Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the level of service you can expect when using SourceMagnet. This SLA only applies to paying customers with an active subscription. It is intended to provide transparency into how we operate and what you can expect in terms of support, availability, and communications. This SLA is publicly available to help set clear expectations and does not represent a legally binding contract unless explicitly included in a signed agreement.

1. Purpose

This SLA outlines the expected level of service provided to users of the SourceMagnet platform, including system availability, support, and communication regarding updates and changes.

2. Scope of Services

This SLA applies to the following services:

• Access to the SourceMagnet web application
• Secure hosting and ongoing maintenance
• Customer support (technical and functional)
• Product updates and related documentation

3. Service Availability

We strive to maintain a monthly uptime target of 99%, excluding planned maintenance.

Planned Maintenance:

• Conducted outside standard business hours (CET)
• Customer support (technical and functional)

Unplanned Downtime:

• Updates will be shared through relevant support channels during major incidents

3.1 Service Credits for Downtime

If actual uptime in a calendar month falls below the committed level (excluding planned maintenance), the Customer may request a service credit. The credit is calculated as a percentage of the monthly subscription fee, based on the deviation:

Conditions for Service Credits:

• The customer must submit a written request within 15 days of the end of the month in question.
• The credit is applied to the next billing cycle and cannot be exchanged for cash.
• The total monthly credit is capped at 20% of the monthly fee.
• Downtime is measured based on our internal monitoring systems.

This clause only applies to paying customers under an active subscription. Customers on trial, free tiers, or with overdue payments are not eligible.

4. Support and Documentation

Support is included in the subscription and covers both technical assistance and functional guidance. Our team is trained in SourceMagnet and can assist with troubleshooting and usage guidance.

Support includes:

• Guidance on how to use features
• Help with configuration and setup
• Technical troubleshooting

Support Channels:

• Help Center: Integrated into the platform
• Chat: In-app support chat
• Email: support@sourcemagnet.com

• Monday–Friday, 08:00–16:00 CET (excluding Norwegian public holidays)
• Inquiries may be submitted 24/7 and will be handled during business hours

Documentation:

• User documentation is available online and in Norwegian and English
• Includes quick guides, step-by-step articles, and guidance for different user roles
• Continuously updated and accessible in the in-app help center

5. Response Targets

Our target response times during support hours are:

Please note: These are non-binding targets. Actual response and resolution times may vary. While we cannot guarantee resolution times, our team aims to resolve most high-priority issues within 1–2 business days, depending on complexity and available information.

6. Product Updates and Communication

We use a modern CI/CD pipeline to roll out improvements continuously.

Feature Flags:

• New functionality is introduced selectively to minimize disruption
• Customers may be involved in early access testing upon agreement

Change Communication:

• Major updates are announced via email or in-app
• Release notes are available in the platform
• Relevant updates are shared through webinars, short videos, or customer meetings

7. Customer Responsibilities

To ensure efficient support and platform use, we ask customers to:

• Report issues clearly and promptly
• Follow our Acceptable Use Policy and general terms
• Keep contact information up to date

8. Service Limitations

This SLA does not apply to issues caused by:

• Customer hardware, local software, or internet/network providers
• Misuse of the platform or unsupported configurations
• Outages or delays from third-party providers beyond our control. For a detailed overview, see our Service Provider Limitations.

9. Updates to this SLA

This SLA may be updated from time to time. The current version is always available at https://sourcemagnet.com/terms-and-conditions/sla. Changes will be communicated in advance where relevant.