Last updated: April 3, 2026
Service Level Agreement
1. Platform Uptime
We guarantee 99.9% uptime for the Magick platform and your hosted ERPNext instance, measured monthly. Scheduled maintenance windows are excluded.
2. Response Times by Tier
| Tier | Initial Response | Resolution Target |
|---|---|---|
| Basic | 48 hours | 5 business days |
| Pro | 24 hours | 3 business days |
| Ultimate | 4 hours | 1 business day |
3. Expert Availability
Pro and Ultimate tier customers receive a dedicated, named representative. If your representative is unavailable, a qualified backup will be assigned within the SLA response time.
4. Data Backups
Your ERPNext instance is backed up daily. Backups are retained for 30 days. Point-in-time recovery is available upon request.
5. Service Credits
If we fail to meet our uptime guarantee, affected customers receive service credits: 10% for 99.0–99.9% uptime, 25% for 95.0–99.0%, and 50% for below 95.0%.
6. Exclusions
This SLA does not apply to:
- Scheduled maintenance (announced 48 hours in advance)
- Force majeure events
- Issues caused by customer actions
- Third-party service outages
7. Contact
For SLA-related inquiries, contact support@magick.pro.