In short
Gateway availability targets are 99.99% for residential and unlimited plans, 99.9% for ISP and datacenter, and 99.5% for dedicated mobile devices. Missing a target earns service credits, claimable within 30 days.
1. Availability targets
Availability is measured per product, per calendar month, against the gateway endpoints published in your dashboard.
- Residential proxies and unlimited residential gateways: 99.99%
- ISP proxies and datacenter proxies: 99.9%
- Rotating mobile proxies: 99.9%
- Static mobile proxies (dedicated hardware): 99.5%
2. How availability is measured
A gateway is unavailable for a given minute when more than 50% of our synthetic probes from at least three independent regions fail to establish a connection within ten seconds.
Monthly availability is the number of available minutes divided by the total minutes in the month.
3. Exclusions
The following do not count against availability:
- Scheduled maintenance announced at least 72 hours in advance, capped at four hours per month
- Failures caused by the customer's own configuration, credentials or network
- A specific target website blocking, throttling or challenging requests
- Force majeure, including upstream carrier outages outside our control
4. Service credits
Credits are applied against the affected product's fees for the month in question:
- Below target but at or above 99.0%: 10% credit
- Below 99.0% but at or above 95.0%: 25% credit
- Below 95.0%: 50% credit
5. Claiming a credit
Email support within 30 days of the end of the affected month with your account identifier and the approximate windows affected. We reconcile against our own probe data and apply approved credits to the next invoice.
Credits are the sole remedy for missed availability targets.
6. Support response targets
Live chat and email are staffed 24/7. Median first response is under 15 minutes; for accounts above 1 TB per month a named engineer and a shared incident channel are included.
Questions about this document? Email [email protected].