Public & Private Cloud

Bamboozle Web Services Inc. (hereinafter "Bamboozle") assumes responsibility for the availability and proper functionality of the entire Server-, Network- and Storage Infrastructure (hereinafter "Cloud Platform"). This SLA is valid for Public and Private Clouds.

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 severities and response times aren't needed.

Advanced Support

Support Channel	Availability	Response Time
Ticketing system	24x7x365	2 Hours
Live Chat	Business Hours	Instant

Advanced Support is for environments with business-critical environments

Enteprise Support

Support Channel	Availability	Response Time
Ticketing System	24x7x365	15 Minutes
Live Chat	24x7x365	Instant
Phone Support	24x7x365	Instant

Enterprise Support is designed for clients that operate business-critical 24×7 environments, which require highest priority of cases handling and a dedicated Technical Account Manager