Service Level Agreement - Bamboozle Web Services

This Cloud Service Level Agreement is part of your Cloud Terms of Service.

DEFINITIONS

The following definitions shall apply for purposes of this Cloud Service Level Agreement:

“Affected Components” means the Service(s) that have been affected by the failure to meet a Service Level Guarantee and include the initial Service that failed plus any Service(s) which become inaccessible or unable to perform their intended purpose under the Agreement as a result of the initial Service’s failure.

“Control Panel” means the API used to create, manage, and delete your Cloud Server.

“Cloud Server” means a unique virtual machine instance, save for realCloud Servers Services where Cloud Server shall mean a physical server instance.

“Credit Percentage” means a credit amount calculated as a percentage of the Service Fees in the affected Region.

“Data Center Infrastructure Downtime” means a Host Server experiences a failure as a result of Power or heating problems.

“Data Center Network” means the portion of the Bamboozle cloud network extending from the network egress point of your Host Server, or for Cloud Files Services the cloud edge device, to the outbound port of the data center border router.

“Data Center Network Downtime” means a Host Server is not reachable as a result of a failure in the Data Center Network.

“Host Server” means the physical server which hosts your Cloud Server “Load Balancer” means your unique Bamboozle cloud load balancer instance.

“Monthly Availability” means a monthly availability percentage calculated on a per customer, per Region basis, for a given monthly billing period, as follows: 1 – (total API Errors)/(total Valid API Requests).

“Power” includes uninterruptible power supplies, power distribution units and cabling but excludes Host Server power supplies.

“Region” means a particular physical data center location where the Host Server exists (e.g. Dubai, Atlanta, Amsterdam). Control Planes and Data Planes are independent per region and do not span regions.

“Server Error Response” means an HTTP return status code between 500-599.
“Service Fees” means the fees paid for the Services to which the relevant Service Level Guarantee applies, in the monthly billing period in which the event giving rise to a credit first occurred.
“Valid API Request” is defined as a well formed request that complies with the published API specification.

“Volume” means a logically identified container or dataspace provisioned within the Cloud Block Storage Service for your use.

Capitalized terms not defined in this Service Level Agreement shall have the meaning ascribed to them elsewhere in the Agreement.

Cloud Load Balancers Service Level Guarantee

We guarantee that your Load Balancers will be available 99.99% of the time in any given monthly billing period. Load Balancers will be deemed available unless network traffic is unable to reach the load balanced servers or endpoints as appropriate. In the event of a Load Balancer failure, the system shall failover to a partner device resulting in less than 30 (thirty) seconds of Load Balancer unavailability. If we fail to meet this guarantee you will be eligible for a credit calculated as a percentage of the Service Fee (including monthly instance, concurrent connections and bandwidth charges) as follows: Five percent (5%) of the Service Fees for each hour of unavailability or part thereof, up to one hundred percent (100%) of the Service Fees.

Cloud Servers Service Level Guarantee

We guarantee the Control Panel shall have 99.99% Monthly Availability. If we fail to meet this guarantee you will be eligible for a credit, calculated as follows:

Monthly Availability

< 99.9% – 99.5% < 99.5% – 99.0% < 99.0%

Credit Percentage

10% 20% 30%

Network Availability Service Level Guarantee.

Bamboozle guarantees that its Data Center Network will be available one hundred percent (100%) of the time in any given monthly billing period. The Data Center Network will be deemed available unless a Cloud Server is not reachable due to Data Center Network Downtime. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each thirty (30) minutes of Data Center Network Downtime (or portion thereof), up to one hundred percent (100%) of the Service Fees.

Data Center Infrastructure Service Level Guarantee.

Bamboozle guarantees that data center HVAC (heating, ventilation, and air conditioning) and Power will be functioning one hundred percent (100%) of the time in any given monthly billing period. Data center HVAC and Power will be deemed functioning unless experiencing Data Center Infrastructure Downtime. If we fail to meet this guarantee, you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each thirty (30) minutes of Data Center Infrastructure Downtime (or portion thereof), up to one hundred percent (100%) of the Service Fees.

Cloud Server Hosts Service Level Guarantee.

Bamboozle guarantees the functioning of all Host Servers hosting the Cloud Servers or Cluster (including the hypervisor, where applicable). If a Host Server hosting a Cloud Server or Cluster fails, Bamboozle guarantee that restoration or repair will be complete within one (1) hour of problem identification. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first hour, up to one hundred percent (100%) of the Service Fees.

Migration Service Level Guarantee.

If a Cloud Server migration is required because of Host Server degradation, we will notify you at least twenty four (24) hours in advance of beginning the migration, unless we determine in our reasonable judgment that we must begin the migration sooner. Either way, we guarantee the migration will be complete within three

(3) hours of the time we begin the migration. If we fail to meet this guarantee you will be eligible for a credit, as follows: Five percent (5%) of the Service Fees for each additional hour of unavailability (or portion thereof), after the first three (3) hours, up to one hundred percent (100%) of the Service Fees.

CLOUD SITES SERVICE LEVEL GUARANTEE.

Bamboozle guarantees that its Cloud Sites Services will be available 99.99 percent of the time in any given monthly billing period. If we fail to meet this guarantee, you will be eligible for a credit, as follows: the equivalent of one (1) day’s Service Fees for each sixty (60) minutes of Cloud Sites Services unavailability (or portion thereof), up to one hundred percent (100%) of the Service Fees.