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.