Last Updated: Sep 12, 2024
This Service Level Agreement (“SLA” or “Agreement”) is made between ProxyMint (“Service Provider”) and the customer (“Customer”). The purpose of this SLA is to define the service delivery standards, performance measures, and Customer expectations for the use of ProxyMint services. By using ProxyMint services, you agree to the terms outlined in this SLA.
1. Agreement Overview
This SLA outlines the service expectations and commitments for ProxyMint’s services and aims to ensure mutual understanding between ProxyMint and the Customer. This Agreement will remain valid until superseded by a revised agreement. Modifications to this SLA can only be made by mutual agreement between ProxyMint and the Customer.
2. Objectives
The key objectives of this SLA are to:
- Clearly define the roles, responsibilities, and accountability of both ProxyMint and the Customer regarding service delivery.
- Establish a measurable description of service quality and reliability.
- Ensure alignment between Customer expectations and actual service performance.
3. Stakeholders
This SLA is between the following stakeholders:
- Service Provider: ProxyMint
- Customer: The individual or entity subscribing to ProxyMint services
4. Periodic Review
This Agreement is valid from the effective date of service and remains active until further notice. It may be reviewed and revised periodically with the consent of both ProxyMint and the Customer. Changes will be communicated to all parties involved.
5. Service Scope
5.1 Services Covered: The following services are covered by this SLA:
- Email Support: Available 24/7.
- Live Chat Support: Available Monday to Friday, from 6:00 AM to 11:59:00 PM (UTC).
- Remote Assistance: Provided for high-priority incidents during operational hours.
Priority levels are determined by the severity of the issue and its impact on service availability.
6. Service Credit Claims Procedure
To claim a Service Credit, Customers must submit a request via email to support@proxymint.com with the following details:
- Subject line: “SLA Credit Request.”
- Details: Dates, times, and service location of the incident(s).
- Logs: Request logs that document the errors and confirm service downtime.
ProxyMint will review the request and verify the claim within one billing cycle. Failure to provide complete information may disqualify the Customer from receiving the Service Credit.
7. SLA Exclusions
The Service Commitment does not apply to unavailability, performance issues, or downtime resulting from:
- Force Majeure: Events outside ProxyMint’s reasonable control, such as natural disasters, war, or internet outages.
- Customer Actions: Misconfigurations, misuse of the Service, or non-compliance with ProxyMint guidelines.
- Third-Party Providers: Issues with third-party software, equipment, or services that ProxyMint does not control.
- Scheduled Maintenance: Planned maintenance or upgrades, of which the Customer will be notified in advance.
- Security Breaches: Downtime caused by security incidents or attacks on the Customer’s network that are beyond ProxyMint’s control.
- Unauthorized Use: Customer’s violation of ProxyMint’s Terms of Service or improper use of ProxyMint’s services.
8. Performance Monitoring
ProxyMint continuously monitors service availability and performance metrics to ensure compliance with the SLA. All data related to uptime and downtime is logged and stored by ProxyMint and may be audited upon request by the Customer.
9. Customer Responsibilities
To receive the full benefits of this SLA, the Customer is responsible for:
- Ensuring compliance with all applicable ProxyMint policies and guidelines.
- Promptly reporting any service incidents or issues through the official support channels.
- Maintaining their own internet connection and network equipment in working order to access ProxyMint services.
Failure to fulfill these responsibilities may void the Customer’s eligibility for Service Credits or other remedies under this SLA.
10. Limitation of Liability
10.1 General Limitation: ProxyMint’s liability for any claims related to service unavailability, non-performance, or other failures is strictly limited to the Service Credits outlined in this SLA. ProxyMint will not be liable for any indirect, incidental, or consequential damages, including but not limited to lost profits, business interruptions, or data loss, even if ProxyMint has been advised of such damages.
10.2 Maximum Liability: In no event shall ProxyMint’s total liability for all claims related to service performance exceed the total amount paid by the Customer in the 12 months preceding the claim.
11. Termination of the Agreement
This Agreement will terminate automatically upon termination of the Customer’s service subscription. ProxyMint reserves the right to terminate or amend this SLA at its discretion, provided that such changes are communicated to the Customer.
12. Governing Law and Dispute Resolution
This SLA and any disputes arising from the use of ProxyMint services will be governed by the laws of [Insert Jurisdiction]. Any disputes will be resolved through binding arbitration, with the arbitrator’s decision being final and non-appealable.
13. Contact Information
For questions or concerns about this SLA, or to report service issues, please contact ProxyMint Support at [support@proxymint.com].
