Service Level Agreement (SLA)

Effective Date: July 1, 2025

This Service Level Agreement (“Agreement“) is a formal commitment between Magosys Systems Ltd. and/or Magos America Inc. (“Magos” or “Service Provider“) and the purchasing entity (“Customer“). It outlines the scope of support and service Magos will provide for its hardware and software products. By purchasing and using Magos products or services, the Customer agrees to comply with the terms set forth herein.

This SLA operates in conjunction with and is governed by the terms of Magos’ Limited Product Warranty.

1. AGREEMENT OVERVIEW

This Agreement defines the scope of services that Magos provides to the Customer, including technical support, software updates, and hardware service levels.

Please note that this SLA covers only support and service deliverables. Product performance guarantees, limitations, and exclusions are detailed in the accompanying Limited Product Warranty.

2. THE PARTIES

Service Provider: Magosys Systems Ltd. and/or Magos America Inc.
Customer: Entity purchasing Magos products and/or services.

3. SERVICE AGREEMENT

3.1 Services Covered

Support via telephone: +972-77-4140155
Support via WhatsApp: +972-50-603-6520
Support ticketing via email: [email protected]
Access to partner portal: partners.magosys.com
Remote assistance using available virtual tools
On-site assistance (planned or emergency; extra fees may apply)
Site survey, demos, and proof-of-concept evaluations
Software and firmware updates (based on SMA coverage)
Integration with third-party software (e.g., VMS; extra fees may apply)
Hardware Return Material Authorization (RMA) service

3.2 Customer Responsibilities

Maintain IT infrastructure, MASS server, and network setup
Provide technical data and remote access for support
Perform software upgrades when remote access is unavailable
Adhere to Magos product documentation and instructions

3.3 Service Provider Responsibilities

Provide timely support and communication
Maintain documentation of support activities
Meet defined response times and service levels

4. SERVICE MANAGEMENT

Service Item	Specification
Support Hours	Sun-Thu, 7:00–17:00 (CET/CEST)
Response Time	Up to 3 business hours
On-Site Assistance (Israel)	Within 5 business days
On-Site Assistance (International)	Within 15 business days (excl. transit)
RMA Processing	Within 10 business days from receipt

5. SERVICE PACKAGES

Eligibility and coverage under No SMA or SMA Coverage plans must be confirmed in the Purchase Order or relevant agreement with Magos.

No SMA (Standard with Purchase):	SMA Coverage (minimum 3-year term):
Includes only support calls during the initial system commissioning phase and RMA service under warranty terms	Regular Software updates (minor/patch versions)
	Technical Support (email, phone, portal)
	Software upgrades (major versions) including Radars and Appliances
	Response time commitment
	Advanced RMA: RMA product replaced immediately with a working unit No waiting period for RMA investigation Express air delivery to ensure site continuity Subject to Product Warranty and RMA terms.

6. ADDITIONAL SERVICES

Additional services may be available upon request and are quoted separately. These may include technical training, on-site assistance for system configuration, or pre-sale support such as demos, POC, and solution design.

7. APPENDIX A: RMA PROCEDURE

The customer must contact Magos Support to obtain an RMA number before returning any product. The request must include:

Full contact details
Product serial number
Detailed description of the issue, including relevant images, recordings, or logs
Remote access to the system for issue inspection and analysis

Magos will attempt remote analysis and troubleshooting. If the issue cannot be resolved remotely, an RMA number will be issued.

Important: Do not return any product without completing this process and receiving an RMA number for each unit.

7.1 Shipping Instructions

Ship only the defective item unless instructed otherwise
Include a Pro Forma Invoice (if applicable)
Clearly mark the shipment as an RMA with the provided number
The customer is responsible for all shipping and import costs to Magos HQ

7.2 Repair and Return

If the defect is covered by warranty, Magos will cover return shipping
Magos will process and ship replacement/repair units within 10 business days of receipt

Note: Do not return any item without a valid RMA number issued for each serial number.

Important: If Magos determines that the suspected defect does not fall under the Limited Product Warranty and Order Terms, the Customer will be responsible for all return shipping and handling costs, including any inspection or labor-related charges

8. APPENDIX B: ADVANCED RMA PROCEDURE

The Advanced RMA procedure follows the same process as described in Appendix A, with a few modifications based on the results of Magos’ preliminary remote analysis.

If the product is found to be Malfunctioning but still operational, Magos will ship a replacement unit via express air delivery at its own expense. The customer must return the malfunctioning unit within 10 calendar days from the activation of the replacement unit.

If the product is found to be completely non-functional, the customer must return the unit immediately upon receiving the RMA confirmation.

Failure to return the original unit within the specified timeframe may result in additional charges.