Standard service
Standard catalog purchases do not include a separately contracted uptime percentage, guaranteed response time or automatic service-credit schedule. Connection performance depends on the plan, network and destination. No guarantee of third-party website or account access is included.
Report an incident
Send support your order reference, affected proxy ID, test time with time zone, application and sanitized error. Check the paid term and remaining traffic first. Support will investigate whether the issue is with provisioning, connectivity or the destination.
Custom commitments
Businesses needing reserved capacity, measured availability or a defined response window should request a written service agreement before purchase. Only the commitments confirmed in that agreement apply. A marketing comparison or support enquiry does not create a custom SLA.