SLA - Cloud Services

Bamboozle Web Services Inc. (hereinafter "Bamboozle") assumes responsibility for the availability and proper functionality of the entire Server-, Network- and Storage Infrastructure (hereinafter "Clou

Hours of Operation and Availability

Platform availability

99.9%

Percentage of time in hours, measured in an interval of a calendar semester (6 months), during the Cloud Platform is available. Interruptions due to announced maintenances, massive DDOS-Attacks and higher force are excluded.

Hours of Operation

24x7x365

Time period, during Cloud Platform is operating and reachable via internet.

Proactive Monitoring

24x7x365

Bamboozle practices a proactive 24x7 Monitoring of their Cloud Platform. In the event of a malfunction, which was reported by the Monitoring System, Bamboozle immediately and independently will take measures.

Support Level - Cloud Platform

Basic Support

Support Channel	Availability	Response Time
Ticketing System	24x7x365	6 Hours

Basic Support is included and ideal for non-critical environments in which traditional severity and response times aren't needed.

This Service Level Agreement ("SLA") describes Bamboozle Web Services Inc.'s ("Bamboozle," "we," "us," or "our") commitment to providing high availability and uptime for our cloud computing services ("Services"). This SLA applies to all paid subscribers of the Services ("Customers" or "you"). We reserve the right to modify this SLA at any time, and such modifications will be effective upon posting on our website.

1. Definitions

• "Downtime": The total accumulated minutes in a calendar month during which the Services are unavailable to you, excluding any unavailability due to maintenance, force majeure events, or customer-induced issues as outlined below.

• "Monthly Uptime Percentage": Calculated as (Total Minutes in Month - Downtime) / Total Minutes in Month × 100%.

• "Service Credit": A credit applied to your future Bamboozle invoice for the affected Services, issued as a percentage of the monthly fees for those Services.

• "Affected Services": The specific Bamboozle cloud instances, storage, or networking components impacted by Downtime.

2. Service Commitment

Bamboozle aims to maintain at least 99.99% Monthly Uptime Percentage for the Services (the "Service Commitment"). If we fail to meet this commitment, you may be eligible for a Service Credit as described below.

3. Customer Eligibility for Service Credits

To receive a Service Credit, you must:

• Submit a claim via our support portal ([email protected]) within 30 days of the end of the affected month, including evidence of Downtime (e.g., error logs or screenshots).

• Be a paid subscriber in good standing.

• Not be in breach of this SLA or our Terms of Service.

Service Credits are your sole remedy for any failure to meet the Service Commitment, and we are not liable for any indirect, consequential, or punitive damages.

4. Service Credit Calculation

The Service Credit is based on the Monthly Uptime Percentage achieved:

Monthly Uptime Percentage: < 99.99% but ≥ 99.0% - Service Credit Percentage: 10% of monthly fees

Monthly Uptime Percentage: < 99.0% but ≥ 95.0% - Service Credit Percentage: 25% of monthly fees

Monthly Uptime Percentage: < 95.0% - Service Credit Percentage: 50% of monthly fees

Credits are capped at 100% of the monthly fees for the Affected Services. Credits are non-transferable and apply only to future charges; no cash value.

5. Exclusions Downtime does not include unavailability resulting from:

• Scheduled maintenance (announced at least 7 days in advance, limited to 2 hours per month).

• Force majeure events (e.g., natural disasters, wars, or pandemics).

• Customer actions or errors (e.g., misconfiguration, denial-of-service attacks, or failure to follow documentation).

• Third-party services not controlled by Bamboozle (e.g., upstream providers).

• Beta or preview Services.

• Suspension of Services due to non-payment or abuse.

6. Measurement and Reporting

• We measure uptime using internal monitoring tools across multiple global data centers.

• Monthly uptime reports are available upon request via support.

• You may independently verify uptime using standard tools, but our measurements are conclusive.

7. Changes and Termination

We may update this SLA to reflect new features or changes in Services. Continued use after changes constitutes acceptance. If you terminate your subscription, any accrued but unused Service Credits are forfeited.

8. Governing Law

This SLA is governed by the laws of the State of Delaware, USA, without regard to conflict of laws principles.

Contact Us

For questions about this SLA or to claim a Service Credit, contact us at [email protected] or visit our Trust Center at trust.bamboozle.me.

By using Bamboozle Web Services Inc., you agree to this SLA. Last updated: September 21, 2025.