SLA - Business Email

This SLA applies to all Bamboozle Business Email Solutions independent of its tier or configuration.

1. Availability Guarantee

Uptime Commitment: We guarantee 99.9% monthly uptime for the hosted mail service, ensuring accessibility for sending, receiving, and managing emails.

Service Credits: If uptime falls below 99.9%, eligible customers receive service credits:

Monthly Uptime Percentage	Service Credit
Less than 99.9% but at least 99.0%	25% of monthly fee
Less than 99.0% but at least 95.0%	50% of monthly fee
Less than 95.0%	100% of monthly fee

Exclusions: Downtime due to scheduled maintenance announced 48 hours in advance, customer network issues, or force majeure events such as natural disasters is not covered.

2. Data Loss Prevention

• Infrastructure Resiliency: Email data is stored on redundant servers to protect against hardware failures. No geographic replication is provided.
• Data Integrity: Automated checks ensure data consistency, but no guarantee is provided for data loss due to user actions such as accidental deletion, malware, or ransomware, or datacenter-level failures.
• Customer Responsibility: You are fully responsible for protecting against data loss. We strongly recommend using third-party backup solutions.

3. Backup Mechanisms

• No Built-in Backups: The service does not provide native backup functionality or data retention beyond active storage.
• Third-Party Backups: Customers must implement and manage their own backup solutions using third-party providers such as Veeam, Spanning, or similar services for data protection and recovery.
• No Provider-Supported Backups: We do not offer or integrate with backup services. All backup processes are external to the service.

4. Recoverability

• User Recovery: No built-in recovery for deleted items. Once emails, calendars, or contacts are deleted, they are permanently removed without a recoverable folder.
• Admin Recovery: No native tools for restoring deleted items or mailboxes. Recovery depends entirely on third-party backup solutions implemented by the customer.
• Inactive Mailboxes: Deleted user mailboxes are permanently removed immediately upon deletion. No retention period is provided.
• Recovery Point Objective (RPO): Dependent on third-party backup frequency as configured by the customer.
• Recovery Time Objective (RTO): Dependent on third-party backup provider, typically minutes to hours for restores based on their capabilities.
• Limitations: No recovery is possible without third-party backups. Data loss due to user actions, corruption, or external threats such as ransomware is not covered by the service.

5. Customer Responsibilities

• Select, configure, and maintain a third-party backup solution to protect email data.
• Regularly test backups to ensure recoverability.
• Export critical data for long-term storage outside the service.

6. Support and Contact

• Support Availability: 24/7 via email, phone, or portal for service-related issues.
• Response Time: Within 1 hour for service outages and 4 hours for non-critical issues.

For SLA details or support, visit support.bamboozle.me or contact our support team at [email protected].

7. 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.

Please note: Bamboozle Web Services discontinued its Business Email Services effective September 2025. This document is retained for reference purposes only.