Service Level Agreement

Last updated: October 22, 2026

1. About this SLA

This Service Level Agreement ("SLA") is part of our Terms of Service. Words defined in the Terms, such as "Services", "Account", "Balance", "Traffic", "Dedicated IPs", "Dashboard" and "Network Partners", have the same meaning here.

The availability levels in this SLA are targets, not guarantees. If we miss a target, you can claim a service credit as described below.

2. Definitions

• Calendar month means a calendar month in Coordinated Universal Time (UTC).

• Downtime means a period during which a covered service is not available, as measured by our monitoring under section 3.

• Availability means the percentage of minutes in a calendar month that were not Downtime. Periods covered by the exclusions in section 7 do not count as Downtime.

• Covered services are:

  • Residential and Mobile gateway: the gateway at gate.aeonproxy.com is available when it accepts authenticated connections and forwards requests to our test destinations through the Network Partner network.
  • Dedicated IPs: a Dedicated IP is available when it accepts authenticated connections and forwards requests to our test destinations.
  • Dashboard and API: available when they load and respond to requests.

• Affected spend means:

  • for Dedicated IPs, the monthly price of the affected IPs;
  • for Residential or Mobile proxies, the amount you spent on that product in the affected calendar month.

  Affected spend includes only amounts you paid. It does not include taxes or bonus, trial or promo Traffic.

Availability does not cover speed, success rates on particular target sites, or the accuracy of region, city or ISP targeting.

3. How we measure

We measure Availability with our own monitoring, which checks the covered services every 10 minutes. Downtime starts when two checks in a row fail, and ends when a check succeeds again. We calculate Availability per calendar month, separately for each covered service and, for Dedicated IPs, for each IP.

If you experienced Downtime that our monitoring did not record, include your evidence in your claim (section 5) and we will take it into account.

4. Targets and credits

If Availability for the Residential and Mobile gateway or for a Dedicated IP falls below its target in a calendar month, you can claim this credit:

The Dashboard and API target is a goal that we track and report on. It does not earn service credits.

5. How to claim a credit

Email [email protected] within 30 days after the end of the calendar month in which the Downtime happened. Use the subject "SLA credit request" and include:

• the email address of your Account;
• the product affected and, for Dedicated IPs, the IP addresses;
• the dates and times of the problem, with the time zone;
• examples of failed requests, such as the time, the sub-user or IP used, the destination and the error you received.

We review your claim against our monitoring data and your evidence and reply by email with our decision. If we approve it, we add the credit to your Balance. Claims sent after the 30-day period are not accepted.

6. Credit rules

• Credits are added to your Balance only. They are not paid in cash or crypto and cannot be refunded or transferred.
• For each product, you receive one credit per calendar month, at the highest level that applies. Credits for a product in a calendar month never exceed 50% of the affected spend.
• Credits are your sole and exclusive remedy for missed availability targets. This does not affect your mandatory rights as a consumer.

7. Exclusions

Downtime does not include, and no credit is given for, problems caused by:

• target sites or apps that block, limit or rate-limit our IP addresses, or show CAPTCHAs;
• Network Partner restrictions on destinations, ports, uses or IP ranges, as described in section 5 of the Terms;
• your configuration, software, network or credentials, including wrong gateway settings, ports or targeting parameters;
• suspension or limitation of your Account or a sub-user because of abuse or another breach of the Terms or the Acceptable Use Policy;
• scheduled maintenance that we announced at least 24 hours in advance by email, in the Dashboard or on our Telegram channel @aeonproxy;
• force majeure events, as described in the Terms;
• targets that are blocked by default, such as banking sites or mail ports.

8. Support response goals

We aim to meet these response times. They are goals, not guarantees, and missing them does not give a credit.

9. Changes to this SLA

We may change this SLA. If a change lowers a target or reduces credits, we will give you at least 30 days' notice by email and on our website, as the Terms describe. A change applies from the first full calendar month after it takes effect. Claims for earlier months follow the version that applied in that month.

10. Contact

• SLA claims and support: [email protected]
• Live chat on our website and Telegram @aeonproxysup_bot
• Incident updates: Telegram channel @aeonproxy
• Legal notices: [email protected]