Client Support

Magnit VMS

(WAND or WFQ)

Access the Services & Support Center

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.