SLA - Object Storage

This Service Level Agreement ("SLA") describes Bamboozle Web Services Inc.'s commitment for Bamboozle Object Storage, the S3-compatible storage service ("the Service"). It applies to all paid users of the Service. We may modify this SLA, and modifications take effect when posted on this page.

1. Definitions

• Request — a single S3 API call made to the Service endpoint for a bucket, including PUT, GET, HEAD, LIST and DELETE operations.
• Failed Request — a Request that returns an HTTP 500, 503 or equivalent internal error, or that receives no response within the applicable timeout. Requests that return 4xx responses are not Failed Requests: a 403 on a bad signature, a 404 for an object that does not exist, or a 429 under a rate limit are correct answers, not faults.
• Error Rate — for any five-minute interval, Failed Requests divided by total Requests in that interval, for one region. An interval in which you made no Requests is treated as having an Error Rate of zero.
• Downtime Interval — a five-minute interval with an Error Rate above 1%.
• Monthly Availability — 100% minus the proportion of five-minute intervals in the calendar month that were Downtime Intervals, expressed as a percentage, calculated per region.
• Service Credit — a credit applied against future invoices for the Service, as a percentage of the monthly charges for the affected region.

2. Availability Commitment

Bamboozle commits to 99.9% Monthly Availability for the Service in each region, measured per calendar month and per region. The exclusions in section 6 apply.

The Service is currently offered in Dubai DX1 and Vienna VIE2. Fujairah FJ1 is announced and not yet in service; this SLA applies to it from the day buckets can be created there, and not before.

99.9% over a 30-day month allows approximately 43 minutes of Downtime Intervals. Availability is measured at our storage endpoint; it does not describe the network between you and that endpoint, which is covered by the IP Transit SLA where you buy connectivity from us.

3. Durability, and Why It Is Not a Credit

Object Storage is erasure coded: every object is split into data and parity shards distributed across storage nodes, so the cluster survives multiple simultaneous node failures without data loss. That is a property of how the system is built, and we will describe the configuration for your region on request.

We do not attach a service credit to a durability percentage, and we would be sceptical of anyone who does. The large providers publish durability design targets — the familiar "eleven nines" — in their marketing and documentation. Those figures do not appear in their service level agreements, which cover availability only. A credit denominated in one month's storage charges is not a remedy for losing data, and presenting it as one misleads.

What protects your data is architecture plus your own configuration. The Service supports versioning, so an overwrite or delete is recoverable, and object lock, so an object can be made immutable for a retention period and cannot be removed by a compromised credential. Both are documented and both are off until you turn them on. A bucket without them is one mistaken `rm` from a bad afternoon, and no SLA changes that.

4. Service Credits

Where Monthly Availability for a region falls below the commitment, you may claim:

Monthly Availability	Service Credit
Less than 99.9% but at least 99.0%	10% of that region's monthly charges
Less than 99.0% but at least 95.0%	25% of that region's monthly charges
Less than 95.0%	50% of that region's monthly charges

Credits are capped at 100% of the monthly charges for the affected region, apply only to future charges, are non-transferable and have no cash value. Service Credits are your sole remedy under this SLA.

5. Claiming a Credit

To claim, email support@bamboozle.me within 30 days of the end of the affected month, with the subject line "SLA Credit Request", including:

• the affected region and the calendar month claimed for;
• the approximate times of the failures, and the bucket or buckets affected;
• any logs, error responses or monitoring output you hold. Client-side evidence is useful and we will not refuse a claim for lacking it — our own measurements decide the figure.

You must be in good standing and not in breach of the Terms of Service. We respond to claims within 10 business days.

6. Exclusions

The following do not count towards Downtime Intervals:

• Scheduled maintenance announced at least 7 days in advance, and emergency maintenance required to preserve the integrity of the platform, announced as early as circumstances allow.
• Force majeure, including natural disasters, war, and failures of public infrastructure outside our facilities.
• Requests rejected correctly — authentication failures, missing objects, malformed requests, policy denials and rate limiting.
• Failures caused by your own configuration, including bucket policies, lifecycle rules that delete data, or credentials you have exposed.
• Network conditions outside our network, including your own connectivity and transit networks we do not operate.
• Suspension for non-payment or breach of the Acceptable Use Policy.
• Beta or preview features identified as such when you enable them.

7. 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 — storage endpoint unavailable or returning errors at scale	1 hour	2 hours
P2	High — degraded performance or elevated error rate	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

8. 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.

9. Changes and Termination

We may update this SLA to reflect changes in the Service. Continued use after a change constitutes acceptance. On termination, accrued but unused Service Credits are forfeited.

10. 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 are 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.