Service Level Agreement

This page sets out the service levels Magpie aims to provide. It is a best-effort statement, not a binding guarantee of uptime or a service-credit scheme. For a committed, contractual SLA, see Custom SLAs below.

This statement covers the Magpie platform: the Data API, the Scraping API, and the web console. It describes the availability and support we aim to provide. It is not a fixed contractual guarantee — enterprise customers can negotiate a committed SLA (see pricing).

We operate the platform on a best-effort basis and work to keep it available and responsive. We do not commit to a fixed uptime percentage at this tier. When an incident affects the service, we prioritise restoring it promptly.

Support is available during working hours, 8am–6pm GMT+8, Monday to Friday (excluding public holidays). We respond on a best-effort basis and do not commit to a fixed response time. Batch scraping jobs that require approval (Variant Sold, Listing product) are reviewed during these same hours.

We aim to perform planned maintenance outside peak hours and to give advance notice where practical. Brief, routine maintenance may occur without notice.

During a significant outage we notify affected customers and share status updates until the service is restored, using the contact details on your account.

Credits are only spent on successful calls — failed or empty requests cost nothing (see pricing). This statement does not provide separate downtime service credits.

Need a committed uptime target, defined response times or contractual remedies? Talk to us about an enterprise agreement.