Incident communication
For active incidents, updates are sent by email until resolution and closure.
Reliability & SLA
Operational commitments for paid customers.
Monthly uptime target
Proxy access and authentication services target 99.5% uptime, excluding announced maintenance windows and force-majeure events.
Support contact
Incident and onboarding support is handled at support@proxygateway.si.
Support response targets
Targets apply during published European business hours (Monday–Friday, excluding public holidays in Slovenia) unless we announce extended coverage.
Critical outage
- Initial response target within 4 business hours
- Active updates during the incident window
Major degradation
- Initial response target within 1 business day
- Mitigation guidance shared as available
General requests
- Response target within 1 business day
- Onboarding and package guidance included
Refunds (first purchase)
Refund eligibility for first purchases is defined in Terms and Conditions (section "Refunds and first purchases").
Policy details
Maintenance windows
Planned maintenance is scheduled for low-impact windows and communicated in advance when relevant.
Service credit review
If monthly uptime falls below target, eligible customers can request credit review within 14 days after month-end.
Scope note
Destination behavior, external networks, and client configuration can affect end-to-end outcomes.