Service Level Agreement

This Service Level Agreement shall apply to the Services as from the first Video/Call session and only for Customers on a ‘Enterprise’ and ‘Pro’ pricing model. Any defect or error occurring prior to this date shall be remedied by Supplier within a commercial reasonable time.  Service levels on a 'best effort’ basis applies to Customer that have purchased the Services through a reseller or partner on a ‘Essential’ pricing model.

1. Service Levels

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

1.2 Business incident support team is available Monday through Friday, CET, business hours (the “Incident Support Hours”). The Response Times set forth in the tables below applies within the Incident Support Hours except for P1 incidents for Enterprise Customer where 24/7 support applies.

1.3 Other support cases not defined as incidents (“Support Cases”) have priority level 4 and are managed by the Customer Success Manager (“CSM”). The availability of the CSM is Monday through Friday applicable business hours of the region that the Customer is domiciled.

1.4 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:

Availability in %

Service Level Credit
(calculated on an aggregated level)

\<99,80

5% of the monthly Subscription License Fee

\<99,00

10 % of the monthly Subscription License Fee

\<98,00

15% of the monthly Subscription License Fee

\<97,00

20 % of the monthly Subscription License Fee

Sample Caption

1.5 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.

1.6 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.

1.7 Bambuser is not liable for any deviations from the agreed availability caused by any event outside Bambuser’s reasonable control (including an event caused by Bambuser’s hosting providers), any third party integration (including but not limited to Shopify, booking system) 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.

1.8 Reporting and levels of priority

All incidents and support cases 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

1.9 A case reported to support@bambuser.com shall either be defined as an incident as per priority level 1 to 3 below or a support case as per priority level 4.  An incident or support case, 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.

1.10 After an incident or support case 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.

1.11 The Bambuser Support team will endeavor to the response times as 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. The service hours for P1 level incidents are 24/7 for ‘Enterprise’ customers.

Priority Level

Description

Example

Response Time (Hours)

P1

A serious incident where Bambuser Solution is unavailable or available but critical functionality or features cannot be utilized.

- Video cannot be uploaded via app, RTMP or dashboard

1

P2

Incident not considered a Critical or Other incident.

- Chat function is not working.

4

P3

Minor incidents not affecting the performance or operation of the Bambuser Solution.

- Minor bugs
- Other minor incidents

8

P4

Other support cases not defined as incidents

Issues with little to no business or technical impact. Recommended for integration issues, or for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.

24 h within applicable business hours

One-to-Many​

Priority Level

Description

Example

Response Time (Hours)

P1

A critical incident where Bambuser Solution is unavailable

- No calls can connect. All merchants are having problems with all their calls.
- No agents can log in to the Agent tool.

1

P2

A serious incident where major functionality or features cannot be utilized.

- A few agents are having problems logging in to the Agent tool.

4

P3

Minor incidents not affecting the performance or operation of the Bambuser Solution.

- Minor bugs
- Other minor incidents

8

P4

Other support cases not defined as incidents

Issues with little to no business or technical impact. Recommended for integration issues, or for consultative tickets where in-depth analysis, troubleshooting or consultancy are preferred to more frequent communications.

24 h within applicable business hours

One-to-One​

Ready to reach all-new records?

Whether you’re 100% prepared to scale your e-commerce or need more info, Team Bambuser are ready to tailor to your perfect needs.

Request a Demo