# SLA - Smart Hands Services ### 1. Purpose and Scope This Smart Hands Service Level Agreement ("Agreement") governs the provision of physical data center support services ("Smart Hands") by Bamboozle Web Services Inc. ("Bamboozle"), operating the Bamboozle Cloud Engine infrastructure, to clients with colocated devices at Bamboozle-operated facilities in Fujairah and Dubai, United Arab Emirates. This Agreement applies to all clients with sub-rack colocation arrangements — defined as any colocation deployment comprising less than one full dedicated rack cabinet. Clients with dedicated rack or cage allocations may request Smart Hands services under this Agreement at their discretion. This Agreement supersedes any prior arrangements permitting unescorted client access to the data center floor for sub-rack colocation clients. ### 2. Definitions **Smart Hands** — Physical technical assistance performed by Bamboozle personnel on behalf of a client within a Bamboozle data center facility. **Client** — Any organization or individual with an active colocation services agreement with Bamboozle Web Services Inc. **Ticket** — A formal Smart Hands request submitted by a client through the Bamboozle client portal or via email to . **Response Time** — The time elapsed between Bamboozle's acknowledgment of a submitted ticket and the commencement of the requested work by a qualified technician. **Resolution Time** — The time elapsed between commencement of work and completion of the requested task, as confirmed to the client. **Business Hours** — Monday through Friday, 09:00–18:00 GST (UTC+4), excluding UAE public holidays. **Extended Hours** — All hours outside of Business Hours, including weekends and UAE public holidays. **Emergency** — A situation involving active service disruption, device failure, or physical safety concern requiring immediate technician response. *** ### 3. Smart Hands Services Catalog The following services are available under this Agreement. All services are subject to technical feasibility and equipment compatibility. Bamboozle Web Services Inc. reserves the right to decline requests that pose a risk to other clients' equipment or facility infrastructure. **3.1 Hardware & Device Management** * Physical installation of new devices (servers, switches, storage units, appliances) * Decommissioning and removal of devices * Rack mounting, unmounting, and repositioning * Rail kit installation and adjustment * Device labeling and asset tagging **3.2 Power Management** * Device power cycling (controlled reboot) * Emergency power-off * Power cable seating and inspection * PDU port assignment and switching * UPS bypass and power path verification **3.3 Connectivity & Cabling** * Network cable patching and cross-connects * Cable management, dressing, and labeling * SFP / QSFP transceiver insertion and removal * Console cable connection for remote access enablement * Fiber and copper cable testing and verification * KVM connection and session setup **3.4 Media & Storage** * USB drive insertion and removal * DVD / optical media insertion and removal * External storage device connection * Bootable media preparation assistance (device-side) * Hard drive and SSD hot-swap and replacement **3.5 Remote Hands Support** * BIOS / UEFI access and configuration assistance * iDRAC / iLO / IPMI remote access setup * Console session monitoring and relay * Boot process observation and reporting * POST error code capture and reporting **3.6 Incident & Failure Response** * Failed component identification and reporting * Like-for-like hardware replacement (client-supplied parts) * Emergency device isolation * Physical inspection following alerts or alarms * Thermal and environmental checks around client equipment **3.7 Operational & Routine Tasks** * Scheduled device reboots * Firmware and BIOS update assistance (device-side execution) * Inventory audits and asset verification * Equipment photography and condition reporting * Acceptance testing of newly delivered hardware **3.8 Logistics & Receiving** * Receipt and inspection of client hardware deliveries * Secure storage of client equipment pending installation * Coordination of equipment dispatch and collection * Packaging and preparation of equipment for return shipping *** ### 4. Service Rates Smart Hands services are provided at a single standard rate regardless of service type: | Rate | Detail | | -------------------------------- | ------------------------------------------- | | **USD $199.00 per hour** | Billed by the minute | | Minimum billing increment | 15 minutes (USD $49.75) | | After-hours surcharge | 25% applied to Extended Hours requests | | Emergency surcharge | 50% applied to Emergency-classified tickets | | Parts and materials | Billed at cost + 15% handling fee | | Third-party courier coordination | Billed at cost + 10% handling fee | Time billing commences when the assigned technician physically arrives at the client's equipment and concludes upon task completion and client notification. Travel time within the facility is not billed. Administrative time for ticket processing is not billed. All rates are exclusive of UAE VAT where applicable. *** ### 5. Response Time Commitments Response times are measured from the point of ticket acknowledgment by Bamboozle support staff, not from submission time. Acknowledgment is provided within 30 minutes of submission during Business Hours and within 2 hours during Extended Hours. | Priority | Classification | Business Hours Response | Extended Hours Response | | -------- | ---------------------------------------------------- | ----------------------- | ----------------------- | | P1 | Emergency — active outage or physical safety concern | 1 hour | 2 hours | | P2 | High — service degradation or imminent failure risk | 4 hours | 8 hours | | P3 | Standard — scheduled or routine task | Next business day | Next business day | | P4 | Low — non-urgent, flexible scheduling | Within 3 business days | Within 3 business days | Priority classification is determined by Bamboozle support staff based on the ticket description. Clients may request P1 or P2 classification by clearly stating "URGENT" or "EMERGENCY" in the ticket subject and providing justification. Bamboozle Web Services Inc. reserves the right to reclassify tickets based on actual conditions at the facility. *** ### 6. Ticket Submission Requirements All Smart Hands requests must be submitted as a formal ticket. Verbal or informal requests will not be accepted as binding commitments. Each ticket must include: * Client account name and billing contact * Data center location (Fujairah or Dubai) * Device identifier(s) — hostname, asset tag, or rack position * Clear description of the work required * Any specific procedures, credentials, or precautions required * Preferred scheduling window (for P3 and P4 requests) * Client contact name and phone number for real-time communication during the task Tickets may be submitted via: * **Client portal:** portal.bamboozle.me * **Email:** (subject line must include "SMART HANDS REQUEST") Bamboozle Web Services Inc. will not commence work without a confirmed, acknowledged ticket. Work performed without a ticket cannot be subject to SLA guarantees. *** ### 7. Client Responsibilities Clients are responsible for: * Providing accurate, complete, and safe instructions for all requested tasks * Ensuring any required parts, tools, or materials are available at the facility prior to the scheduled task, unless procurement is explicitly included in the request * Providing valid credentials, access codes, or authorizations required to complete the task * Being available by phone during task execution for real-time guidance * Notifying Bamboozle a minimum of 4 business hours in advance of any cancellation or scope change to avoid a cancellation fee equivalent to the 15-minute minimum charge Bamboozle Web Services Inc. accepts no liability for damage, data loss, or service impact resulting from inaccurate or incomplete instructions provided by the client. *** ### 8. Service Credits and Remedies If Bamboozle Web Services Inc. fails to meet the response time commitments set out in Section 5, the client is entitled to a service credit as follows: | Breach | Credit | | ---------------------------------------- | ---------------------------------- | | Response time exceeded by up to 50% | 10% of the applicable task invoice | | Response time exceeded by 51%–100% | 25% of the applicable task invoice | | Response time exceeded by more than 100% | 50% of the applicable task invoice | Service credits apply to the invoice for the specific task affected and are not applicable where delays result from incomplete ticket information, client unavailability, third-party logistics, force majeure events, facility access restrictions, or circumstances outside Bamboozle's reasonable control. Credits must be claimed within 14 days of the incident by submitting a written request to . Credits will be applied to the client's next invoice and are not redeemable for cash. *** ### 9. Limitations of Liability Bamboozle Web Services Inc.'s total liability under this Agreement for any single incident shall not exceed the value of the Smart Hands invoice for the specific task involved. Bamboozle accepts no liability for indirect, consequential, or incidental damages including but not limited to data loss, revenue loss, or service downtime resulting from Smart Hands activities performed in good faith in accordance with client instructions. Clients are advised to ensure all data is backed up prior to requesting any hardware interventions. *** ### 10. Escalation Procedure If a client is dissatisfied with a Smart Hands response, execution, or outcome, the following escalation path applies: 1. **Level 1 — Support Team:** Contact with 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 . Response within 2 business days. *** ### 11. Amendments Bamboozle Web Services Inc. reserves the right to update this Agreement with 30 days' written notice to affected clients. The current version of this Agreement is always available at **legal.bamboozle.me**. Continued use of Smart Hands services following the effective date of any amendment constitutes acceptance of the updated terms. ### 12. Governing Law and Dispute Resolution This Agreement is governed exclusively by the laws of the State of Delaware, United States of America, without regard to its conflict of law provisions. Any dispute, claim, or controversy arising out of or relating to this Agreement, or the breach, termination, enforcement, interpretation, or validity thereof, shall be resolved exclusively by binding arbitration. Arbitration shall be conducted in accordance with the rules of the American Arbitration Association (AAA) then in effect. The arbitration shall be conducted in English. The arbitrator's decision shall be final and binding on both parties and may be entered as a judgment in any court of competent jurisdiction. The parties expressly waive any right to a jury trial and agree that no arbitration shall be conducted on a class-action basis.