Magma Service Level Agreement (SLA)
Effective date: Jan 1, 2025
This Service Level Agreement (“SLA”) is incorporated by reference into the Magma Master Cloud Agreement (MCA) (or any written agreement referencing this SLA). Terms not defined here have the meaning given in the MCA or a similar overarching contract. Magma reserves the right to update this SLA to accommodate new services or practices, provided that any changes will not materially reduce Magma’s overall obligations during a Subscription Term.
1. Service Uptime Commitment
Magma will use commercially reasonable efforts to maintain the Service’s availability at or above the Availability Threshold described in Section 1.a. Any downtime or outages will be assessed against that threshold.
1.a. Availability Threshold
Target Uptime: Magma targets 99.5% uptime on a monthly basis.
Service unavailability (“Disruption”) is any period when Customer is unable to access the Service due to reasons within Magma’s reasonable control.
The following circumstances are excluded from Disruption calculations:
Scheduled Maintenance or planned downtime announced in advance by Magma (including short notice for essential maintenance);
Emergency Maintenance required to protect the security or integrity of the Service, where Magma makes reasonable efforts to provide notice;
Events beyond Magma’s reasonable control (e.g., internet or power outages not within Magma’s infrastructure, force majeure, third-party hosting interruptions);
Customer Environment Issues, such as failures of Customer’s own systems, networks, or internet connectivity;
Any other exceptions stated in the MCA or mutually agreed in writing.
1.b. Status Updates
Magma will communicate downtime events or service disruptions via:
In-app notifications or email notices
2. Service Credits
2.a. Credit Eligibility and Amount
If Magma fails to meet the 99.5% monthly uptime target and the Customer requests a credit in writing within 30 days following the relevant month, Customer may receive a Service Credit. This credit is a percentage of the monthly fee allocated to the affected Service, determined as follows:
Monthly Availability % | Service Credit (% of that month’s fees) |
|---|---|
≥ 99.5% | No Credit |
≥ 99.0% < 99.5% | 5% |
≥ 98.5% < 99.0% | 10% |
≥ 98.0% < 98.5% | 15% |
≥ 97.5% < 98.0% | 20% |
< 97.5% | 30% |
Example: If availability is measured at 99.1% in a given month, Customer may receive a Service Credit equal to 5% of the fees for that month (assuming Customer meets the conditions in Section 2.d).
2.b. Application of Credits
Approved Service Credits will be credited on a subsequent invoice or billing period.
Customer may not receive a refund or other cash payout for unused credits.
Credits under this SLA cannot exceed the fees paid for the Service during the relevant month.
2.c. Exclusive Remedy
Service Credits are liquidated damages representing a fair compensation for unavailability. They are the sole remedy (and Magma’s exclusive liability) for Service downtime or unavailability.
2.d. Conditions
To be eligible, Customer must:
Have an active subscription in good standing with no overdue invoices or disputes;
Submit the Service Credit request to Magma within 30 days after the end of the month of the alleged downtime;
Provide any requested evidence or logs demonstrating the downtime.
3. Maintenance and Downtime
Planned Maintenance: Magma will schedule periodic maintenance to minimize disruptions and generally provides advanced notice (via status page, email, or other means).
Unplanned/Emergency Maintenance: In urgent scenarios (e.g. critical security patches), Magma may undertake immediate maintenance. Magma will try to inform Customers promptly, although such emergency events are excluded from downtime calculations.
4. Additional Terms
Scope
This SLA covers production environments only. Beta, test, sandbox, or trial services do not fall under this SLA unless explicitly stated otherwise.
Limitations
This SLA does not apply to performance issues caused by:
Force majeure situations or any event beyond Magma’s reasonable control;
Delays or failures of third-party services;
Misuse of the Service by Customer in violation of the MCA.
Changes
Magma may periodically modify this SLA to reflect changing operational practices. Any substantial modifications will be communicated in advance, and no changes will materially decrease Magma’s obligations for the then-current Subscription Term.
Relationship to MCA
All terms and conditions in the MCA (e.g., disclaimers, limitation of liability) fully apply to this SLA. If there is any conflict, the MCA takes precedence unless this SLA clearly states otherwise.
