Uptime commitments, response times, and support guarantees for ProxyStack and SentinelAI customers.
Effective Date: February 12, 2026 · Last Updated: February 12, 2026
This Service Level Agreement ("SLA") defines the service commitments that IAMVC Holdings, LLC ("Company") provides to customers of ProxyStack and SentinelAI. This SLA applies to paid subscription tiers (Pro and Enterprise) and supplements the Terms of Service.
ProxyStack is a locally-installed application. This SLA covers the cloud services that support it: the License API, update server, customer portal, and support infrastructure. SentinelAI SLA covers the hosted dashboard, API, and agent communication services.
| Service | Community | Pro | Enterprise |
|---|---|---|---|
| License API | Best effort | 99.5% | 99.9% |
| Update Server | Best effort | 99.5% | 99.9% |
| Customer Portal | Best effort | 99.5% | 99.9% |
| SentinelAI Dashboard | Best effort | 99.5% | 99.9% |
| SentinelAI API | Best effort | 99.5% | 99.9% |
Uptime is measured monthly, excluding scheduled maintenance windows. ProxyStack itself runs locally and is not subject to uptime SLA — it operates independently of our servers with a 30-day license grace period for offline use.
| Priority | Community | Pro | Enterprise |
|---|---|---|---|
| Critical — Service down, data loss risk | Community FAQ | 4 hours | 1 hour |
| High — Major feature broken | Community FAQ | 8 hours | 2 hours |
| Medium — Feature degraded | Community FAQ | 24 hours | 4 hours |
| Low — Question, enhancement request | Community FAQ | 48 hours | 8 hours |
Response times are measured during business hours (Monday–Friday, 9 AM–6 PM ET), except for Critical priority Enterprise tickets which are monitored 24/7.
| Channel | Community | Pro | Enterprise |
|---|---|---|---|
| Documentation & FAQ | ✓ | ✓ | ✓ |
| Community Forum | ✓ | ✓ | ✓ |
| Email Support | — | ✓ | ✓ |
| Support Ticket Portal | — | ✓ | ✓ |
| Priority Queue | — | — | ✓ |
| Dedicated Account Manager | — | — | ✓ |
| Phone/Video Support | — | — | ✓ |
We perform scheduled maintenance during low-traffic windows (typically Sunday 2–6 AM ET). Customers will be notified at least 48 hours in advance for planned maintenance that may affect service availability.
Emergency maintenance may be performed without advance notice when required to address security vulnerabilities or critical system issues. We will notify affected customers as soon as practicable.
If we fail to meet the uptime commitment for your tier in a given month, you are eligible for service credits:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a service credit, submit a support ticket within 30 days of the incident. Credits are applied to future invoices and do not exceed 50% of your monthly subscription fee. Credits are not available for Community (free) tier users.
This SLA does not apply to:
We maintain daily backups of all customer data (license records, portal accounts, support tickets, telemetry). Backups are retained for 30 days. In the event of data loss, we will restore from the most recent backup within:
ProxyStack users are responsible for their own local backups. The built-in Backup & Restore feature supports scheduled backups of configuration, certificates, and settings.
In the event of a security incident affecting customer data:
We may update this SLA with 30 days' notice. Changes will be communicated via email to active subscribers. The most current version is always available at this URL. Continued use of paid services after changes take effect constitutes acceptance.
For SLA-related inquiries or to request service credits: