Service-Level Agreement (SLA)

1. INTRODUCTION

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.

2. DEFINITIONS

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.

3. SERVICE COMMITMENTS

3.1 Uptime Guarantee

MAGIC guarantees a minimum of 99.5% monthly uptime for Services, excluding scheduled maintenance and force majeure events.

3.2 Scheduled Maintenance

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.

3.3 Support Response Times

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.

4. SERVICE AVAILABILITY SCOPE

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.

5. SECURITY & COMPLIANCE

MAGIC employs industry best practices including: