Service Level Agreement
Our commitments and service level guarantees for the proxy list API service.
Last updated: October 5, 2025
This Service Level Agreement (SLA) defines the performance standards and service commitments for our proxy list API service across all three plans: Starter ($1/month), Professional ($3/3months), and Enterprise ($12/year). Due to our competitive pricing, some performance metrics may vary from industry standards.
Important Notice
Our pricing across all plans is significantly lower than market rates. This competitive pricing may result in occasional service delays or performance variations. We are continuously working to improve service quality while maintaining affordable pricing.
Service Availability
97.9%
API Uptime Target
Monthly uptime goal for our API endpoints
2000 To Unlimited
Proxy Availability
Target availability for individual proxy servers
Measurement Period: Monthly calendar month basis
Exclusions: Scheduled maintenance, third-party provider outages, force majeure events
Response Times
| Service Component | Target Response Time | Notes |
|---|---|---|
| API Authentication | < 2 seconds | Login and token generation |
| Proxy List Retrieval | < 5 seconds | Standard proxy list requests |
| Dashboard Loading | < 3 seconds | Initial dashboard page load |
| Proxy Connection Test | < 10 seconds | Individual proxy connectivity check |
Service Provisioning
Service activation and provisioning timelines:
- Account Activation: Within 30 minutes of payment confirmation
- API Access: Available immediately after account activation
- Dashboard Access: Available within 5 minutes of activation
- Email Notifications: Sent within 15 minutes of service activation
Note: Due to our competitive pricing model, provisioning may occasionally take longer during peak demand periods.
Performance Metrics
Proxy Performance
- Connection Success Rate: Variable based on third-party providers
- Response Time: Variable based on third-party providers
- Bandwidth: Shared bandwidth, no guaranteed speeds
- Concurrent Connections: Up to 100 simultaneous connections per account (Depend on Server)
API Performance
- Rate Limits: 1000 requests per hour per API key (It's changeable)
- Quota Tracking: Real-time usage monitoring
- Error Rate: Less than 5% for valid requests
- Data Freshness: Proxy lists updated every 10 minutes (Depend on availabile proxies)
Support Response Times
| Issue Priority | Response Time | Resolution Target |
|---|---|---|
| Critical (Service Down) | 4 hours | 24 hours |
| High (Major Functionality) | 8 hours | 48 hours |
| Medium (General Issues) | 24 hours | 72 hours |
| Low (Questions/Requests) | 48 hours | 5 business days |
Business Hours: 9 AM - 6 PM EST, Monday through Saturday
Critical Issues: 24/5 monitoring with emergency response capability
Service Limitations
Due to our competitive pricing model, the following limitations apply:
Third-Party Dependencies
- Proxy availability depends on third-party providers
- Performance may vary based on external network conditions
- Geographic distribution subject to provider availability
- Proxy types and protocols limited to provider offerings
Service Constraints
- No guaranteed proxy speeds or bandwidth
- Shared infrastructure may impact performance during peak usage
- Limited customer support compared to premium services
- No SLA credits or compensation for downtime
Scheduled Maintenance
Planned maintenance activities:
- Frequency: Monthly maintenance windows
- Duration: Maximum 4 hours per maintenance window
- Notification: 48 hours advance notice via email
- Timing: Scheduled during low-usage periods (typically weekends)
Emergency maintenance may be performed without advance notice to address critical security or stability issues.
Service Credits and Remedies
Given our competitive pricing model across all plans, traditional SLA credits are not provided. Instead, we offer:
- Service Extensions: Additional time added to your current plan for prolonged outages (>72 hours)
- Priority Support: Expedited technical assistance for affected users
- Quota Adjustments: Additional API call quota in the following billing cycle for significant service disruptions based on your plan: - Starter: Up to 200,000 additional calls - Professional: Up to 700,000 additional calls - Enterprise: Up to 3,000,000 additional calls
- Best Effort Resolution: Dedicated effort to resolve issues quickly
Important: No monetary refunds are provided under any circumstances, as outlined in our No-Refund Policy.
Monitoring and Reporting
We continuously monitor our service performance:
- Real-time Monitoring: 24/5 automated monitoring of API endpoints
- Proxy Health Checks: Regular testing of proxy connectivity and performance
- Performance Metrics: Monthly performance reports available in dashboard
- Incident Tracking: All service incidents logged and tracked
SLA Exclusions
This SLA does not apply to service interruptions caused by:
- Third-party proxy provider outages or maintenance
- Internet connectivity issues outside our control
- User's network configuration or firewall restrictions
- Abuse of service or violation of Acceptable Use Policy
- Force majeure events (natural disasters, government actions, etc.)
- Scheduled maintenance with proper notification
Contact Information
For SLA-related questions or to report service issues:
- Technical Support: technical@proxy-free.com
- General Support: support@proxy-free.com
- Critical Issues: Use "URGENT" in subject line
- SLA Questions: legal@proxy-free.com
SLA Updates
This SLA may be updated periodically to reflect service improvements or changes. Updates will be posted on this page with advance notice. Continued use of the service constitutes acceptance of SLA modifications.
This SLA is governed by the laws of India and is subject to our Terms and Conditions.