These terms were last revised on 2024-09-18.
This Service Level Agreement ("SLA") outlines Qloaked's commitments to service availability, support, and performance for its clients.
Qloaked provides access to an administrative interface where domains can be viewed and managed, allowing clients to monitor their domains and services.
Support Hours: Qloaked offers client support between 09:00 and 18:00 GMT, Monday to Friday, excluding UK Bank Holidays and statutory holidays. Support queries can be submitted via email to support@qloaked.com.
Response Times: All support requests will be acknowledged within 24 hours. We aim to resolve issues as quickly as possible, in line with the severity of the problem. Critical issues affecting service availability will be prioritized.
Target Availability: Qloaked's platform is designed to be available 24 hours a day, 7 days a week, excluding scheduled or emergency maintenance. Our target availability for the Qloaked Global Proxy service is 99.999% during each calendar month.
During each calendar month, Qloaked commits that the Global Proxy service will be available for no less than 99.999% of the time. If service availability falls below the stated levels in any given calendar month, clients are entitled to the following service credits:
| Availability | Credit |
|---|---|
| 97.1% to 99.999% | 5% of monthly service fee |
| 95.1% to 97.0% | 10% of monthly service fee |
| 93.1% to 95.0% | 25% of monthly service fee |
| 90.1% to 93.0% | 50% of monthly service fee |
| 0.0% to 90.0% | 100% of monthly service fee |
Service availability is calculated as the percentage of total time during a calendar month that the Global Proxy is operational, excluding scheduled or emergency maintenance. Downtime is measured using Qloaked's internal monitoring systems.
Scheduled Maintenance: Qloaked will provide clients with at least 48 hours' notice for any scheduled maintenance which could result in downtime. This includes routine updates, upgrades, and patches necessary for the performance and security of the service.
Emergency Maintenance: In rare cases where emergency maintenance is required to address critical issues, Qloaked will notify clients as soon as possible, even if prior notice is not feasible.
Unavailability will not be considered to have occurred if:
Clients must request service credits within 30 days of the end of the month during which the availability commitment was not met. Service credits will be applied toward future invoices and will not exceed the total fees paid for the affected month.
Qloaked is not liable for delays or failures to perform its obligations under this SLA if such delays or failures result from circumstances beyond its reasonable control, including but not limited to acts of God, government action, war, terrorism, natural disasters, power failures, and internet disruptions.
Clients must ensure that they are not in violation of their responsibilities under this SLA, including timely payment of all fees and compliance with Qloaked's Terms of Service. Clients in violation of their responsibilities are not eligible for service credits.