SLA - Cloud Services

This Service Level Agreement ("SLA") describes Bamboozle Web Services Inc.'s commitment to providing high availability and uptime for our cloud computing services ("Services"). This SLA applies to all paid subscribers of the Services. We reserve the right to modify this SLA at any time, and such modifications will be effective upon posting on our website.

Hours of Operation and Availability

Metric	Commitment	Details
Platform Availability	99.99%	Monthly Uptime Percentage, measured per calendar month. The exclusions in section 5 apply.
Hours of Operation	24x7x365	Time period during which the Cloud Platform is operating and reachable via internet.
Proactive Monitoring	24x7x365	Bamboozle practices proactive 24x7 monitoring. In the event of a malfunction reported by the monitoring system, Bamboozle immediately and independently will take measures.

Support and Response Times

Support is available 24x7x365 through the Support Portal at support.bamboozle.me or by email to support@bamboozle.me. Business Hours are Monday through Friday, 09:00 to 18:00 GST (UTC+4), excluding UAE public holidays. Extended Hours means all hours outside Business Hours, including weekends and UAE public holidays.

Response times are measured from acknowledgment of the ticket. 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	Critical — service unavailable or active outage	1 hour	2 hours
P2	High — service degraded or at imminent risk of failure	4 hours	8 hours
P3	Standard — service usable, non-urgent issue or request	Next business day	Next business day
P4	Low — question, documentation or scheduled change	Within 3 business days	Within 3 business days

Escalation Procedure

1. Level 1 — Support Team: Contact support@bamboozle.me with the 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 management@bamboozle.me. Response within 2 business days.

1. Definitions

• Downtime — The total accumulated minutes in a calendar month during which the Services are unavailable, excluding unavailability due to maintenance, force majeure events, or customer-induced issues.
• Monthly Uptime Percentage — Calculated as (Total Minutes in Month minus Downtime) / Total Minutes in Month x 100%.
• Service Credit — A credit applied to your future Bamboozle invoice for the affected Services, issued as a percentage of the monthly fees for those Services.
• Affected Services — The specific Bamboozle cloud instances, storage, or networking components impacted by Downtime.

2. Service Commitment

Bamboozle commits to a Monthly Uptime Percentage of at least 99.99% for the Services, measured per calendar month. If we fail to meet this commitment, you may be eligible for a Service Credit as described below.

3. Customer Eligibility for Service Credits

To receive a Service Credit, you must:

• Submit a claim via our support portal (support@bamboozle.me) within 30 days of the end of the affected month, including evidence of Downtime such as error logs or screenshots.
• Be a paid subscriber in good standing.
• Not be in breach of this SLA or our Terms of Service.

Service Credits are your sole remedy for any failure to meet the Service Commitment, and we are not liable for any indirect, consequential, or punitive damages.

4. Service Credit Calculation

The Service Credit is based on the Monthly Uptime Percentage achieved:

Monthly Uptime Percentage	Service Credit
Less than 99.99% but at least 99.0%	10% of monthly fees
Less than 99.0% but at least 95.0%	25% of monthly fees
Less than 95.0%	50% of monthly fees

Credits are capped at 100% of the monthly fees for the Affected Services. Credits are non-transferable and apply only to future charges with no cash value.

5. Exclusions

Downtime does not include unavailability resulting from:

• Scheduled maintenance announced at least 7 days in advance, limited to 2 hours per month.
• Force majeure events such as natural disasters, wars, or pandemics.
• Customer actions or errors including misconfiguration, denial-of-service attacks, or failure to follow documentation.
• Third-party services not controlled by Bamboozle such as upstream providers.
• Beta or preview Services.
• Suspension of Services due to non-payment or abuse.

6. Measurement and Reporting

• We measure uptime using internal monitoring tools across multiple global data centers.
• Monthly uptime reports are available upon request via support.
• You may independently verify uptime using standard tools, but our measurements are conclusive.

7. Changes and Termination

We may update this SLA to reflect new features or changes in Services. Continued use after changes constitutes acceptance. If you terminate your subscription, any accrued but unused Service Credits are forfeited.

8. Governing Law

This SLA is governed by the laws of the State of Delaware, United States, without regard to conflict of laws principles. Any disputes arising under this SLA shall be subject to the exclusive jurisdiction of the state and federal courts located in the State of Delaware.

Contact Us

For questions about this SLA or to claim a Service Credit, contact us at support@bamboozle.me or visit our Support Portal at support.bamboozle.me.