Service Level and Availability Policy

1. Scope

This Service Level and Availability Policy describes LeadMagic's standard approach to availability, maintenance, support, and service credits. It is incorporated into our Terms of Service. A separately signed order form, master services agreement, or service level agreement may provide different terms for specific customers.

2. No Default SLA

Unless LeadMagic expressly agrees to a service level agreement in a separate written contract signed by LeadMagic, the Services are provided on an "as is" and "as available" basis without any guaranteed uptime, availability, response time, resolution time, throughput, processing speed, delivery time, data match rate, enrichment coverage, verification accuracy, or support turnaround.

We do not guarantee that the Services, support, payment methods, data sources, integrations, or features will be available in every country, region, language, time zone, currency, or regulatory environment.

3. Maintenance and Changes

We may perform planned or emergency maintenance, deploy changes, modify APIs, throttle traffic, pause jobs, limit exports, disable features, or suspend access when needed for security, reliability, legal compliance, vendor limitations, billing risk, abuse prevention, or platform integrity. We will use commercially reasonable efforts to minimize disruption, but we do not guarantee advance notice for emergency work or changes required by law, security risk, third-party provider requirements, or technical necessity.

4. Excluded Events

Downtime, delays, errors, or degraded performance will not be considered a service failure to the extent caused by:

• Your systems, credentials, network, configuration, code, data, or third-party tools
• Internet, DNS, cloud, payment, email, data-source, or other third-party provider issues
• Rate limits, quotas, throttling, payment holds, credit limits, or plan restrictions
• Security incidents, abuse, fraud, scraping, denial-of-service activity, or legal risk
• Maintenance, beta features, previews, trials, free tools, or experimental products
• Force majeure events or circumstances outside our reasonable control

5. Service Credits

Unless a separate written SLA signed by LeadMagic provides otherwise, service credits are discretionary, are not cash refunds, have no cash value, may be applied only to future eligible fees, and may not be transferred, redeemed, or paid out. If we provide a credit, it is your sole and exclusive remedy for the relevant availability issue to the maximum extent permitted by law.

6. Beta, Trial, and Free Services

Beta features, previews, trials, free tools, promotional credits, and evaluation accounts are provided for evaluation and feedback only. They may be changed, limited, suspended, or discontinued at any time and are not eligible for service credits, refunds, uptime commitments, support commitments, or data recovery commitments.

7. Customer Duties

You are responsible for monitoring your own usage, exports, integrations, jobs, credentials, rate limits, billing status, and downstream systems. You are responsible for backing up exports and outputs that you choose to rely on. LeadMagic is not responsible for lost opportunities, failed campaigns, lost profits, lost data, customer-side outages, or downstream system issues.

8. Contact

Questions about availability or support may be sent to support@leadmagic.io.