Introduction This Service Level Agreement (“SLA”) outlines the service level commitments The Bomb Enterprises Inc. (“we,” “us,” “our”) makes to our customers (“you,” “your,” “customer”). This SLA is a part of your agreement with us and applies to all services provided by The Bomb Enterprises Inc.
1. Service Availability We strive to provide 99.9% uptime for our services. This uptime guarantee excludes scheduled maintenance, emergency maintenance, and any outages caused by circumstances beyond our control, including but not limited to natural disasters, acts of war, or network outages not within our control.
2. Scheduled Maintenance Scheduled maintenance periods are necessary for the upkeep and performance optimization of our services. Customers will be notified at least 48 hours in advance of any scheduled maintenance that may affect service availability.
3. Emergency Maintenance Emergency maintenance may be required to address security issues or critical problems. We will make reasonable efforts to notify customers as soon as possible before emergency maintenance is performed.
4. Service Credits If we fail to meet our uptime guarantee of 99.9% in any given month, you may be eligible for service credits as follows:
- Uptime of 99.0% to 99.89%: 5% service credit of the monthly fee for the affected service.
- Uptime of 98.0% to 98.99%: 10% service credit of the monthly fee for the affected service.
- Uptime below 98.0%: 25% service credit of the monthly fee for the affected service.
5. Service Credit Request To receive a service credit, you must submit a request to [email protected] within 30 days of the end of the month in which the uptime was below the guaranteed level. The request must include the dates and times of the unavailability, and any additional information required to process the request.
6. Exclusions The uptime guarantee and service credits do not apply to any performance issues:
- Caused by factors outside of our reasonable control, including any force majeure event.
- Resulting from any actions or inactions of the customer or any third parties.
- Resulting from your equipment, software, or other technology, and/or third-party equipment, software, or other technology.
- Arising from our suspension or termination of your right to use the service in accordance with our Terms of Service.
7. Support Response Times We provide 24/7 support through our helpdesk system. Our response times are as follows:
- Critical Issues: Response within 1 hour.
- High Priority Issues: Response within 4 hours.
- Medium Priority Issues: Response within 8 hours.
- Low Priority Issues: Response within 24 hours.
8. Reporting Issues To report an issue, please contact our support team at [email protected] or through our helpdesk system. Include a detailed description of the issue, your contact information, and any relevant screenshots or error messages.
9. Customer Responsibilities To ensure the best possible service, customers must:
- Maintain accurate contact information with us.
- Follow our Acceptable Use Policy and other applicable agreements.
- Report issues promptly and provide sufficient detail for diagnosis and resolution.
- Ensure that their systems are adequately protected and maintained.
10. Termination This SLA will automatically terminate upon the expiration or termination of your agreement with us. We reserve the right to modify this SLA at any time. Changes will be effective upon posting on our website.
11. Governing Law This SLA is governed by and construed in accordance with the laws of Canada and/or the United States.
Contact Information For any questions or concerns regarding this SLA, please contact us at: The Bomb Enterprises Inc. Email: [email protected]
By using our services, you agree to comply with this Service Level Agreement. If you do not agree with this SLA, please do not use our services.
