Back to Home

Service Level Agreement

Our uptime commitment 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. 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. 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.

6. 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.

7. 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.