Service Level Agreement (SLA)
Effective Date: July 7, 2025
Website: www.winiox.com
Company: Winiox Hosting Solutions (“Winiox”, “we”, “us”, or “our”)
Applies To: All active hosting service clients
This Service Level Agreement (SLA) outlines our commitment to service performance, uptime, support response, and remedies in the event of a service disruption.
1. Service Commitment
Winiox is committed to providing a 99.9% uptime guarantee for all hosting services, excluding scheduled maintenance or circumstances beyond our control.
2. Uptime Guarantee
We guarantee that our network and server infrastructure will be available at least 99.9% of the time each month.
Exclusions:
Uptime calculations do not include:
Scheduled maintenance (with at least 24 hours notice)
Force majeure (natural disasters, internet outages, war, etc.)
Software or code errors caused by the client
Attacks such as DDoS beyond our mitigation capability
Client-side issues (e.g., local network or browser problems)
3. Scheduled Maintenance
Scheduled maintenance is typically performed during low-traffic hours
Notice will be provided via email or system notifications at least 24 hours in advance
Maintenance periods are excluded from uptime calculations
4. Support Response Time
Our support team is available 24/7 via ticket, email, and live chat. Target response times:
| Priority | Issue Type | Response Time |
|---|---|---|
| High | Server outage, major service loss | Within 1 hour |
| Medium | Degraded performance, errors | Within 4 hours |
| Low | General inquiries, minor issues | Within 12 hours |
5. Performance Monitoring
Winiox uses real-time monitoring to track uptime, performance, and resource usage. If a service falls below the SLA thresholds, users may request a credit.
6. SLA Credits
If uptime falls below 99.9% in a given month, you’re eligible for service credits as follows:
| Uptime (%) | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.89% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
To claim credit:
Submit a request to support@winiox.com within 7 days of the incident
Include relevant logs or impact details
Credits apply to future invoices only (no cash refunds)
7. Limitations
Total monthly credits cannot exceed 100% of your monthly hosting fee
SLA does not cover free or trial accounts
Custom or unmanaged VPS/dedicated servers may have separate SLAs
SLA credits are your sole and exclusive remedy for downtime
8. Amendments
Winiox reserves the right to modify this SLA at any time. Changes will be posted to our website with a new effective date.
Last updated: July 7, 2025
9. Contact for SLA Issues
If you believe we have not met the SLA terms, contact us:
Email: support@winiox.com
Website: www.winiox.com