Personalized, Proactive, and
Always On.
Magnit’s support model connects you to the right answers. With 24/7 portal access, global coverage, and detailed SLAs across impact levels, we’re structured to keep your workforce programs running smoothly.
Choose Your Help Path—One Portal, All Solutions
No matter your platform, program, or question, start here to get connected with the right support.
Magnit Support Customer Impact Definitions
Magnit Support Service SLAs Basic Support available for customers using Magnit VMS (formerly Wand):
Response Time (up to) | Resolution Time | Hours of Operation |
P1 = 2 hours | P1 = 24 hours | Magnit Support Portal and Virtual Agent 24x7 |
P2 = 4 hours | P2 = A solution will be deployed during next scheduled release/maintenance window and upon confirmation and validation of resolution from quality assurance group. | Live Agent Chat 24x7 |
P3 = 1 Business Day | P3 = Reported issues will be triaged, reviewed, and evaluation performed for inclusion in an upcoming release. | Phone Support 24x5 (Monday 12am PST Friday 6pm PST) except published holidays |
P4 = 2 Business Days | P4 = Not applicable. | Note: For WandEU clients, case support is provided during business hours. |
Wherever You Work,
We're There.
U.S. Headquarters
2365 Iron Point Road, Ste. 270
Folsom, CA 95630
United States
Germany Office
Neue Mainzer Str. 66-68
60311 Frankfurt am
Main Germany
+49 (0) 69 94 32 31 24
Netherlands Office
Marconibaan 1a + Coltbaan 4
3439 Nieuwegein
Nieuwegein, Netherlands
Sweden Office
Regeringsgatan 20, 111 53
Stockholm, Sweden
Switzerland Office
Bahnhofstrasse 100, 8001
Zürich, Switzerland
+49 (0) 69 9432 3124
U.K. Office
Booths Park 1 Suite L2A
Chelford Road
Knutsford, Cheshire WA16 8QZ
India (Vadodara) Office
Magnit House, A-2 Building,
Besides Hotel Courtyard by Marriott, Sarabhai Campus,
Genda Circle, Varodara 390 023
India (Bengaluru) Office
Registered Office: No. 10, Shantipura Main Road, Electronic City, Phase II, Bangalore, Karnataka, India – 560100