This Service Level Agreement (the "SLA") describes the availability commitment for the Aethyn service operated by Sai IT Solutions Ltd. It forms part of, and is subject to, our Terms of Service.
Effective date: 10 June 2026
1. Overview
We aim to keep the Aethyn dashboard, API, and proxy gateways available and performant. This SLA sets out our uptime target, what it does and does not cover, and the remedy available if we fall short.
2. Uptime Target
We target 99% monthly availability for the control plane (dashboard and API) and the proxy gateways, excluding the exclusions below. "Availability" means the gateways and control plane are reachable and accepting requests; our monitoring and the published status page are the authoritative record.
3. What This SLA Does Not Cover
Residential proxy performance depends on third-party networks and on the sites you connect to, so we do not guarantee, and this SLA does not apply to:
- request success rates, connection speed, or latency;
- the availability of any specific IP address, country, city, or ISP, or of any particular session — residential pools fluctuate by nature;
- issues caused by upstream proxy suppliers, target websites, or other third parties;
- GeoIP accuracy or third-party data sources;
- scheduled or emergency maintenance (we give reasonable notice for planned maintenance);
- factors outside our reasonable control (force majeure); and
- accounts that are suspended, in breach of the Terms, or using beta features or free credits.
4. Service Credits
If we miss the uptime target in a calendar month, your sole and exclusive remedy is a service credit applied to your account. Credits are calculated as a percentage of the fees for the affected product for that month, are granted at our reasonable discretion based on confirmed downtime, do not exceed the fees paid for that month, are not redeemable for cash, and do not stack with other credits or promotions. To claim, email support@aethyn.io within 30 days of the incident with the affected dates and account details; credits not claimed within that window are waived.
5. Changes
We may update this SLA from time to time; the "Effective date" above reflects the current version, and continued use of the Service constitutes acceptance.
6. Contact
SLA or availability questions: support@aethyn.io — Sai IT Solutions Ltd, Innovation City Free Zone, Ras Al Khaimah, United Arab Emirates.