SIA MSP Global Landscape and Differentiators Report
Magnit Listed as a Leader for Fourth Consecutive Year
Please visit Magnit’s Global Services & Support Center to find answers to common questions, obtain guided help through the Virtual Agent or connect with a Live Agent through Chat or Case.
Magnit VMS
(WAND or WFQ)
Magnit Shift
(Formally GRI)
Contact your client services team.
Magnit Support Overview
Each of Magnit solutions includes the following, when available:
- In accordance with the policies set forth below, Magnit provides bug fixes, patches, or workarounds to ensure the Product operates in conformity with its then-current operating documentation.
- Magnit also provides new releases or versions, to the extent they are within the existing contracts for customers without additional charge.
Incidents can be reported through the Magnit Support Center (support.magnitglobal.com/help). Initial Response goals are relative to the impact of the reported problem on the customer environment. The Magnit definitions for Impact (Priority) levels 1-4 can be found below.
Magnit Support Customer Impact Definitions
Priority Level | Customer Impact Criteria |
1 | Critical Impact – Service is Not Available |
2 | Severe Impact - Severe Impact – disabled functionality, errors that result in a lack of significant functionality in the Service, system integration failures |
3 | Degraded Operations – errors that cause non-critical features consistently to malfunction. Workarounds may be available. |
4 | No service impact, non-critical issues, or general questions. |
Magnit Support Service SLAs
Basic Support available for customers using Magnit VMS:
Response Time (up to) | Resolution Time |
P1 = 2 hours | P1 = 24 hours |
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. |
P3 = 1 Business Day
| P3 = Reported issues will be triaged, reviewed, and evaluation performed for inclusion in an upcoming release. |
P4 = 2 Business Days | P4 = Not applicable. |
Hours of Operation:
- Magnit Support Portal and Virtual Agent 24x7
- Live Agent Chat 24x7
- Phone Support 24x5 (Monday 12am PST – Friday 6pm PST) except published holidays
Note: For European clients, case support is provided during business hours, central european time.
Service Availability: The Magnit VMS will be available to the Client no less than 99.5% of the time calculated on monthly basis, based on 24/7 VMS availability. The calculation of Service Availability will not include Scheduled Maintenance.
Scheduled Maintenance: “Scheduled Maintenance” means the VMS’s scheduled routine maintenance. Client will be notified at least five (5) business days in advance of Scheduled Maintenance and will not last longer than 4 hours each month. Scheduled Maintenance will only take place outside of Magnit’s normal business hours. As emergency patching is needed, we reserve the right to perform without notice.
Problem Determination and Root Cause Statement
Upon request, Magnit will provide a written explanation of the root cause of a P1 issue for which a support ticket has been opened, including the following information:
- Description of issue
- Root cause of issue
- Detailed explanation of steps followed to correct issue
- Path forward to mitigate issue (if applicable)
The request for a written explanation of the root cause of a P1 issue must be submitted within 30 days of the problem’s resolution. The written explanation will be provided within 14 business days of the request.
Our Offices Around the World
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 69 9432 3124
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 69 9432 3124
U.K. Office
Booths Park 1,
Chelford Road,
Knutsford, Cheshire, WA16 8GS
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