Service Level Agreement
Last updated: February 2026
| Plan | Uptime Commitment | Service Credit |
|---|---|---|
| Free | Best effort | — |
| Shield | 99.5% | 5% per 0.1% below |
| Guardian | 99.9% | 10% per 0.1% below |
| Fortress | 99.99% | 25% per 0.1% below |
How We Measure Uptime
Uptime is calculated as the percentage of time the proxy service is available and correctly routing traffic during a calendar month. We measure availability using external monitoring from multiple geographic locations. A service is considered unavailable when it fails to route legitimate player connections for more than 60 consecutive seconds.
Service Credits
Service credits are applied as a percentage discount on your next monthly invoice. Credits are calculated based on the total downtime during the billing period, excluding any exclusions listed below. Maximum credit per billing period is 100% of that month's fees. Credits must be requested within 30 days of the incident.
Incident Response
We monitor all edge nodes continuously and respond to incidents automatically. For Fortress plan customers, our team is available 24/7 for manual escalation. Incidents are posted to our status page within 15 minutes of detection. Post-incident reports are provided within 48 hours for any outage affecting paid plans.
Exclusions
- –Scheduled maintenance windows announced at least 24 hours in advance
- –Force majeure events including natural disasters, war, or government actions
- –Issues caused by your backend servers, DNS misconfiguration, or third-party services
- –DDoS attacks exceeding 1 Tbps sustained for more than 15 minutes
- –Abuse or violation of our Terms of Service
To request SLA credits, contact support@pixelshield.net with your account details and the dates of the affected period.