MagicTradeBot
Download
Legal · Last updated: May 23, 2026

Service Level Agreement

Our service commitments for license validation, software releases, security patches, and support response times — and what we do when we miss them.

01

Scope & applicability

This Service Level Agreement ("SLA") defines the service commitments MagicTradeBot makes to all active license holders — Free, Pro, and Elite. Because MagicTradeBot is a self-hosted binary that runs on infrastructure you own and operate, our direct service responsibilities are limited to the systems we control.

Service component Our responsibility Your responsibility
License validation system 99.9% monthly uptime for license checks Stable internet connectivity from your server
Software releases & patches Provide stable, versioned releases via the download page Apply updates in a timely manner
Critical security fixes Notify within 24 hours of discovery; publish patch promptly Apply security patches within 48 hours of release
Documentation & knowledgebase Maintain accuracy, completeness, and availability Follow implementation guidelines
Support channels Respond within defined SLA windows (see Section 4) Provide sufficient detail to diagnose issues
Payment & billing infrastructure Ensure license activation within 3 blockchain confirmations Submit correct transaction; retain TxHash as proof
i
Outside our SLA. Your server uptime, database performance, OS stability, network reliability, and exchange API availability are entirely outside our control and are excluded from this agreement.
02

License system uptime commitment

Our license validation servers are the only hosted infrastructure directly required for MagicTradeBot to operate. We commit to the following:

Metric Commitment
Monthly uptime target 99.9% — equivalent to ≤ 43 minutes of downtime per calendar month
Measurement period Rolling calendar month
Downtime definition License validation endpoint returning errors for > 5 consecutive minutes, excluding scheduled maintenance windows
Compensation threshold Any single outage exceeding 1 continuous hour

If our license validation service experiences a confirmed outage exceeding 1 continuous hour, affected license holders will automatically receive a license extension equal to twice the outage duration:

Outage duration License extension granted
1 hour 2 hours added to license expiry
3 hours 6 hours added to license expiry
12 hours 24 hours (1 day) added to license expiry
24 hours 48 hours (2 days) added to license expiry
✓
Extensions are applied automatically to all affected active licenses within 24 hours of the outage being resolved and confirmed. No claim or support ticket is required.
03

Maintenance & updates

  • Frequency. We target less than 1 hour of scheduled maintenance per calendar month for license infrastructure.
  • Advance notice. Scheduled maintenance is announced at least 72 hours in advance via email to all registered users and a banner on the MagicTradeBot documentation site.
  • Timing preference. Maintenance is scheduled during low-traffic periods (weekends or UTC night-time hours) wherever possible.
  • Scheduled downtime exclusion. Downtime during announced maintenance windows does not count toward uptime calculations or compensation thresholds.
  • Critical security vulnerabilities are patched as rapidly as safely possible — typically within 24 hours of confirmed discovery.
  • Emergency patches may be applied with as little as 12 hours notice. Notification is sent via email with subject line CRITICAL: Security Update.
  • Users are expected to apply critical security patches within 48 hours of publication. Running an unpatched version after a critical advisory is at your own risk.
Release type Frequency Notice
Critical security patch As required Minimum 12 hours · email + docs banner
Minor bug fix release As required Release notes published on download page
Feature release Periodic Blog post + email to license holders
Major version release Annually / as warranted 7-day advance notice + migration guide
04

Support response times

Support is delivered via email. Response times are measured from receipt of a complete, clearly described support request during business hours (Monday–Friday, 09:00–18:00 PKT).

Issue type Plan First response SLA Resolution target
License activation failure All plans < 4 bus. hrs Same business day
Critical security vulnerability All plans < 4 bus. hrs Patch within 24 hrs of confirmation
Bot not starting / crash Pro / Elite < 8 bus. hrs 2 business days
Bot not starting / crash Free Best effort Best effort
Configuration & strategy questions Elite < 1 bus. day 3 business days
Configuration & strategy questions Pro < 2 business days 5 business days
General usage questions All plans Best effort Best effort
Billing & refund enquiries All plans < 48 hours 14 business days
i
Faster routing for Elite holders. Include your plan tier in the subject line of your support email for priority routing. Format: [Elite] Configuration issue — DCA engine
05

SLA exclusions

The following are explicitly excluded from uptime calculations, compensation eligibility, and support response SLAs:

Exclusion Reason
Your server, VPS, or hosting infrastructure Self-hosted — entirely outside our control
Database crashes or corruption Local data management is your responsibility
Network issues between your server and our endpoints ISP, routing, and firewall issues on your side
Third-party exchange API outages or rate limits Exchange infrastructure is independent of MagicTradeBot
Bot version older than the current stable release Running outdated software is at your own risk
Force majeure events Natural disasters, war, internet backbone failures, etc.
User misconfiguration or incorrect API key setup Configuration errors are not a platform failure
Scheduled maintenance windows Pre-announced with 72 hours notice
Accounts suspended for AUP violations Suspended accounts are not covered by SLA commitments
06

Self-hosting best practices

While server management is your responsibility, we recommend the following configuration to ensure optimal bot performance and minimise self-caused downtime:

Component Minimum Recommended (high-frequency)
CPU 2 vCPUs 4+ vCPUs
RAM 4 GB 8 GB+
Storage 50 GB SSD 100 GB+ NVMe SSD
OS Ubuntu 22.04 LTS / Debian 12 Same — keep updated
Network Stable broadband with <100ms latency to exchange Datacenter co-location near exchange endpoints
  • Process monitoring. Use a process manager (systemd, PM2, or Docker restart policies) to automatically restart the bot if it crashes.
  • Disk space. Monitor available disk — the SQLite database grows over time with trade history.
  • License validation alerts. Monitor for HTTP 429 / 503 responses from the license endpoint and alert on consecutive failures.
  • Daily backups. Back up your config.yaml and SQLite database daily to an off-server location (object storage, remote server).
  • Hot standby. For mission-critical deployments, maintain a warm standby server with a copy of your configuration that can take over within minutes.
07

Plan-specific SLA differences

Feature Free Pro Elite
License validation uptime 99.9% 99.9% 99.9%
Outage compensation — 2× extension 2× extension
Critical issue response Best effort < 8 business hours < 4 business hours
Configuration support Knowledgebase only < 2 business days < 1 business day
Priority email routing — — Priority queue
Security advisory notification Email Email Email + priority patch access
08

Claiming SLA compensation

License extensions for verified outages are applied automatically. However, if you believe you are entitled to compensation that was not applied, you may submit a claim:

  • Email sales@magictradebot.com with subject line SLA CLAIM — [Date of Outage] within 14 days of the outage
  • Include your account email, license key, and a description of when the validation failure occurred
  • We will review our availability logs and apply any entitled extension within 5 business days of a valid claim
  • SLA compensation is limited to license extensions — monetary refunds are not issued as SLA remedies
09

Policy updates

This SLA is reviewed annually and updated as our infrastructure and service offerings evolve. When material changes are made:

  • The "Last Updated" date at the top of this page is updated
  • Email notification is sent to all active license holders
  • A banner is displayed on the bot's download page for 30 days

This SLA applies exclusively to MagicTradeBot's hosted service components as described in Section 1. It does not extend to your self-hosted infrastructure or any third-party services.

10

Contact

For SLA enquiries, uptime claims, or support matters:

Related: Terms of Service Refund Policy Security Policy Submit SLA Claim