# Business Email

This SLA applies to all Bamboozle Business Email Solutions independent of its tier or configuration.

**1. Availability Guarantee**

* **Uptime Commitment**: We guarantee **99.9% monthly uptime** for the hosted mail service, ensuring accessibility for sending, receiving, and managing emails.
* **Service Credits**: If uptime falls below 99.9%, eligible customers receive service credits:
  * <99.9% but ≥99.0%: 25% credit of monthly fee.
  * <99.0% but ≥95.0%: 50% credit.
  * <95.0%: 100% credit.
* **Exclusions**: Downtime due to scheduled maintenance (announced 48 hours in advance), customer network issues, or force majeure events (e.g., natural disasters) is not covered.

**2. Data Loss Prevention**

* **Infrastructure Resiliency**: Email data is stored on **redundant servers**  to protect against hardware failures. No geographic replication is provided.
* **Data Integrity**: Automated checks ensure data consistency, but **no guarantee** is provided for data loss due to user actions (e.g., accidental deletion, malware, ransomware) or datacenter-level failures (e.g., catastrophic outage).
* **Customer Responsibility**: You are fully responsible for protecting against data loss. We strongly recommend using third-party backup solutions.

**3. Backup Mechanisms**

* **No Built-in Backups**: The service does not provide native backup functionality or data retention beyond active storage.
* **Third-Party Backups**: Customers must implement and manage their own backup solutions using third-party providers (e.g., Veeam, Spanning, or similar) for data protection and recovery.
  * **Customer Responsibility**: Configure, monitor, and maintain third-party backups to ensure coverage for emails, calendars, and contacts.
  * **No Provider-Supported Backups**: We do not offer or integrate with backup services; all backup processes are external to the service.

**4. Recoverability**

* **User Recovery**: No built-in recovery for deleted items. Once emails, calendars, or contacts are deleted, they are **permanently removed** without a recoverable folder.
* **Admin Recovery**: No native tools for restoring deleted items or mailboxes. Recovery depends entirely on third-party backup solutions implemented by the customer.
* **Inactive Mailboxes**: Deleted user mailboxes are **permanently removed immediately** upon deletion. No retention period is provided.
* **Recovery Point Objective (RPO)**: Dependent on third-party backup frequency (e.g., daily, hourly, as configured by customer).
* **Recovery Time Objective (RTO)**: Dependent on third-party backup provider (typically minutes to hours for restores, based on their capabilities).
* **Limitations**: No recovery is possible without third-party backups. Data loss due to user actions, corruption, or external threats (e.g., ransomware) is not covered by the service.

**5. Customer Responsibilities**

* Select, configure, and maintain a third-party backup solution to protect email data.
* Regularly test backups to ensure recoverability.
* Export critical data for long-term storage outside the service.

**6. Support and Contact**

* **Support Availability**: 24/7 via email, phone, or portal for service-related issues.
* **Response Time**: Within 1 hour for service outages; 4 hours for non-critical issues.
* For SLA details or support, visit support.bamboozle.me] or contact our support team.