Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the uptime commitments, support response times, and service guarantees for Magpie Meetings. This SLA is part of our Terms of Service.

1. Service Availability

1.1 Uptime Target

We strive to maintain a 99% uptime target for Magpie Meetings, measured monthly. Uptime is calculated as:

Uptime % = (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100

1.2 Exclusions from Uptime Calculation

Downtime caused by the following is excluded from uptime calculations:

• Scheduled Maintenance: Planned maintenance windows (see section 3 below)
• Force Majeure: Natural disasters, acts of war, pandemics, or other events beyond our control
• Third-Party Services: Outages or failures of third-party services (Google, Zoom, etc.)
• User Error: Issues caused by your actions, misconfigurations, or violations of our Acceptable Use Policy
• Internet/ISP Issues: Network connectivity problems outside our infrastructure
• Beta Features: Features explicitly labeled as beta, experimental, or preview

1.3 Service Availability Disclaimer

Important: Magpie Meetings is currently offered as a free service on a best-effort basis. While we target 99% uptime, we do not provide formal uptime guarantees, service credits, or financial compensation for downtime at this time.

If we introduce paid plans in the future, we may offer stronger SLA guarantees with service credits for paying customers.

2. Service Performance

2.1 Response Time Targets

We aim to maintain the following page load and API response times:

• Page Load: <2 seconds for typical pages under normal load
• API Responses: <500ms for most API requests
• Booking Confirmations: Immediate (real-time processing)

Actual performance may vary based on network conditions, geographic location, and system load.

2.2 Capacity and Scalability

We monitor system performance and scale infrastructure as needed to handle increased usage. We may impose rate limits or usage quotas to ensure fair access and system stability.

3. Scheduled Maintenance

3.1 Maintenance Windows

We may perform scheduled maintenance to update, improve, or secure the Service. Maintenance windows typically occur:

• Frequency: As needed (typically monthly or quarterly for major updates)
• Duration: Usually 1-4 hours
• Timing: Off-peak hours when possible (late night or early morning UTC)

3.2 Advance Notice

For planned maintenance that may cause service disruption, we will provide:

• Standard Maintenance: At least 48 hours' advance notice via email and in-app notifications
• Emergency Maintenance: As much notice as reasonably possible (may be less than 48 hours)

3.3 Minimal Disruption

We strive to minimize disruption during maintenance by:

• Performing updates with zero downtime when possible
• Scheduling maintenance during low-traffic periods
• Limiting the scope and duration of service interruptions

4. Support and Response Times

4.1 Support Channels

We provide support through the following channels:

• Email Support: support@magpiemeetings.com
• Documentation: Help articles and guides (if available)
• Status Page: Real-time service status updates (if available)

4.2 Support Hours

• Email Support: Monitored during business hours (Monday-Friday, 9am-5pm in our timezone)
• Critical Incidents: Monitored 24/7 for system-wide outages

4.3 Response Time Targets

We aim to respond to support requests within the following timeframes:

• Critical (Service Down): Within 2 hours
• High (Major Feature Broken): Within 8 business hours
• Medium (Minor Issue): Within 24 business hours
• Low (General Questions): Within 48 business hours

Note: These are target response times, not resolution times. Complex issues may take longer to resolve.

4.4 Best-Effort Support

As a free service, support is provided on a best-effort basis. We cannot guarantee specific response or resolution times. If we introduce paid plans, paying customers may receive priority support with guaranteed response times.

5. Data Backup and Recovery

5.1 Backup Frequency

We perform regular backups of customer data:

• Database Backups: Daily automated backups
• Retention Period: Backups retained for at least 30 days
• Geographic Redundancy: Backups stored in multiple geographic locations when possible

5.2 Disaster Recovery

In the event of a catastrophic failure, we aim to restore service from backups within:

• Recovery Time Objective (RTO): 24-48 hours
• Recovery Point Objective (RPO): Up to 24 hours of data may be lost (based on backup frequency)

These are targets, not guarantees. Actual recovery time depends on the nature and severity of the incident.

5.3 User Responsibility

While we perform regular backups, you are responsible for:

• Exporting important data periodically for your own records
• Maintaining copies of critical information outside Magpie Meetings
• Not relying solely on Magpie Meetings as your only data repository

6. Service Modifications

6.1 Feature Updates

We continuously improve Magpie Meetings by adding new features, fixing bugs, and enhancing performance. We may:

• Add new features at any time
• Modify or remove existing features with reasonable notice
• Update the user interface or workflows

6.2 Deprecation Notice

If we plan to remove or significantly change a major feature, we will provide:

• At least 30 days' advance notice via email
• Migration guidance or alternative solutions where applicable

7. Service Monitoring and Transparency

7.1 System Monitoring

We continuously monitor the Service for:

• Uptime and availability
• Performance and response times
• Error rates and system health
• Security threats and anomalies

7.2 Incident Communication

In the event of a service disruption, we will:

• Acknowledge the incident as soon as we become aware of it
• Provide status updates during the incident
• Post a summary and root cause analysis after resolution (for major incidents)

8. Third-Party Dependencies

8.1 External Services

Magpie Meetings relies on third-party services for certain functionality:

• Google Calendar API: Calendar sync and conflict detection
• Google OAuth: Authentication
• Zoom API: Video meeting creation (if enabled)
• Email Delivery: Booking confirmations and reminders
• Hosting Provider: Infrastructure and servers

See our Sub-processors page for a complete list.

8.2 Third-Party Outages

We are not responsible for downtime, performance issues, or service disruptions caused by third-party providers. If a third-party service experiences an outage:

• Features dependent on that service may be unavailable or degraded
• We will work to restore functionality as soon as the third party resolves the issue
• We may implement workarounds or fallback solutions where possible

9. Limitations and Disclaimers

9.1 Best-Effort Service

Magpie Meetings is provided as a free, best-effort service. We make every effort to ensure reliability and performance, but we do not provide formal service guarantees.

9.2 No Service Credits

As a free service, we do not offer service credits, refunds, or financial compensation for downtime or service disruptions.

9.3 Service Discontinuation

We reserve the right to discontinue Magpie Meetings at any time. If we decide to shut down the service, we will:

• Provide at least 90 days' advance notice
• Offer data export options so you can retrieve your information
• Assist with migration to alternative solutions where possible

10. Future Paid Plans

If we introduce paid subscription plans in the future, we may offer enhanced SLA commitments for paying customers, including:

• Higher uptime guarantees (e.g., 99.9%)
• Service credits for downtime exceeding the SLA
• Priority support with guaranteed response times
• Dedicated account management
• Custom SLAs for enterprise customers

We will provide advance notice before introducing any paid plans.

11. Changes to This SLA

We may update this Service Level Agreement from time to time. We will notify you of material changes by updating the "Last updated" date at the top of this page and sending an email notification.

12. Contact Us

For questions about this SLA, service status, or support, contact us at:

• General Support: support@magpiemeetings.com
• Service Availability: support@magpiemeetings.com

For all contact options, visit our Contact page.