This Service Level Agreement ("SLA") defines the service levels, responsibilities, and guarantees provided by MAGIC Research, LLC (”MAGIC”) in relation to the deployment and use of the Services (as defined in the services agreement or other governing agreement you entered with MAGIC) provided by MAGIC. This SLA is incorporated by reference into the services agreement or other governing contract between the parties.
Client means the customer or organization contracting Services from MAGIC.
Uptime means the total availability of Services over a given calendar month.
Incident means any event which is not part of the standard operation of and which causes or may cause disruption to the service.
Critical Incident means any issue causing a full service outage or substantial degradation of Services.
MAGIC guarantees a minimum of 99.5% monthly uptime for Services, excluding scheduled maintenance and force majeure events.
Scheduled maintenance will be communicated at least 48 hours in advance and shall not exceed 8 hours per month. All maintenance will be performed during low-traffic hours unless otherwise agreed.
Severity Level | Description | Initial Response Time | Resolution Time Target |
---|---|---|---|
Level 1 (Critical) | Major outage, no model execution | 1 hour | 4 hours |
Level 2 (High) | Partial system outage, degraded performance | 4 hours | 12 hours |
Level 3 (Medium) | Limited feature impact | 1 business day | 3 business days |
Level 4 (Low) | Informational or cosmetic issue | 2 business days | As agreed |
Support is available during local business hours (9am–6pm) EST or 24/7 for Enterprise SLA holders.
This SLA covers the availability and performance of Services. Failures caused by third-party dependencies, client misuse, unauthorized changes, or external integrations are excluded from THIS SLA coverage.
MAGIC employs industry best practices including: