Service Level Agreement

Overview

MagicSlides.app's Service-Level Agreement (SLA) is a commitment between MagicSlides.app ("Service Provider") and its customers ("Customer") regarding the team plan subscription. This SLA outlines the parameters of all service offerings, including availability, support, and maintenance, to ensure clarity and mutual understanding.

Service Commitment

MagicSlides.app commits to providing a high-quality service that includes access to our cloud-based presentation tools, customer support, and regular updates and maintenance.

Components

Service Description

MagicSlides.app offers cloud-based presentation and collaboration tools designed to improve productivity and streamline team projects.

Performance Metrics

• Availability: The service will be available 99.9% of the time each month, excluding scheduled maintenance.
• Response Time: Customer support inquiries will be acknowledged within 24 hours.
• Resolution Time: Critical issues will be resolved within 3 business days.

Monitoring and Reporting

Service performance will be continuously monitored, and reports will be made available to customers upon request.

Issue Reporting

Customers may report issues via:

• Email: support@magicslides.app
• Phone: +917999193854
• In-app support feature

Response and Resolution

Defined as the time taken from when a customer reports an issue to when a member of our support team acknowledges and resolves it, respectively.

SLA Exclusions

This SLA does not apply to any service interruptions caused by customer's own network issues, third-party services, or Force Majeure events.

Remedies for Non-Compliance

In the event of SLA non-compliance, MagicSlides.app will provide a service credit equivalent to 10% of the customer's monthly subscription fee for each 0.1% downtime beyond the committed availability.

SLA Revisions

MagicSlides.app reserves the right to revise this SLA as necessary. Customers will be notified of significant changes 30 days prior to the effective date.

Termination of Agreement

Customers may terminate their agreement if MagicSlides.app fails to meet the SLA terms consistently over a 3-month period. Termination requests must be submitted in writing.

Contact Information

For any inquiries regarding this SLA, please contact:

• Email: support@magicslides.app
• Phone: +917999193854