SLA - IP Transit

Bamboozle is committed to delivering service quality for fixed term agreement services within the following service level targets.

Uptime

a) Bamboozle commits to 100% network availability to the Customer's port, measured per calendar month. Availability is measured at the Bamboozle-provided port that hands off to the Customer's equipment, and excludes scheduled outages notified under Scheduled Outages below, force majeure, and failures within the Customer's own network or equipment.

b) Downtime is defined in this Service Level Agreement as a total failure of the endpoint service or connection being delivered.

c) For any Downtime in a calendar month, Bamboozle will credit the Customer's account in the next billing period as follows:

Downtime in the Month	Credit
Up to 4 hours	10%
More than 4 hours, up to 8 hours	25%
More than 8 hours	50%

d) Credits applied to the Customer's account will be calculated using the monthly charge for the service affected. To claim a credit, contact the NOC within 30 days of the end of the affected month quoting the relevant ticket references.

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.

Fault Resolution

a) Bamboozle shall respond to urgent network issues within thirty (30) minutes of notification during Business Hours. During Extended Hours, Bamboozle will respond within one (1) hour. These targets are stricter than the P1 target in Support and Response Times above and take precedence for urgent network issues. Urgent network issues relate to maintaining performance of the overall network or a significant service. The Customer agrees to check network status pages or answer services before notifying NOC staff with an urgent network notification.

b) Bamboozle shall make every effort to resolve urgent network issues within its direct control within one (1) hour. Bamboozle shall make every effort to resolve other faults affecting provision of service to the Customer within twenty-four (24) hours. The Customer acknowledges that Bamboozle relies on various network providers and partners for services that support or facilitate the Customer's services and that these service providers may respond to urgent network issues or faults according to their own service level targets.

c) The support and response commitments above apply at no extra charge. Bamboozle reserves the right to charge its standard hourly rates for work during Extended Hours on faults that lie in the Customer's own equipment, network or configuration rather than in the Bamboozle network, unless the Customer has signed an agreement with Bamboozle covering such work.

d) Bamboozle reserves the right to charge customers where the Customer logs faults, incurs the use of Bamboozle staff time, and the problem is later determined to relate to the Customer's network rather than Bamboozle's.

Scheduled Outages

a) Bamboozle endeavors to provide the Customer with at least 5 working days notice of the timing and duration of any planned outages. These will be scheduled to occur at a time that will cause least inconvenience to the majority of Bamboozle customers.

b) The Customer acknowledges that Bamboozle may be required to perform emergency changes to ensure the overall integrity of the Bamboozle network and the services provided to the Customer are maintained. Such emergency changes may require a short notice period and Bamboozle will endeavor to provide at least 2 hours notice under such clauses.

Network Latency and Packet Delivery

a) Bamboozle will provide a quality service with minimum network latency and packet delivery within its direct control. Bamboozle will not be held responsible for third-party network latency outside the boundaries of its own network, such as upstream bandwidth providers, but will work with the Customer to request resolution of such issues.

Cancellation for Performance Issues

a) A Customer who has committed to a fixed term agreement shall only be able to cancel this agreement for the causes specified in these service terms and subject to the following:

• The Customer shall be liable for all charges up until the time of cancellation, calculated on a pro-rata basis.
• The Customer's right to cancel applies only to failures caused by factors reasonably within Bamboozle's control and after Bamboozle has had a reasonable opportunity to rectify the failures.
• If a service level failure giving cause for cancellation can be reasonably proved to relate to only one particular Bamboozle service such as IP Transit and does not affect other fixed term contract services purchased by the customer, the customer shall be able to cancel that particular service only.

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 report a fault, contact our NOC at noc@bamboozle.me or visit support.bamboozle.me.