Service Level Agreement (SLA)

Last Updated: May 23, 2025

1. Scope of Support

Service Component Our Responsibility Your Responsibility
License Validation System 99.9% uptime for license checks N/A
Software Updates & Patches Provide stable releases via our website Apply updates
Documentation & Knowledge Base Ensure accuracy and completeness Follow implementation guidelines
Critical Security Fixes Notify within 24 hours of discovery Apply patches promptly

2. License System Availability

We guarantee:

  • License validation servers will maintain 99.9% monthly uptime (≤ 43 minutes of downtime per month).
  • Compensation: If downtime exceeds 1 continuous hour, we will extend your license by twice the duration of the outage.

3. Update & Maintenance Policy

A. Scheduled Maintenance

  • Frequency: Less than 1 hour/month. Maintenance is announced at least 72 hours in advance via:
    • Email to registered users
    • Banner on the MagicTradeBot Documentation site
  • Emergency Patches: Critical updates may be applied with a 12-hour notice.

B. Your Responsibilities

  • Monitor the download section for new updates.
  • Test updates in a staging environment before deploying to production.
  • Create backups before performing upgrades.

4. Exclusions

  • Failures in your server or infrastructure
  • Database crashes or configuration errors
  • Network issues between your server and our license servers
  • Downtime of third-party exchange APIs
  • Security issues in outdated or unpatched bot versions

5. Support Channels

Issue Type Contact Method Response Time
License activation issues sales@magictradebot.com Under 4 business hours
Critical security vulnerabilities sales@magictradebot.com Under 24 business hours
General usage questions sales@magictradebot.com Best effort

6. Self-Hosting Best Practices

7. Policy Updates

  • Email notifications sent to license holders
  • Banner within the bot’s web UI (if enabled)
  • Updated revision date on this document

8. Contact Information