server-side monitoring logs.
7. Limitations of Liability
This SLA represents the sole remedy for service performance issues. HighProxies shall not be held liable for indirect, incidental, or consequential damages, including loss of data, revenue, or business reputation resulting from network downtime.