Service Level Agreement

This Service Level Agreement concerning the Bambuser Solution applies to Customers on a ‘Pro’ and ‘Enterprise’ pricing model and is effective from the first live video/call session. Any defect or error occurring prior to this date shall be remedied by Bambuser within a commercially reasonable time. 

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1. Service Levels

1.1 Bambuser shall use commercially reasonable efforts to make the Bambuser Solution available 24/7/365.1.2.

1.2 Upon Bambuser's failure to uphold agreed availability during a calendar month, the Customer shall, as sole and exclusive remedy, be entitled to a one-time reduction of the monthly Subscription License Fee applicable for such month in accordance with the table below:

This right to Service Level Credits applies only to ‘Enterprise’ Customer and is subject to the provisions herein.

1.3 To gain service level credits, the Customer must  request such service level credit from Bambuser in writing via their designated account manager. Service level credits shall, unless otherwise agreed between the Parties, be settled against the next invoice or refunded by Bambuser, at Bambuser's discretion. 

1.4 In order to receive service level credits, the Customer must notify Bambuser when the first occurrence of failure to uphold agreed availability becomes known to Customer, by immediately sending an email to support\@bambuser.com. The Customer's notification must include the date and times of alleged unavailability.

1.5 Bambuser is not liable for any deviations from the agreed availability caused by any event outside Bambuser’s reasonable control, Customer's negligence or misuse of the Service, Customer's external communication solution including deficit internet access or a Force Majeure Event. Accordingly, Customer shall not be entitled to any services credit or other compensation from Bambuser.

1.6 Incident reporting and levels of Priority

All incidents must be reported to support\@bambuser.com and include the following information where relevant:

• - Org ID
• - User ID
• - Show ID
• - Client's suspected level of Priority
• - User Name
• - Time when behavior was first noticed
• - Website URL where the problem is occurring
• - Device or Devices and their operating systems where the behavior is occurring
• - Description of what is not functioning as expected and how to replicate the behavior
• - Screenshots or video captures showing the problem
• 1.7 An incident shall be considered reported from the timestamp of the email sent to support\@bambuser.com including sufficient information (as specified in Section 1.6 above) for the Bambuser staff to begin investigating the incident. Incidents with insufficient information will not be deemed as reported until such time as relevant details are provided, at which time they shall be considered reported from the timestamp on the email containing the necessary information.
• 1.8 After an incident has been reported it will be reviewed by Bambuser and a decision will be made as to the level of Priority of the incident as proposed by the Customer when it was reported. The incident reported will then be responded to within the response time stipulated in table below for the level of Priority that has been decided by Bambuser. Final decision on an incident's classification regarding priority level shall always reside with Bambuser.
• 1.9 The Bambuser Support team will endeavor to restore service within the time period specified by each level of priority. The Bambuser Support team will endeavor to resolve the underlying problem with the service within the time period specified by each level of priority.