HProxy says its median first reply lands at 39 seconds, and close to nine in ten new chats get an answer inside three minutes — whether the message arrives at midday or the middle of the night.
“A customer with a problem at three in the morning should not have to wait for an office to open.” — Billal Ainaoui, founder of HProxy
HERFORD, GERMANY, November 2, 2026 /EINPresswire.com/ — The German proxy provider HProxy says its support chat usually produces a first answer within 39 seconds, regardless of the hour, based on numbers the company released today.
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HProxy advertises round-the-clock support, seven days a week. A live chat widget appears on every page of hproxy.com, letting customers write in whenever they like. Within seconds an automated message acknowledges that the question has landed, and the typical human reply then arrives in less than a minute.
The published data spans the fortnight running from October 19 to November 2, 2026. During those two weeks, almost nine out of ten new chats drew a first response within three minutes. Overnight and weekend messages fared no worse than daytime ones: the median reply came in at 39 seconds during the day, 40 seconds at night and 34 seconds at weekends.
One exchange illustrates the pattern. At 2:56 a.m. Berlin time on October 31, a customer asked how to create thousands of proxy lines in one go. The first answer, laying out the steps, landed 45 seconds later. Under three minutes after the opening message, the customer replied: “ok lovely”.
“Proxies run all night, so problems come up all night,” said Billal Ainaoui, founder of HProxy. “A customer with a problem at three in the morning should not have to wait for an office to open. We believe these are some of the best support times in the proxy market, and we publish them so that buyers can check for themselves.”
Why support comes first at HProxy
Proxy users rely on them for work that cannot pause — price monitoring, website testing, collecting public data — and much of that activity happens overnight. If a proxy fails or a setting is wrong, the task halts with it, and waiting until the next morning for an answer can wipe out an entire night’s work.
HProxy serves customers worldwide, and roughly one in four messages arrives during the night by Berlin time. A message sent at 3 a.m. in Germany frequently comes from someone in the middle of a working day in Asia.
What the market promises
Fast support is a common pledge among proxy providers, but concrete numbers are rare. On November 2, 2026, HProxy examined the websites of 101 proxy sellers. Of the 83 sites it could read, around half promise round-the-clock support. Only a handful state a reply time, and those range from a few minutes up to 24 hours.
HProxy’s aim is to let buyers compare actual figures. That is why this release sets out the numbers, the period they cover and the method used to measure them.
How support works
Using the live chat requires no account. Before responding, support staff read the customer’s earlier messages and look up the order, sparing the customer from explaining the same problem twice.
Many buyers are new to residential proxies, so support explains them in plain language: what a residential proxy is, when a rotating or a fixed address suits better, and how to target a country or a city. Support first asks what the proxy is for, since the answer determines which product fits.
When a customer reports a problem, support requests the exact proxy line and the website involved, tests that line from HProxy’s own server, and replies with what the test showed.
Customers who have navigated away from the page get an email when the reply arrives. Support is also reachable by email, on the HProxy Discord server and through the HProxy bot on Telegram.
What customers say
Support features in customers’ public reviews. One wrote that “support is always quick to help”. Another described “very helpful and patient service”. HProxy also appears on software platforms including G2, Capterra, SourceForge and Product Hunt, where buyers can compare it with other providers.
Support in more than 20 languages
Support replies in the customer’s language and can work in more than 20 languages. Over the last two months, replies went out in at least 15 languages, among them Chinese, German, Russian, Hindi, Portuguese, Vietnamese, Spanish, French, Turkish and Bengali.
Residential proxies from $0.44 per GB
HProxy sells residential proxies from $0.44 per GB at volume, with no subscription, so customers pay only for what they use. It also sells ISP proxies from $0.65 per GB, mobile proxies from $1.50 per GB and datacenter proxies from $0.10 per IP.
The same support covers every product and every order size. A customer buying a single gigabyte reaches the same chat as a customer buying thousands.
HProxy also runs free tools for proxy users, including a verified free proxy list, a proxy checker and an IP lookup. These need no account.
A registered German company
HProxy is operated by Obsidian UG (haftungsbeschränkt), a company registered in Germany (local court of Bad Oeynhausen, HRB 20982). Its address is Leopoldstr. 2-8, 32051 Herford, Germany. The company details are public in the imprint at https://hproxy.com/imprint. As a German company, HProxy follows German and EU law, including EU data protection rules.
How the numbers were measured
The figures cover messages sent to HProxy support through the website chat and Discord between October 19 and November 2, 2026, Berlin time. For each customer message, HProxy measured the time until the first answer from support. Automatic messages do not count as answers. Short messages such as “thanks” or “ok” are left out, and so are company test accounts and spam. Messages with no reply count against the percentages.
The typical reply is the median: half of the answered messages were faster and half were slower. These figures measure the first reply. They do not show how long it took to solve a problem.
About HProxy: HProxy (hproxy.com) is a proxy provider based in Germany. It sells residential, ISP, datacenter and mobile proxies and runs free tools for proxy users: a verified free proxy list, a proxy checker, an IP lookup, and a free proxy API and MCP server for AI assistants. HProxy is operated by Obsidian UG (haftungsbeschränkt), Herford, Germany.
Billal Ainaoui
HProxy
marketing@hproxy.com
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Why it matters
For proxy buyers, support speed is often an invisible line item until something breaks at an inconvenient hour — and HProxy’s own survey suggests most competitors leave customers guessing, with only a handful publishing any reply-time figure at all. By releasing its median response times alongside the measurement method, the company is inviting direct comparison in a market where round-the-clock promises are common but verifiable numbers are not.
