Service Level Agreement
Last updated: May 16, 2026
This Service Level Agreement (“SLA”) sets out the availability commitment MagicWP Inc. (“MagicWP”, “we”, “us”) makes for the managed WordPress hosting service, and the service credits available if we fall short. This SLA forms part of the Terms of Service and applies to active paid subscriptions.
Uptime commitment
We target 99.99% monthly uptime for the production hosting service. Monthly uptime is measured as the percentage of one-minute intervals during a calendar month in which your site responded successfully to external HTTP probes from our monitoring system.
The formula is:
Uptime % = (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100
What counts as downtime
Downtime is a continuous period of at least one minute during which your production site is unreachable due to a failure in the MagicWP-managed infrastructure (compute, network, storage, or platform software). Errors that originate inside your WordPress installation — themes, plugins, custom code — are not downtime under this SLA.
Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance announced at least 48 hours in advance
- Emergency maintenance required to address an active security incident
- Outages caused by customer code, themes, plugins, or misconfiguration
- Outages caused by third-party services outside our control (DNS providers, upstream networks, CDN edges operated by partners)
- Force-majeure events such as natural disasters, war, civil unrest, or large-scale internet outages
- Suspension or termination of your account in accordance with the Terms of Service
- Beta or preview features explicitly marked as such
Service credits
If we miss the 99.99% target in a given calendar month, you may request a service credit on the affected subscription:
- 99.0% to < 99.99% — 10% of the monthly fee
- 95.0% to < 99.0% — 25% of the monthly fee
- Below 95.0% — 50% of the monthly fee
Service credits are issued as account credit applied to your next invoice. They are not refundable in cash and cannot exceed the monthly fee for the affected subscription. Service credits are your sole and exclusive remedy for any failure to meet the SLA.
Requesting a credit
To request a service credit, email support@magicwp.io within 30 days of the end of the affected month. Include your account email, the affected sites, and the approximate window of impact. We will review the request against our monitoring data and respond within 10 business days.
Eligibility
To be eligible for service credits, your account must be in good standing (no overdue payments, no active Terms of Service violation) at the time of the request.
Changes
We may update this SLA from time to time. Material changes will be announced at least 30 days before they take effect. The version in force when an event occurs governs that event.
Contact
Questions about this SLA? Email support@magicwp.io or use our contact page.