Service Level Agreement

Archived release: v1. Updated: September 17, 2026.

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1. Strict Limitation of Scope

This Support-Level Service Level Agreement ("SLA") is a policy incorporated by reference into the WATTENNE INTERNATIONAL LLC Terms of Use. This SLA applies to all paid accounts.

PLEASE READ CAREFULLY: This SLA covers only the responsiveness of our Customer Support team to properly submitted inquiries.

THIS SLA DOES NOT COVER, AND THE COMPANY EXPRESSLY DISCLAIMS ANY GUARANTEE REGARDING:

  • Network Uptime or Availability: We do not guarantee that the proxy network, dashboard, or API will be available 100% of the time.

  • Proxy Performance: We do not guarantee specific success rates, throughput, latency, or connection stability.

  • Third-Party Blocks: We do not guarantee that proxies will work with any specific target website or that IPs will not be blocked.

  • Resolution Time: We define targets for response time (acknowledgment and initial investigation), not resolution time (the time to fix the issue).

2. Service Hours

Our Support Team operates during the following fixed hours ("Service Hours"):

  • Days: Monday through Friday

  • Time: 01:00 to 16:00 GMT (UTC+00:00)

Support requests submitted outside of these Service Hours will be deemed received at the start of the next Service Hour block.

3. Incident Severity Definitions

Support Tickets should be classified according to the following severity levels. We reserve the right to reclassify any ticket if we reasonably determine the severity level selected by the Customer is incorrect.

Severity Definition Examples
High Critical System Failure. The Service is completely inaccessible or unusable for all users due to issues on the Company's infrastructure side.
  • API returns 500 errors for all requests.
  • Dashboard login is impossible.
  • Cannot generate or access any proxy credentials.
Medium Functional Issue. The Service is operational but experiencing partial degradation, or specific non-critical features are failing.
  • A specific ISP pool is underperforming.
  • Stats/graphs in the dashboard are delayed.
  • API response time is slower than usual.
Low General Inquiries. Non-critical questions, feature requests, billing inquiries, or administrative tasks.
  • "How do I upgrade my plan?"
  • Invoice questions.
  • Feature requests.

4. Target Response Times

The Company will use commercially reasonable efforts to provide an initial human response (not an automated auto-responder) within the following timeframes, measured during Service Hours.

Severity Level Target Response Time
High Within 0 to 24 hours
Medium Within 48 hours
Low Within 5 Business Days

Note: The "Response Time" clock starts when the ticket is received (or at the start of the next Service Hour block if received offline) and stops when our Support Agent sends the first reply. "Business Days" means Monday through Friday, excluding United States federal holidays.

5. No Financial Compensation (No Service Credits)

The response times set forth in Section 4 are performance objectives and targets, not strict guarantees.

You acknowledge and agree that:

  • No SLA Credits: Missing a support-response target alone does not create an SLA credit, refund, discount or financial penalty.

  • Escalation: You may escalate significant or repeated support delays through support@databay.com or stop using the Services under the Terms.

This SLA does not limit the separate service-change credit under Terms Section 6.6, refunds or balance returns owed under the Terms or Refund Policy, payment-dispute rights, or any non-waivable remedy. It does not convert those remedies into SLA credits or provide a general uptime commitment.

6. Exclusions

The Target Response Times do not apply to delays caused by:

  • Force Majeure: Events beyond our reasonable control as defined in Section 17.4 of the Terms.

  • Customer Fault: Failure by the Customer to provide necessary information, use of an unregistered email address, or lack of responsiveness to Support Team inquiries.

  • Third-Party Issues: Issues caused by the Customer’s own hardware, software, network configuration, or target website blocking.

  • Maintenance: Scheduled maintenance windows.

  • Abusive Conduct: Delays reasonably caused by investigating credible misuse or addressing abusive conduct toward support staff. A flag or complaint alone is not proof of a violation.

7. Governing Law

The governing-law and dispute-resolution provisions in Terms Section 16 apply, including consumer protections, court exceptions and valid arbitration opt-outs.

Contact Information

If you have questions regarding this SLA, please contact us:

WATTENNE INTERNATIONAL LLC
30 N Gould St Ste N, Sheridan, WY 82801, USA
Email: support@databay.com