Service Level Agreement
Our uptime commitment, service credits, and support response targets.
Last updated: August 2026
1. Overview
This Service Level Agreement (“SLA”) describes the availability commitment ClickIP makes for its proxy network and the service credits available if we fall short. This SLA is part of and subject to our Terms and Conditions.
2. Uptime Commitment
We target 99.9% network uptimefor the ClickIP proxy gateway in each calendar month. Uptime measures the availability of our authentication and routing infrastructure — your ability to connect to and use the Service — not the reachability of any individual third-party target website.
3. Definitions
- Uptime: the percentage of minutes in a calendar month during which the gateway is available, excluding time covered by the exclusions in Section 6.
- Downtime: a period during which the gateway is unavailable for authenticated requests due to a fault within our infrastructure.
- Maintenance window: a scheduled period, announced in advance, during which we perform planned maintenance.
- Monthly spend: the total amount you paid ClickIP for the affected service in the calendar month in which the downtime occurred.
4. Measurement
Uptime is measured by our monitoring systems across the calendar month. Downtime begins when a qualifying fault is detected (or when you report it with sufficient detail for us to confirm it) and ends when service is restored. We calculate monthly uptime as available minutes divided by total eligible minutes.
5. Service Credits
If monthly uptime falls below the target, you may request a service credit calculated as a percentage of your monthly spend on the affected service:
| Monthly uptime | Service credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of monthly spend |
| Below 99.0% but at or above 95.0% | 25% of monthly spend |
| Below 95.0% | 50% of monthly spend |
Service credits are applied to your account balance and are your sole and exclusive remedy for any failure to meet the uptime target. Credits cannot be exchanged for cash and cannot exceed 50% of your monthly spend for the affected service.
6. Exclusions
The following are not counted as downtime for the purposes of this SLA:
- Scheduled maintenance performed within an announced maintenance window.
- Force majeure events beyond our reasonable control (natural disasters, war, government action, large-scale internet outages).
- Issues caused by your misuse, misconfiguration, or violation of the Terms.
- Unavailability, throttling, or blocking by the specific third-party target sites you connect to.
- Suspension of your account for non-payment or policy violations.
- Problems with your own network, hardware, or software.
7. How to Claim a Credit
To request a service credit, submit a claim through the in-app support channel or to [email protected] within thirty (30) days of the end of the affected month. Your claim should include the dates and times of the downtime and any relevant logs or evidence. We will review the claim against our monitoring records and apply any approved credit to your balance.
8. Support Response Targets
We aim to respond to support requests within the following target times:
- Critical (service down): within a few hours, prioritized above all other tickets.
- High (major feature degraded): within one business day.
- Normal (general questions, minor issues): within one to two business days.
These are targets, not guarantees, and may vary with volume.
9. Changes to This SLA
We may update this SLA from time to time. Material changes will be reflected by an updated “Last updated” date above. Continued use of the Service constitutes acceptance of the revised SLA.