SERVICE LEVEL AGREEMENT (SLA)
Последна актуализация: [DATE]
Версия: 1.0
1. SUBJECT MATTER
This Service Level Agreement (“SLA”) defines the commitments of [COMPANY NAME] EOOD (“Magi”) regarding the availability, performance, and support of the Magi platform and forms an integral part of the Terms of Service.
2. PLATFORM AVAILABILITY
2.1. Magi undertakes to provide platform availability of at least [99 / 99.5]% on a monthly basis.
2.2. Availability is calculated using the following formula:
Availability (%) = ((Total minutes in the month − Minutes of unavailability) / Total minutes in the month) × 100
2.3. Scheduled maintenance is not included in the calculation of unavailability, provided it is announced with at least [24 / 48] hours prior notice.
2.4. The following shall not be considered unavailability attributable to Magi:
- Issues with the User’s internet connection
- Force majeure events
- Actions or omissions of third parties outside Magi’s control
- Scheduled maintenance with prior notice
3. SCHEDULED MAINTENANCE
3.1. Scheduled maintenance is carried out preferably on:
- Day: [e.g. Sunday]
- Час: [e.g. 02:00 – 06:00 EET]
3.2. Users will be notified by email and/or via a banner in the platform at least [24 / 48] hours in advance.
4. COMPENSATION FOR NON-COMPLIANCE
If the guaranteed availability is not met, the User is entitled to a credit toward the next billing period:
| Месечна наличност | Кредит |
|---|---|
| 98.0% – [threshold]% | 10% of the monthly fee |
| 95.0% – 97.9% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
4.1. The credit is provided only upon a written request from the User submitted within [X] days after the end of the affected month.
4.2. The credit is the sole remedy for SLA non-compliance and does not replace the right to cancel the subscription.
4.3. The maximum total credit for one month may not exceed 100% of the monthly fee.
5. SUPPORT AND INCIDENT RESPONSE
5.1. Support Channels
| Канал | Адрес |
|---|---|
| Имейл | [SUPPORT EMAIL] |
| [Other channel — e.g. in-platform chat] | [ADDRESS] |
5.2. Support Working Hours
[WORKING HOURS — e.g. Monday – Friday, 09:00 – 18:00 EET]
5.3. Priorities and Response Times
| Priority | Описание | Време за отговор | Resolution Time |
|---|---|---|---|
| Критични | The platform is completely unavailable | [X] hours | [X] hours |
| Високо | Основна функционалност е засегната (напр. генериране на SAF-T) | [X] hours | [X] business days |
| Средно | Secondary functionality is impaired | [X] business days | [X] business days |
| Ниско | Cosmetic issue or general question | [X] business days | По преценка |
6. MONITORING AND REPORTING
6.1. The real-time status of the platform is available at: [URL to status page — e.g. status.magi.bg]
6.2. In the event of an incident lasting longer than [X] hours, Magi will publish a report on the root cause and measures taken within [X] days after resolution.
7. EXCLUSIONS
This SLA does not apply to:
- Пробни периоди
- Beta features explicitly marked as such
- Enterprise plans with individually negotiated SLA
8. CHANGES TO THE SLA
Magi may update this SLA with 30 days prior notice. In case of a material deterioration of the terms, the User has the right to cancel the subscription without penalty.
9. CONTACT US
- Incident Email: [SUPPORT EMAIL]
- Страница за статус: [URL]
This SLA has been prepared as a working draft and should be reviewed by a licensed attorney before publication.