SLA - Smart Hands Services

1. Purpose and Scope

This Smart Hands Service Level Agreement ("Agreement") governs the provision of physical data center support services ("Smart Hands") by Bamboozle Web Services Inc. ("Bamboozle"), operating the Bamboozle Cloud Engine infrastructure, to clients with colocated devices at Bamboozle-operated facilities in Fujairah and Dubai, United Arab Emirates.

This Agreement applies to all clients with sub-rack colocation arrangements, defined as any colocation deployment comprising less than one full dedicated rack cabinet. Clients with dedicated rack or cage allocations may request Smart Hands services under this Agreement at their discretion.

This Agreement supersedes any prior arrangements permitting unescorted client access to the data center floor for sub-rack colocation clients.

2. Definitions

• Smart Hands — Physical technical assistance performed by Bamboozle personnel on behalf of a client within a Bamboozle data center facility.
• Client — Any organization or individual with an active colocation services agreement with Bamboozle Web Services Inc.
• Ticket — A formal Smart Hands request submitted by a client through the Bamboozle client portal or via email to [email protected].
• Response Time — The time elapsed between Bamboozle's acknowledgment of a submitted ticket and the commencement of the requested work by a qualified technician.
• Resolution Time — The time elapsed between commencement of work and completion of the requested task, as confirmed to the client.
• Business Hours — Monday through Friday, 09:00 to 18:00 GST (UTC+4), excluding UAE public holidays.
• Extended Hours — All hours outside of Business Hours, including weekends and UAE public holidays.
• Emergency — A situation involving active service disruption, device failure, or physical safety concern requiring immediate technician response.

3. Smart Hands Services Catalog

The following services are available under this Agreement. All services are subject to technical feasibility and equipment compatibility. Bamboozle Web Services Inc. reserves the right to decline requests that pose a risk to other clients' equipment or facility infrastructure.

3.1 Hardware and Device Management

• Physical installation of new devices including servers, switches, storage units, and appliances
• Decommissioning and removal of devices
• Rack mounting, unmounting, and repositioning
• Rail kit installation and adjustment
• Device labeling and asset tagging

3.2 Power Management

• Device power cycling (controlled reboot)
• Emergency power-off
• Power cable seating and inspection
• PDU port assignment and switching
• UPS bypass and power path verification

3.3 Connectivity and Cabling

• Network cable patching and cross-connects
• Cable management, dressing, and labeling
• SFP / QSFP transceiver insertion and removal
• Console cable connection for remote access enablement
• Fiber and copper cable testing and verification
• KVM connection and session setup

3.4 Media and Storage

• USB drive insertion and removal
• DVD / optical media insertion and removal
• External storage device connection
• Bootable media preparation assistance (device-side)
• Hard drive and SSD hot-swap and replacement

3.5 Remote Hands Support

• BIOS / UEFI access and configuration assistance
• iDRAC / iLO / IPMI remote access setup
• Console session monitoring and relay
• Boot process observation and reporting
• POST error code capture and reporting

3.6 Incident and Failure Response

• Failed component identification and reporting
• Like-for-like hardware replacement with client-supplied parts
• Emergency device isolation
• Physical inspection following alerts or alarms
• Thermal and environmental checks around client equipment

3.7 Operational and Routine Tasks

• Scheduled device reboots
• Firmware and BIOS update assistance (device-side execution)
• Inventory audits and asset verification
• Equipment photography and condition reporting
• Acceptance testing of newly delivered hardware

3.8 Logistics and Receiving

• Receipt and inspection of client hardware deliveries
• Secure storage of client equipment pending installation
• Coordination of equipment dispatch and collection
• Packaging and preparation of equipment for return shipping

4. Service Rates

Smart Hands services are provided at a single standard rate regardless of service type:

Rate	Detail
USD $199.00 per hour	Billed by the minute
Minimum billing increment	15 minutes (USD $49.75)
After-hours surcharge	25% applied to Extended Hours requests
Emergency surcharge	50% applied to Emergency-classified tickets
Parts and materials	Billed at cost plus 15% handling fee
Third-party courier coordination	Billed at cost plus 10% handling fee

Time billing commences when the assigned technician physically arrives at the client's equipment and concludes upon task completion and client notification. Travel time within the facility is not billed. Administrative time for ticket processing is not billed. All rates are exclusive of UAE VAT where applicable.

5. Response Time Commitments

Response times are measured from the point of ticket acknowledgment by Bamboozle support staff. Acknowledgment is provided within 30 minutes of submission during Business Hours and within 2 hours during Extended Hours.

Priority	Classification	Business Hours	Extended Hours
P1	Emergency — active outage or physical safety concern	1 hour	2 hours
P2	High — service degradation or imminent failure risk	4 hours	8 hours
P3	Standard — scheduled or routine task	Next business day	Next business day
P4	Low — non-urgent, flexible scheduling	Within 3 business days	Within 3 business days

6. Ticket Submission Requirements

All Smart Hands requests must be submitted as a formal ticket. Verbal or informal requests will not be accepted as binding commitments. Each ticket must include:

• Client account name and billing contact
• Data center location (Fujairah or Dubai)
• Device identifier(s) such as hostname, asset tag, or rack position
• Clear description of the work required
• Any specific procedures, credentials, or precautions required
• Preferred scheduling window for P3 and P4 requests
• Client contact name and phone number for real-time communication during the task

Tickets may be submitted via:

• Client portal: portal.bamboozle.me
• Email: [email protected] (subject line must include "SMART HANDS REQUEST")

7. Client Responsibilities

Clients are responsible for:

• Providing accurate, complete, and safe instructions for all requested tasks
• Ensuring any required parts, tools, or materials are available at the facility prior to the scheduled task
• Providing valid credentials, access codes, or authorizations required to complete the task
• Being available by phone during task execution for real-time guidance
• Notifying Bamboozle a minimum of 4 business hours in advance of any cancellation or scope change to avoid a cancellation fee equivalent to the 15-minute minimum charge

8. Service Credits and Remedies

If Bamboozle Web Services Inc. fails to meet the response time commitments set out in Section 5, the client is entitled to a service credit as follows:

Breach	Credit
Response time exceeded by up to 50%	10% of the applicable task invoice
Response time exceeded by 51% to 100%	25% of the applicable task invoice
Response time exceeded by more than 100%	50% of the applicable task invoice

Credits must be claimed within 14 days of the incident by submitting a written request to [email protected]. Credits will be applied to the client's next invoice and are not redeemable for cash.

9. Limitations of Liability

Bamboozle Web Services Inc.'s total liability under this Agreement for any single incident shall not exceed the value of the Smart Hands invoice for the specific task involved. Bamboozle accepts no liability for indirect, consequential, or incidental damages including but not limited to data loss, revenue loss, or service downtime resulting from Smart Hands activities performed in good faith in accordance with client instructions. Clients are advised to ensure all data is backed up prior to requesting any hardware interventions.

10. Escalation Procedure

1. Level 1 — Support Team: Contact [email protected] with ticket reference. Response within 4 business hours.
2. Level 2 — Operations Manager: Escalate via support ticket marked "ESCALATION." Response within 1 business day.
3. Level 3 — Management: For unresolved disputes, contact [email protected]. Response within 2 business days.

11. Amendments

Bamboozle Web Services Inc. reserves the right to update this Agreement with 30 days' written notice to affected clients. The current version of this Agreement is always available at bamboozle.me/legal. Continued use of Smart Hands services following the effective date of any amendment constitutes acceptance of the updated terms.

12. Governing Law and Dispute Resolution

This Agreement is governed exclusively by the laws of the State of Delaware, United States of America, without regard to its conflict of law provisions.

Any dispute, claim, or controversy arising out of or relating to this Agreement shall be resolved exclusively by binding arbitration conducted in accordance with the rules of the American Arbitration Association (AAA) then in effect. The arbitration shall be conducted in English. The arbitrator's decision shall be final and binding on both parties and may be entered as a judgment in any court of competent jurisdiction. The parties expressly waive any right to a jury trial and agree that no arbitration shall be conducted on a class-action basis.