Service Level Agreement
1. Purpose & Scope
This Service Level Agreement ("SLA") defines the support commitments ProxCenter provides to customers holding an active Enterprise licence (Starter, Business or Scale tiers). It applies exclusively to the Enterprise edition. The Community edition is supported on a best-effort basis through public GitHub issues and is not covered by this SLA. ProxCenter is a management and observability layer for Proxmox VE. Your Proxmox hosts, virtual machines and workloads operate independently of ProxCenter and are unaffected by its availability. Accordingly, this SLA governs the responsiveness of ProxCenter support, and does not constitute a production-availability or uptime guarantee.
2. Eligibility
Support under this SLA is available to customers who (a) hold a valid, active Enterprise licence or subscription, (b) run a Supported Version of ProxCenter, and (c) are current on all applicable fees. Support requests are accepted in English or French.
3. Support Hours
Support is provided during business hours: Monday to Friday, 09:00–18:00 (Europe/Paris time, CET/CEST), excluding public holidays in France. Response targets are measured in Business Hours and Business Days as defined in Section 9; time outside support hours does not count toward response targets.
4. How to Get Support
The primary support channel is email at [email protected]. Response targets under this SLA apply to requests submitted to this address from a registered account contact. Please include your licence reference, ProxCenter version, a description of the issue, reproduction steps, and relevant logs. Public issues and feature requests may also be filed on GitHub; these are handled on a best-effort basis and are not subject to the response targets below.
ProxCenter issues on GitHub5. Severity Levels & Response Targets
When you contact support, we assign a severity level based on the operational impact on the ProxCenter management layer. The following first-response targets apply during support hours:
| Severity | Definition | Guaranteed first response | Progress updates |
|---|---|---|---|
| High | ProxCenter is completely unavailable, or a core capability (monitoring or console) is unusable across the estate, with no reasonable workaround. Underlying Proxmox hosts and workloads are unaffected. | 1 Business Day | Every 2 Business Days |
| Medium | A feature is degraded or partially unavailable; a workaround exists, or the impact is limited to part of the estate. | 3 Business Days | Weekly |
| Low | Minor or cosmetic issue, usage question, documentation request, or feature request. | 1 week (5 Business Days) | As work progresses |
"First response" means a qualified acknowledgement from a support engineer that work has begun — not resolution. ProxCenter targets resolution or a workaround as quickly as reasonably practicable, but resolution times are not guaranteed and depend on the nature of the issue.
6. Severity Assessment
You propose the initial severity when you open a request. ProxCenter may re-assess the severity in good faith to reflect the actual operational impact, and will explain any change. If you disagree, contact us and we will discuss the classification.
7. Your Responsibilities
To allow us to meet these targets, you agree to:
- Submit requests from a registered account contact, with enough detail to reproduce and diagnose the issue (version, configuration, logs, reproduction steps).
- Designate a technical contact able to respond to our questions and perform reasonable troubleshooting on your side.
- Keep your deployment on a Supported Version of ProxCenter.
- Provide reasonable, timely cooperation and any access needed to investigate.
8. Exclusions
This SLA does not cover, and response targets do not apply to:
- Issues originating in your own infrastructure — Proxmox VE, hardware, storage, network, or operating system — rather than in ProxCenter.
- Deployments running an unsupported, modified, or self-recompiled version of ProxCenter.
- Third-party software, integrations, or services not supplied by ProxCenter.
- Beta, preview, or experimental features.
- Requests made outside support hours (the response clock starts at the next Business Hour).
- Delays caused by your failure to cooperate or to follow reasonable guidance, or by events beyond our reasonable control (force majeure).
9. Definitions
"Business Day" means Monday to Friday, excluding public holidays in France. "Business Hour" means an hour between 09:00 and 18:00 (Europe/Paris) on a Business Day. "First Response" means a qualified acknowledgement from a support engineer, as described in Section 5. "Supported Version" means the current or immediately preceding minor release of ProxCenter. "Enterprise Edition" means the Starter, Business, or Scale commercial tiers of ProxCenter.
10. Relationship to Other Agreements & Governing Law
This SLA supplements, and is incorporated into, the ProxCenter Terms of Sale and End-User Licence Agreement. In the event of a conflict, those agreements prevail except with respect to support commitments, which this SLA governs. This SLA is governed by French law, and any dispute falls under the jurisdiction of the competent courts of France.
11. Changes to this SLA
ProxCenter may update this SLA from time to time. The version in effect at the start of your then-current licence term applies for that term; changes take effect for subsequent renewals. The current version is always published on this page.
By purchasing or renewing an Enterprise licence, you acknowledge that you have read and agree to this Service Level Agreement.