Service Level Agreement

1. Availability target

We aim for 99.9% monthly availability of our gateway and dashboard infrastructure, measured on a commercially reasonable, best-effort basis. Proxy success against any particular destination is not guaranteed, as it depends on the target site and factors outside our control.

2. Exclusions

Availability targets do not apply to downtime or degradation caused by:

• Scheduled or emergency maintenance (we aim to give advance notice for scheduled work);
• Outages or changes at upstream proxy providers, networks, or third parties;
• Blocks, bans, rate-limits, or CAPTCHAs imposed by target websites;
• Your misuse, misconfiguration, or breach of our policies;
• Force majeure events beyond our reasonable control.

3. Support response targets

We aim to respond to support tickets within the following times during business hours:

• Urgent (service down): within a few hours;
• High (major functionality impaired): within one business day;
• Normal (general questions): within two business days.

These are targets, not guarantees. Open a ticket from your dashboard for the fastest response.

4. Remedies

If you experience a verified, sustained outage attributable to us, contact support@echoproxies.com. At our discretion we may issue a service credit to your wallet as a goodwill remedy. Service credits are the sole and exclusive remedy under this SLA, except for rights that cannot be excluded by law.