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SERVICE LEVEL AGREEMENT (SLA)

Last updated: 17.06.2026
Version: 1.0

1. SUBJECT MATTER

This Service Level Agreement ('SLA') defines the commitments of Magi MD 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 95% 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 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: Sunday
  • Time: 02:00 – 06:00 EET

3.2. Users will be notified by email and/or via a banner in the platform at least 24 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:

Monthly Availability Credit
93.0% – 94.9% 10% of the monthly fee
90.0% – 92.9% 25% of the monthly fee
Below 90.0% 50% of the monthly fee

4.1. The credit is provided only upon a written request from the User submitted within 14 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

Channel Address
Email [email protected]
[Other channel - e.g. in-platform chat] [ADDRESS]

5.2. Support Working Hours

Monday – Friday, 09:00 – 18:00 EET

5.3. Priorities and Response Times

Priority Description Response Time Resolution Time
Critical The platform is completely unavailable 4 hours 8 hours
High Core functionality is impaired (e.g. SAF-T generation) 8 hours 2 business days
Medium Secondary functionality is impaired 1 business day 5 business days
Low Cosmetic issue or general question 3 business days At discretion

6. MONITORING AND REPORTING

6.1. The real-time status of the platform is available at: https://status.magi-ledger.com

6.2. In the event of an incident lasting longer than 4 hours, Magi will publish a report on the root cause and measures taken within 5 days after resolution.

7. EXCLUSIONS

This SLA does not apply to:

  • Free trial periods
  • 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