SLA - Dedicated Servers

This Service Level Agreement ("SLA") applies to Bamboozle dedicated servers — single-tenant physical machines rented from Bamboozle Web Services Inc. and operated in our own racks. It forms part of the Terms of Service and is published so that what we commit to, and what we do not, can be read before anything is signed.

1. What This Agreement Measures

A dedicated server is one physical machine. That shapes this document more than anything else in it, so it is worth stating plainly at the top.

The facility around the server — power, cooling, and the network between the server's port and the internet — is built with redundancy, and we commit to an availability percentage for it in section 3.

The server itself has no such redundancy. One motherboard, and in most configurations one power supply. If a component fails, the machine is down until the part is replaced; no percentage commitment can change that, and a provider offering four nines on a single unredundant box is quoting a number it has no mechanism to honour. What can honestly be committed is how quickly the part is replaced, and that is section 4.

A single server is a single point of failure. That is not a caveat buried in an exclusions list; it is the nature of the product. If an application cannot tolerate the loss of one machine, the answer is more than one machine — a cluster of dedicated servers, or Bamboozle Cloud, where the workload is not tied to one chassis. It is not a stronger promise about one box. We would rather say that here than in a post-incident call.

2. Definitions

• Server — an individual dedicated server listed on the Customer's account.
• Facility Downtime — accumulated whole minutes in a calendar month during which the Server's network port is unreachable from our border routers, or the Server is without power, for reasons within our control.
• Monthly Uptime Percentage — (total minutes in the month minus Facility Downtime) divided by total minutes in the month, expressed as a percentage, calculated per Server.
• Hardware Fault — a failure of a physical component we supplied: disk, memory, power supply, mainboard, network interface or chassis.
• Stocked Component — an SSD or NVMe drive, or a memory module, in a configuration we sell. These are the parts we hold on site as spares, and they are the parts section 4 commits to.
• Diagnosis — the point at which we have confirmed a Hardware Fault and identified the component to be replaced.
• Service Credit — a credit applied against future invoices for the affected Server, calculated as a percentage of that Server's monthly charge.
• Business Hours — Monday to Friday, 09:00 to 18:00 GST (UTC+4), excluding UAE public holidays. Extended Hours means all other hours, including weekends and UAE public holidays.

3. Facility Availability

Bamboozle commits to a Monthly Uptime Percentage of 99.9% per Server for power and for network reachability of the Server's port, measured per calendar month.

Servers are hosted in Equinix DX1 in Dubai and, for configurations sold there, Digital Realty VIE2 in Vienna. Network reachability is measured at our border routers on AS200851; the public internet beyond them is outside our control and outside this commitment.

Downtime is counted in whole minutes. Where a single event causes both a network and a power interruption, it is one event and earns one credit, not two.

4. Hardware Replacement

This is the commitment that matters for a dedicated server, and it is the one we are measured against most often.

On confirmation of a Hardware Fault in a Stocked Component — an SSD or NVMe drive, or a memory module — Bamboozle will replace it within 4 hours of Diagnosis, 24 hours a day, every day. These are the components that fail most often, and they are the ones we keep on the shelf.

Every other component is replaced subject to parts availability. Power supplies, mainboards, network interfaces, processors and chassis are not stocked in every configuration at every site, so no four-hour commitment is made for them and no Service Credit arises from one. What we do commit to is telling you where you stand: within 4 hours of Diagnosis we will confirm whether the part is on site and give you a committed replacement time. A real date is worth more than a four-hour target quietly missed at 02:00 on a Friday.

The clock starts at Diagnosis, not at the moment a ticket is opened. Diagnosis itself is covered by the response times in section 9, and we will say when a fault has been confirmed.

Reinstalling an operating system, restoring data, and reconfiguring the application after a part is replaced are not part of this commitment unless the Server is covered by a managed service agreement.

5. Data on a Failed Disk

There is no credit for data, and we will not pretend otherwise. A refund of a month's rental is not a remedy for losing a database, and presenting it as one would be misleading.

When a disk fails, we replace the disk. We do not recover data from it, and we do not operate a backup of your Server unless you have bought one. If the Server was supplied with a RAID array, that array protects against the failure of a disk — it does not protect against deletion, corruption, ransomware or the failure of the array itself, and it is not a backup.

Backup is a separate service and an inexpensive one — buy it from us, or run it wherever you prefer. What we cannot do is stand behind data that was never copied anywhere. If a Server holds anything whose loss would matter, it needs a copy that is not on that Server, and keeping that copy is the Customer's responsibility.

6. Service Credits

Where the Monthly Uptime Percentage in section 3 is not met, or the Stocked Component replacement time in section 4 is exceeded, the Customer may claim a Service Credit against the affected Server's monthly charge:

Shortfall	Service Credit
Monthly Uptime below 99.9% but at or above 99.0%	10% of that Server's monthly charge
Monthly Uptime below 99.0% but at or above 95.0%	25% of that Server's monthly charge
Monthly Uptime below 95.0%	50% of that Server's monthly charge
Stocked Component replacement exceeding 4 hours from Diagnosis, up to 8 hours	10% of that Server's monthly charge
Stocked Component replacement exceeding 8 hours from Diagnosis	25% of that Server's monthly charge

Credits are calculated per Server and against that Server's charge, not against the Customer's whole account. Credits for a single month are capped at 100% of that Server's monthly charge, apply to future invoices, are not transferable and carry no cash value. Service Credits are the Customer's sole and exclusive remedy for any failure to meet this SLA.

7. Claiming a Credit

Credits are not automatic. To claim one, open a ticket at support.bamboozle.me or email support@bamboozle.me within 30 days of the end of the month in which the shortfall occurred, identify the Server, and state that you are requesting a Service Credit.

You may include your own monitoring data and we will look at it, but it is not required: our measurements determine the figure. The Customer's account must be in good standing and not in breach of the Terms of Service.

8. Exclusions

The commitments above do not apply to, and no credit arises from:

• Scheduled maintenance announced at least 5 working days in advance. Emergency maintenance required to protect the platform may be carried out with shorter notice, and we will give at least 2 hours where circumstances allow.
• Anything the Customer runs on the Server — the operating system, applications, configuration, firewall rules, kernel panics, full disks, or a change made by the Customer or someone acting for them.
• Loss of access caused by the Customer, including lost credentials, locked-out firewall rules and misconfigured remote access.
• Hardware the Customer supplied or asked us to install, which is covered by whatever warranty came with it and not by section 4.
• Replacement of any component other than a Stocked Component, which is carried out as quickly as parts availability allows, against the time we commit at Diagnosis, and carries no Service Credit.
• Denial-of-service attacks directed at the Customer's own addresses or services, and traffic volumes exceeding the port capacity purchased.
• Suspension for non-payment or breach of the Acceptable Use Policy.
• Force majeure — events outside our reasonable control, including natural events, conflict, and failure of public utilities or upstream carriers beyond our border routers.
• Delays caused by waiting for the Customer where we need an instruction, an approval or access before we can proceed. The clock in section 4 pauses while we are waiting and resumes when we have an answer.

9. Support and Response Times

Support is available 24x7x365 through the Support Portal at support.bamboozle.me or by email to support@bamboozle.me. 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 — Server down, unreachable, or a suspected hardware fault	1 hour	2 hours
P2	High — Server degraded, one disk of an array failed, intermittent packet loss	4 hours	8 hours
P3	Standard — Server 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

Remote console access (IPMI or iDRAC) is provided with every Server, so a Customer who wants to begin diagnosis without waiting for us can do so at any hour.

10. 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.

11. Provisioning

Dedicated servers in stock configurations are provisioned within 4 hours of a confirmed order during Business Hours, and within 8 hours for orders placed during Extended Hours. Configurations built to order are quoted with a lead time before the order is accepted. Provisioning time carries no credit; it is stated here because it is advertised and should therefore be written down.

12. Changes and Termination

We may update this SLA to reflect changes in the service. Material changes will be published on this page with a revised date, and continued use of the service after that date constitutes acceptance. Accrued but unused Service Credits are forfeited on termination of the affected Server.

13. 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 support@bamboozle.me or visit support.bamboozle.me. For anything commercial, sales@bamboozle.me.