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
Critical outage
- Initial response target within 1 hour
- Active updates during the incident window
Major degradation
- Initial response target within 4 hours
- Mitigation guidance shared as available
General requests
- Response target within 1 business day
- Onboarding and package guidance included
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.