Service Level Agreement
Last updated: July 10, 2026
This page publishes the standard Service Level Agreement ("SLA") that Magu Studios, Inc ("AgentMark") offers on Enterprise plans. For Enterprise customers, this SLA is incorporated into the Enterprise agreement; if your agreement includes a negotiated SLA, that version governs. Plans other than Enterprise are provided without an SLA, though our status page and its uptime history are public for everyone.
Uptime commitment
AgentMark commits to a Monthly Uptime Percentage of at least 99.9% for the Covered Services in each calendar month.
Covered Services are the hosted AgentMark platform: the dashboard (app.agentmark.co) and the API gateway, including telemetry ingestion.
Downtime is any period of one minute or longer during which a Covered Service is unavailable — it fails to respond or returns server errors for requests that should succeed — as measured by our external uptime monitors. Those monitors publish live results and history on our status page, so the measurement source is the same one you can see.
Monthly Uptime Percentage for a calendar month is: 100% minus the percentage of minutes in that month that were Downtime, excluding Downtime caused by an Exclusion below.
Service credits
If the Monthly Uptime Percentage falls below the commitment in a calendar month, Enterprise customers are eligible for a credit against future invoices, calculated as a percentage of the monthly platform fee for the affected month:
| Monthly Uptime Percentage | Service credit (% of monthly fee) |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
To claim a credit, email hello@agentmark.co within 30 days of the end of the affected month, identifying the incident dates. Credits are applied to future invoices, are not redeemable for cash, do not roll over past termination, and are capped at 50% of the monthly fee for the affected month. Service credits are the sole and exclusive remedy for a failure to meet this SLA.
Exclusions
Downtime does not include unavailability caused by:
- Scheduled maintenance announced in advance on the status page.
- Features designated beta, preview, or experimental.
- Components you host or manage yourself (for example a self-hosted data plane or customer-managed storage), or integrations you configure with third parties (GitHub, GitLab, Slack, your identity provider) failing on the third party's side.
- Your misuse of the service, use in excess of plan limits, or acts or omissions of your users or systems.
- Suspension or termination permitted under the Terms of Use.
- Factors outside our reasonable control, including internet failures beyond our network edge and force majeure events.
Support
Enterprise plans include support with the following first-response targets, through a dedicated Slack channel and email:
| Severity | Definition | First response |
|---|---|---|
| Severity 1 | The service is unavailable or a core function (trace ingestion, dashboard access) is broken in production with no workaround. | 2 business hours |
| Severity 2 | A significant function is degraded or impaired, but the service is usable and a workaround exists. | 8 business hours |
| Severity 3 | A minor issue, cosmetic defect, or general question. | 2 business days |
Business hours are 9:00 a.m. to 6:00 p.m. US Eastern, Monday through Friday, excluding United States federal holidays. First response means a qualified engineer has acknowledged the issue and begun work, not that it is resolved; for Severity 1 issues we continue work until a fix or workaround is in place. Team plans include dedicated Slack support and Free and Growth plans include community support, in each case without committed response times.
Change log
| Date | Change |
|---|---|
| July 10, 2026 | Initial publication. |
Questions
If you have questions about this SLA or want to discuss Enterprise terms, contact hello@agentmark.co or talk to sales.