Service Level Agreement

Cloud Server Uptime Service Level Agreement
Winky guarantees 100% Cloud Server uptime. This guarantee requires that all Cloud Servers and the physical servers on which they are hosted, are powered on and reachable from the public Internet 100% of the time. This guarantee shall not include the following periods of downtime: 1) Customer powers off or reboots Cloud Server; 2) Customer disables networking capabilities of Cloud Server; 3) Customer's Cloud Server is corrupted, attacked, or mishandled through no fault of Winky; and/or 4) Customer upgrades or downgrades Service and Cloud Server is temporarily disabled to implement the change. In the event that a Cloud Server is unavailable for more than five (5) continuous minutes and such unavailability does not result from an event outlined in the "SLA Exclusions" section below, Winky will issue Customer a credit described in the "SLA Remedy" section below.

Network Uptime Service Level Agreement
Winky guarantees 100% network uptime. This guarantee requires that Winky's data center is reachable from the public Internet 100% of the time.

Hardware Replacement Service Level Agreement
In the event of a dedicated server hardware failure, Winky guarantees that the faulty hardware will be repaired or replaced within one (1) hour of identifying the problem.

SLA Remedy
In the event that Winky fails to meet this SLA, customer will be eligible to request credit for downtime. For any downtime not excluded in this SLA, customer shall receive a credit for 5 times (500%) the actual amount of downtime. The credit shall be calculated as the number of minutes of downtime divided by the number of minutes in 30 calendar days, multiplied by the monthly charge for the Service that incurred the downtime, muliplied by five (5).

Any request for downtime credit must be submitted within 5 business days of the incident in question. The amount of compensation may never exceed Customer's recurring monthly charge. This SLA shall not apply for any month in which the Customer has been in breach of Winky's Terms of Service, or if the account is past due from non-payment.

SLA Exclusions
Situations which are reasonably beyond the control of Winky are not included in this SLA. These situations include:

  • Routine Maintenance - Routine maintenance is a necessary component to Winky's business, and therefore, hardware, software, and/or network maintenance will be required occasionally. Winky will do everything possible to minimize and/or avoid downtime during these maintenance periods. Customers shall receive prior notification of upcoming routine maintenance at the email address we have on file. Routine maintenance periods shall not be eligible for SLA credits.
  • Malicious Attacks - Winky has many safeguards in place to protect against malicious attacks from third parties. However, there may be certain situations where an attack can disable a part of our infrastructure. Winky shall do everything in its power to prevent these attacks but cannot guarantee absolute immunity from such occurences and cannot specify a resolution time. Downtime caused by malicious attacks including Denial of Service attacks are excluded from this SLA.

How to Report a Problem
Winky technicians are available from 9AM to 9PM Pacific Standard Time seven days a week. There are a number of ways to reach us, including phone support, online support page, and email.

  • Phone: 213-291-0558
  • Support Page: http://www.winky.net/members
  • Email: This e-mail address is being protected from spambots. You need JavaScript enabled to view it