Availability Policy
Last updated: April 12, 2026
This Availability Policy describes how ResProxy (operated by JC Media Agency Limited LLC) approaches reliability, support response times, and maintenance across our proxy services. It is written as a transparent statement of our operational practices and does not, by itself, constitute a Service Level Agreement with specific financial remedies. Standard retail plans are provided on a reasonable-best-effort basis. Written SLAs with credit terms are available to enterprise customers under a signed addendum — see section 5 below.
This policy is incorporated into and subject to our Terms of Service. In the event of a conflict between this policy and the Terms of Service, the Terms of Service shall prevail.
1. Availability Commitment (Standard Plans)
We operate our proxy gateway infrastructure with the goal of maintaining high availability around the clock. Our team monitors service health continuously, and we respond to incidents as quickly as possible. Standard plans do not carry a contractual uptime percentage or automatic service credit; they are provided on a reasonable-best-effort basis, consistent with general industry norms for self-serve retail SaaS. If persistent availability issues materially affect your use of the service, contact us and we will work with you individually to resolve them — see refund rights in our Refund Policy.
2. Support Response Times
We commit to the following target response times for support requests submitted via an official support channel (email or Telegram). These are operational targets, not contractual guarantees on standard plans.
| Severity | Description | Target Response |
|---|---|---|
| Critical | Complete service outage affecting all proxy connections | Within 1 hour |
| High | Significant degradation affecting many connections or specific regions | Within 3 hours |
| Medium | Partial service issues, individual IP problems, or non-critical feature problems | Within 12 hours |
| Low | General inquiries, feature requests, or non-urgent configuration assistance | Within 24 hours |
Response times are measured from the time a request is submitted through an official support channel to the time a human support agent acknowledges the request and begins investigation. Automated responses do not count toward meeting the response target.
3. Infrastructure Measures
To support our availability goals, we employ the following operational measures:
- Distributed Gateways: Proxy gateway endpoints are deployed across multiple regions to reduce single-location failure impact.
- Automated Health Checks: Failing nodes are detected by our monitoring systems and traffic is routed to healthy nodes where possible.
- Continuous Monitoring: Our operations team tracks service health, connection success rates, latency, and bandwidth across our fleet.
- Incident Alerts: Performance anomalies trigger internal alerts so the team can investigate and mitigate quickly.
4. Maintenance Windows
We perform scheduled maintenance to upgrade infrastructure, apply security patches, and improve service quality. Our maintenance practices include:
- We aim to provide advance notice for planned maintenance via email, dashboard, and/or Telegram.
- Maintenance is typically scheduled during low-traffic periods (02:00-06:00 UTC on weekdays).
- Rolling updates are used where possible to minimize user impact.
- Emergency maintenance may be performed without advance notice to address critical security or stability issues.
5. Custom Written SLAs (Enterprise)
Enterprise customers can negotiate a written SLA addendum as part of a signed agreement. Custom SLA addenda can include:
- Specific monthly uptime percentage commitments measured against defined endpoints.
- Service credit tiers with financial remedies for missed targets.
- Dedicated support channels with shorter response times.
- Scheduled maintenance windows tailored to your time zone and operational calendar.
- Dedicated infrastructure and failover arrangements.
To discuss an enterprise SLA, contact Contact@jcmedia.agency with your expected volume, target geographies, and any specific availability requirements. We will confirm all commitments in writing before contract signing.
6. Exclusions
The following situations are outside the scope of this policy and do not reflect a failure by us to meet our operational commitments:
- Scheduled Maintenance: Planned maintenance windows communicated in advance.
- Force Majeure: Events beyond our reasonable control, including natural disasters, wars, terrorism, government actions, epidemics, power outages, or widespread Internet infrastructure failures.
- Third-Party Issues: Outages caused by upstream ISPs, DNS providers, or target websites blocking or rate-limiting connections.
- Customer-Caused Issues: Downtime resulting from your actions, configurations, or equipment, including exceeding concurrent connection limits or sending malformed requests.
- Abuse or Policy Violations: Service interruptions caused by activities that violate our Terms of Service or Acceptable Use Policy.
- Emergency Security Actions: Emergency maintenance to address critical security vulnerabilities or active attacks.
- Beta or Preview Features: Any features explicitly designated as beta, preview, or experimental.
7. Changes to This Policy
We may modify this policy from time to time. Any changes will be posted on this page with an updated "Last updated" date. We will use commercially reasonable efforts to notify existing customers of material changes via email or dashboard notification.
8. Contact Information
For availability-related inquiries or to report a service issue:
- Email: Contact@jcmedia.agency
- Telegram: @resproxy
- Website: resproxy.io