Service Levels and Support

These terms describe how Proxara runs and supports Proxara (the “Service”). They form part of the Master Subscription Agreement. A signed Order Form can add commitments. Nothing here adds one on its own.

1. No default uptime or credit promise

No uptime percentage, service credit, response-time promise or recovery objective applies unless a signed Order Form states it expressly. Processing time depends on the file’s size, type and content, and on how many files are being processed at once. Proxara does not promise that any file will finish within a particular time.

2. Service hours

The model that reads documents and redacts files runs on weekdays from 6:30 a.m. to 7:00 p.m. Mountain time (5:30 a.m. to 6:00 p.m. Pacific). Outside those hours:

• a file sent to Redact is refused with a message giving the hours, and can be sent again then;
• restoring a redacted file keeps working;
• new or changed documents in Connected Systems wait and are read when the hours next begin; and
• the connector keeps answering from what the Service has already read, and approved actions keep running.

The Order Form can set different hours, for example longer hours during tax season.

3. What the Service does when it cannot finish a file

The Service returns a copy only when it has completed and verified the redaction, or when a complete read of the file found nothing to protect. When it cannot do either, it refuses the file and returns nothing. It never sends a file anywhere else. The Windows window shows the result for each file, and each file is handled separately, so one refusal does not stop the others.

Some embedded content, such as macro code and some unreadable pictures, is carried into the copy without being inspected. Supported files and limits lists these cases.

When the service is busy, it can ask for a file to be sent again in a minute. When the service is updated while a file is in progress, it asks for the file to be sent again.

4. Support

Contact support@proxara.ai, or the contact named in the Order Form.

Never email client documents, original files, redacted copies or Claude output. A redacted copy still contains the rest of the document, and redaction can miss details. Instead, send:

• the message shown in the Proxara Redact window, including any code such as WW-NET-01;
• the date and approximate time;
• the file type and approximate size, and how many files were selected;
• the Windows version and the Proxara Redact version; and
• what you expected to happen.

If Proxara needs an example to investigate, it will ask for a file made up for the purpose or agree a secure method in writing first.

Support hours and any response target are as stated in the Order Form. Report security concerns to security@proxara.ai.

5. Updates

Proxara updates the redaction service from time to time. Service updates do not require reinstalling the Windows application. When a new version of the Windows application is released, Proxara provides the new installer and staff install it over the existing one.

6. Exclusions

Proxara is not responsible for unavailability or failures caused by:

• the customer’s network, proxy, firewall or internet connection;
• Windows, Windows security settings, or other software on the customer’s devices;
• files that are locked, password-protected, in unsupported formats, or over the size limit;
• Slack, the customer’s AI provider, or the providers of its Connected Systems;
• misuse, or use outside the Documentation or the Acceptable Use Policy;
• scheduled maintenance, or hours outside the service window; or
• events beyond Proxara’s reasonable control.

7. Changes

Proxara may update these terms. Changes do not reduce a commitment stated in a signed Order Form during its term.