FlashProxy Service Level Agreement

Covered Products

This SLA applies to the following FlashProxy products, each available in a per-GB tier and a time-based "Unlimited" tier:

Other FlashProxy products (Residential, Residential Lite, Mobile, Unlimited Residential, Dedicated ISP) are not covered by this SLA.

1. The Guarantee

FlashProxy guarantees 100% availability for each covered product. Any qualifying downtime or service degradation results in automatic, proportional compensation — no claim or ticket required. There is no monthly downtime allowance: the bar is 100%, and compensation accrues from the first qualifying minute (subject to the plan-type thresholds and exclusions below). This SLA is measured and enforced per product, per calendar month, per affected customer.

2. Definitions & Measurement

Availability is measured by FlashProxy's independent synthetic monitoring, which probes each covered product from multiple geographic vantage points at 1-minute granularity (US and EU; each product is measured from its geographically appropriate vantage). The live record and a rolling 13-month history are published at status.flashproxy.com and serve as the system of record for all SLA calculations (see §3 — this system and its data are fully public and integrity-protected).

• Available — the product successfully establishes upstream proxy connections (CONNECT → 200). This is the signal the Available/Down verdict is measured on.
• Degraded — the product is Available, but its average round-trip response time from its best (lowest-latency) vantage exceeds 50 ms for 5 consecutive minutes. It remains Degraded until that average recovers below 50 ms. Degraded time counts at ½ weight.
• Down— the product is not Available from all measured vantage points simultaneously, for reasons within FlashProxy's reasonable control. A failure seen from only one vantage is not Down — only a simultaneous failure across every vantage counts, since that isolates a fault in the proxy itself rather than one network path to it.
• Impact Minutes = Down minutes + (½ × Degraded minutes), per product, per month.
• Monthly Availability = (Total minutes − Down-equivalent Impact minutes) ÷ Total minutes × 100.

3. Transparency & Independent Verification

This SLA is independently auditable. Both the system that measures it and the raw data behind it are public, so any customer or third party can reproduce and challenge every figure.

• Fully open source. The complete monitoring system behind status.flashproxy.com — the probers, the dashboard, and the deployment — is published at github.com/thealonlevi/flashproxy-sla. Anyone can inspect exactly how availability is measured and run their own identical instance.
• Public metrics database. The ClickHouse database that populates status.flashproxy.com is exposed to the public with full read access, so anyone can query the same raw measurements FlashProxy uses to calculate this SLA:
  Endpoint: ch.flashproxy.com

  User: flashproxy-status-public · Password: flashproxy-public-ro · Database: sla

  curl https://ch.flashproxy.com/ \ -H 'X-ClickHouse-User: flashproxy-status-public' \ -H 'X-ClickHouse-Key: flashproxy-public-ro' \ -d 'SELECT * FROM sla.probe_raw LIMIT 10'
• Tamper-evident by design. Every batch of measurements is committed to an append-only, hash-chained ledger (sla.ledger) whose heads are periodically Ed25519-signed (sla.ledger_checkpoints). Any retroactive edit, deletion, or reordering of a measurement breaks the chain against the signed checkpoints. The signing public key and the exact hashing scheme are published at /api/meta, and a one-command open-source verifier (cmd/verify) re-checks the entire chain and every signature using only public read access.

Because the measurement code, the underlying data, and a cryptographic integrity proof are all public, every availability figure and every compensation determination under this SLA can be independently reproduced, verified, and shown to be untampered.

4. Exclusions

The following never count as Down or Degraded time:

• Customer-caused— invalid credentials; exceeding the plan's concurrency, bandwidth, throughput, or data-cap limits; IP-allowlist misconfiguration; or the customer's own network/client issues.
• Target-caused— the customer's destination is down, blocking, rate-limiting, challenging, or returning errors. FlashProxy guarantees the availability of the proxy, not the outcome of the customer's request against any third party.
• Scheduled maintenance announced at least 24 hours in advance (capped at 4 hours per month).
• Account status — trial/free accounts, KYC-declined accounts, accounts suspended under the Acceptable Use Policy, and accounts not in good standing (unpaid or overdue).
• Force majeureand events outside FlashProxy's network — upstream backbone/transit outages, and denial-of-service attacks beyond commercially reasonable mitigation.

5. Compensation — Per-GB Tiers

Applies to the per-GB tier of any covered product. Compensation is an automatic account credit, scaled to the month's availability. The lowest threshold the month crosses applies:

Credit = (applicable %) × (the customer's spend on the affected product during the affected month). Issued automatically as account credit toward future FlashProxy usage at the close of the affected month. Maximum 100% of the affected product's monthly spend; non-cash, non-transferable; expires 12 months after issuance.

6. Compensation — Time-based "Unlimited" Tiers

Applies to the time-based Unlimited tier of any covered product. Because these plans are a fixed time window — every minute of downtime is permanently lost utility — the 100% guarantee is honored from the first qualifying minute, compensated by an automatic SLA credit calculated from the plan's total cost. Let impact fraction = Impact Minutes ÷ the plan term:

Issued automatically as account credit. Cap: total SLA credit is limited to 100% of the plan's total cost per billing cycle. Example: a 30-day Shared ISP USA Unlimited plan with a 1-hour outage → impact fraction ≈ 0.14% → 10× → an SLA credit of ≈ 1.4% of the plan's total cost, applied automatically.

7. Automatic Application (No Claims)

FlashProxy's monitoring computes Monthly Availability per covered product and, using per-account usage data, identifies exactly which customers used an affected product during the impact window. The applicable SLA credit — a percentage of monthly spend (per-GB) or of total plan cost (time-based) — is applied automaticallyto the customer's account, with an in-dashboard notification. Customers do not need to file anything.

SLA compensation credits are issued within a maximum of 72 hours of the incident — measured from the resolution of the incident for time-based plans, and from the close of the affected billing month for per-GB plans (whose compensation is assessed across the full month).

Good-faith disputes are reviewed via contact@flashproxy.io within 30 days of issuance.

8. Performance Targets (Service-Level Objectives)

The target response times under Covered Products are performance objectives and are not, in themselves, credit-bearing (latency and request success also depend on the customer's targets and network). The single credit-bearing "Degraded" trigger is the 50 ms best-vantage threshold defined in §2, applied uniformly across covered products. Shared ISP EU is in launch phase (Netherlands live, additional EU countries rolling out) and is measured from FlashProxy's EU vantage.

9. General Terms

This SLA is the customer's sole and exclusive remedy for availability and performance shortfalls. Total compensation in any month will not exceed the limits stated in §5 and §6. FlashProxy may revise this SLA with at least 30 days' notice; the current version is always published at status.flashproxy.com/sla. Capitalized terms not defined here have the meaning given in the Terms of Service.