Service Level Agreement

1. Residential and mobile

This SLA covers the availability of the Basil Proxies network and dashboard, not any single IP. Residential and mobile proxies are drawn from large pools; an individual IP going offline or being rotated out is normal pool behavior, not a service outage.

2. ISP proxies

For ISP proxies, our only commitment is that the IP is live and reachable. We don't guarantee that any specific target website will accept traffic from it — what bot protection a site runs is the target's decision, entirely outside our control. We don't guarantee latency or speed to any target; any numbers we publish are results from our own testing, not promises, and your actual speed depends heavily on your own network and infrastructure. We don't guarantee a specific IP, a specific location within the region you've purchased, or a specific subnet beyond what you bought. If your own usage gets an IP flagged or blocked by a target ("burned"), that isn't a failure of this commitment — the IP is still working, it's simply been refused by that target. We may offer to rotate a burned IP as a courtesy; that's entirely at our discretion and we may decline for any reason.

3. Uptime commitment

We target 99% monthly uptime for the Basil Proxies service, as scoped above.

4. Measurement

Uptime is measured against our own monitoring.

Check current status→

5. Exclusions

The following don't count against the uptime commitment: scheduled maintenance announced at least 24 hours in advance, circumstances beyond our reasonable control, issues caused by your own network, device, or software, and running out of available balance or bandwidth on your account. What's guaranteed for a specific target or IP is covered in the ISP proxies section above.

6. Service credits

If we miss the 99% commitment in a given month, your account is credited against future usage. No cash refunds. Credits are capped at 100% of what you paid for that product in that month.

7. Claim procedure

Email [email protected] within 15 days of the incident with the affected time window and what you observed. We verify against our monitoring and apply any credit to your account balance.