Service Level Agreement

This Service Level Agreement (“SLA”) describes the availability commitment and service credits that Magpy Inc. (“Magpy,” “we,” “us”) may provide for the Magpy platform (the “Services”). It supplements, and is governed by, our Terms of Service.

This SLA applies only to eligible paid subscriptions and only where it is expressly referenced in your order or plan. Unless and until the commitments below are finalized and an effective date is set, the Services are provided on an “as available” basis with no binding uptime commitment (see the Terms of Service).

1.Definitions

“Monthly Uptime Percentage” — total minutes in a calendar month, minus Downtime minutes, divided by total minutes in the month, expressed as a percentage.
“Downtime” — a period during which the core Services are unavailable to you, as measured by Magpy, excluding the Exclusions below.
“Scheduled Maintenance” — maintenance for which we provide advance notice.
“Service Credit” — a credit applied to a future invoice, calculated as a percentage of the monthly fees for the affected Services.

2.Availability commitment

Magpy will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least [TARGET %, e.g. 99.9%] during each calendar month.

3.Service credits

If the Monthly Uptime Percentage falls below the target in a given month, you may be eligible for Service Credits as follows:

Monthly Uptime Percentage	Service Credit (% of monthly fees)
[e.g. < 99.9% and ≥ 99.0%]	[e.g. 10%]
[e.g. < 99.0% and ≥ 95.0%]	[e.g. 25%]
[e.g. < 95.0%]	[e.g. 50%]

4.Claiming a credit

To receive a Service Credit, you must submit a request to support@magpy.co within [e.g. thirty (30)] days after the end of the affected month, including the dates and times of the Downtime and any supporting information. Service Credits are your sole and exclusive remedy for any failure to meet this SLA, are applied only against future amounts owed, are not refunds, and in aggregate will not exceed [e.g. one month’s] fees for the affected Services in the relevant month.

5.Exclusions

This SLA does not apply to unavailability caused by:

Scheduled Maintenance or emergency maintenance;
factors outside our reasonable control, including force majeure and internet or network failures beyond our infrastructure;
your (or your users’) acts or omissions, equipment, software, or connectivity, or use not in accordance with the documentation or Terms;
third-party services, integrations, or providers that you enable or that are outside the Services;
suspension or termination for cause (including non-payment or breach); or
beta, trial, free, or preview features.

6.Support response targets

Where offered, our target response times for support requests are:

Severity	Description	Target first response
Critical	Services down or major functionality unavailable, no workaround.	[e.g. 4 business hours]
High	Significant impairment with a workaround.	[e.g. 1 business day]
Normal	Minor issue or general question.	[e.g. 2 business days]

[Confirm your support hours, channels, and whether response targets are commitments or goals.]

7.Changes

We may update this SLA from time to time. Material changes will be communicated through the Services or by other appropriate means, and the “Last updated” date above will reflect the latest revision.

8.Contact

Questions about this SLA? Contact us at support@magpy.co, or Magpy Inc., 1065 SW 8th St, Miami, FL 33130, USA.

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