Service Level Agreement

This Service Level Agreement (hereinafter referred to as SLA) defines service availability, technical support standard, fault handling procedure and liability provisions for all paid communication API, international short message and VoIP voice service supplied by Winkly Science&Technology PTE. LTD., registered in Singapore. This document serves as supplementary binding content to our general Terms of Service.

 

1. Service Availability Standard

 

1. Standard enterprise API channel: Annual guaranteed service uptime reaches 99.9% throughout each calendar year.

 

2. Premium dedicated private line channel for large-scale corporate clients (JD Group, China Mobile International and other established cross-border corporations): Committed uptime is set at 99.95%.

 

3. Calculation rule of service outage: System breakdown originating directly from our server and telecom access pipeline counts towards downtime. Temporary interruption caused by client-side network configuration, local telecom restriction or improper API parameter setting shall not be categorised as our service fault.

 

2. Tiered Technical Support Response Timeline

 

1. Critical-level system breakdown which fully cuts off message and voice transmission: Our technical team initiates troubleshooting response within 30 minutes after formal support ticket submission;

 

2. Medium-level partial function anomaly: Official reply delivered within two working hours;

 

3. Ordinary consultation regarding billing, interface access, tariff adjustment: Response arranged within one business day.

Support service operates from Monday to Friday following Singapore standard working hours, emergency fault disposal remains available round the clock all year long for paid enterprise clients.

 

3. Service Compensation Regulation

 

If our annual service availability fails to meet guaranteed standard due to our internal system malfunction, clients can apply for proportional service credit as compensation:

 

1. Downtime exceeding agreed standard: We offer free service quota equivalent to the loss of communication volume;

 

2. Compensation cannot be converted into cash refund voluntarily unless both parties sign supplementary written business contract.

Compensation application must be submitted within 15 calendar days after service disruption gets resolved. Applications raised beyond this time frame will not get approved.

 

4. Exclusion of Liability

 

Our company shall bear no service compensation obligation under circumstances listed below:

 

1. Service interruption arising from local national telecom regulation adjustment, international network routing fluctuation, government administrative control;

 

2. Improper configuration, modified interface parameters or third-party downstream operator failure on the client’s side;

 

3. Service lock implemented according to Acceptable Use Policy to block non-compliant transaction and illegal communication behaviour.

 

5. Term & Amendment

 

This SLA takes effect once clients complete service activation. Our enterprise reserves rights to optimise service indicators, and revised content will be posted publicly on our official website footer legal page area.