If your assistant isn’t working during their scheduled hours⁠, email our support team ASAP.

Magic will take the following steps:

• We will attempt to contact the assistant directly. Sometimes, assistants are affected by network or power interruptions, severe weather, or similar issues. We’ll try to find out the root of the problem, and see how soon they can return to work.
  
• We will pause your billing until we’ve confirmed with you that your assistant has returned to work. You won’t be billed for time during which they’re absent or inactive.
  
• We’ll talk to your assistant to ensure they can avoid similar incidents in the future. If the problem is habitual, or it’s clear your assistant’s performance won’t improve, we’ll find you a replacement.

If your assistant does not respond to us in a timely manner, we’ll find you a replacement ASAP.