Service Level Agreement
Last Updated: February 3, 2026
Our commitment to service availability, performance, and support
Service Availability Commitment
Draft terms for deployment planning. Uptime commitments require a signed operator agreement and are not a report of measured service availability.
99.9% Uptime Guarantee
We guarantee 99.9% monthly uptime for all core proxy services
Performance Targets
Average response time under 100ms, throughput up to 10Gbps
24/7 Support
Technical support available 24/7 with 1-hour response time for critical issues
Service Level Definitions
- Available: Service is operational and accessible to all users
- Degraded: Service is operational but with reduced performance or capacity
- Unavailable: Service is not accessible to users
Performance Metrics & Monitoring
| Metric | Target | Measurement | Reporting |
|---|---|---|---|
| Uptime | ≥ 99.9% | Monthly basis | Public status page |
| Response Time | < 100ms average | 95th percentile | Monthly report |
| Throughput | Up to 10Gbps | Per connection | Real-time dashboard |
| Error Rate | < 0.1% | HTTP 5xx errors | Alerting system |
Service Credits & Compensation
If we fail to meet our uptime commitment, you may be eligible for service credits based on the following schedule:
| Monthly Uptime | Service Credit | Claim Requirements |
|---|---|---|
| 99.0% - 99.9% | 10% of monthly fee | Automatic calculation |
| 95.0% - 99.0% | 25% of monthly fee | Submit within 30 days |
| < 95.0% | 50% of monthly fee | Submit within 30 days |
Important Notes:
- • Service credits are calculated based on your monthly subscription fee
- • Credits are applied to future invoices only
- • Maximum service credit in any calendar month is 50% of monthly fee
- • Scheduled maintenance windows (announced 72 hours in advance) are excluded from uptime calculations
Support & Maintenance
Support Response Times
- Critical (Service Down)1 hour
- High (Major Impact)4 hours
- Medium (Minor Impact)8 hours
- Low (General Inquiry)24 hours
Maintenance Windows
- Planned Maintenance72 hours notice
- Emergency MaintenanceImmediate notification
- Typical ScheduleSunday 02:00-04:00 UTC
Exclusions & Limitations
The following are excluded from SLA calculations:
- Scheduled maintenance windows with proper notification
- Force majeure events (natural disasters, war, etc.)
- Issues caused by customer equipment or third-party services
- Violations of Acceptable Use Policy
- Beta or experimental features
How to Report Issues
To report service issues or claim service credits:
- Check our Status Page for current service status
- Submit a support ticket through your dashboard or email support@antigravity.proxy
- Include detailed information about the issue, timestamps, and any error messages
- For service credit claims, submit within 30 days of the incident