Service Level Agreement

This Service Level Agreement (“SLA”) describes the service levels and support commitments that DataShark, the operator of OrangeProxies.com (“we”, “us”, “our”), aims to provide to customers (“you”, “your”) for our proxy and infrastructure services.

This SLA forms part of our main Terms & Conditions. If a conflict occurs, the Terms & Conditions take precedence.

1. Scope of Service

This SLA applies to the core OrangeProxies services:

• Proxy access (residential / datacenter / ISP IPs as applicable)
• Authentication and routing infrastructure
• Customer dashboard and API endpoints used to manage proxy access

Third-party tools, client-side software, or systems we do not control are outside the scope of this SLA.

2. Service Availability Target

We aim to make our core proxy and control-plane services available with a monthly uptime of 99.9% (“Service Availability Target”).

“Availability” means:

• You can authenticate and connect to our proxy endpoints
• Our main control APIs and dashboard are reachable and functioning

3. Measurement of Uptime

Uptime is measured per calendar month based on our internal monitoring systems.

Downtime counted as unavailability includes:

• Complete loss of access to all proxy endpoints for more than 5 minutes
• Total unavailability of authentication or routing for valid credentials

Short interruptions under 5 minutes or issues affecting only a subset of IPs may not qualify as full unavailability.

4. Planned Maintenance

We occasionally perform maintenance to enhance performance, security, or capacity. We aim to schedule updates during low-traffic periods and notify users when reasonable.

Planned maintenance windows are excluded from uptime calculations.

5. SLA Exclusions

The Service Availability Target does not apply to downtime caused by:

• Your own systems, tools, scripts, or internet connection
• Misconfiguration of proxy settings (wrong credentials, ports, or protocol)
• Blocking, CAPTCHAs, or rate-limiting by target websites
• Force majeure events (natural disasters, war, major outages)
• Suspension or termination for Terms or AUP violations
• Third-party data center failures outside our control
• Emergency actions to protect infrastructure or customers

6. Incident Reporting & Support Channels

If you experience availability issues, report them via:

• Support Email: support@orangeproxies.com

Please include:

• Your account email and plan
• Approximate time/time zone of the issue
• Example URLs/IPs you attempted to access
• Any logs or error messages

7. Support Response Targets

We aim (but do not guarantee) to respond within:

• Critical (P1): Full outage – response within 2 hours
• High (P2): Major degradation – response within 4 hours
• Normal (P3): Individual or partial issues – within 24 business hours

These are response targets, not resolution guarantees. Fix times depend on complexity.

8. Service Credits

If we fail to meet the monthly uptime target due to reasons within our control, you may qualify for service credits.

Service credits (guideline):

• 99.0% – 99.9% uptime: up to 5% credit
• 98.0% – 99.0% uptime: up to 10% credit
• Below 98.0% uptime: up to 20% credit

To request credits, email billing@orangeproxies.com within 14 days of month end.

9. Customer Responsibilities

You agree to:

• Follow our Terms & Conditions and Acceptable Use Policy
• Configure tools and scripts correctly
• Report outages promptly with diagnostic details
• Maintain updated contact and billing information

10. Changes to This SLA

We may update this SLA periodically to reflect infrastructure or service changes. The “Last updated” date will always show the current version.

11. Contact

For SLA questions or incident reporting: