Service Level
Agreement
Our Support Commitment
At Managely, we pride ourselves on delivering highest-quality technical support. This SLA defines our response and resolution commitments for all system faults.
Scope of Service
This agreement covers technical support and response for system faults that affect performance and usage. It does not include requests for customization, development, or improvements not directly associated with system faults.
Definition of Fault Levels
| Level | Description | Impact |
|---|---|---|
| Critical | Core operations halted — complete outage or essential function failure | All activities stopped |
| High | Large portion of functions affected or severe slowdowns | Operations degraded |
| Medium | Non-essential functions impacted in non-critical environment | Limited disruption |
| Low | Minor faults with no direct impact on core usage | Minimal impact |
Response & Resolution Times
| Priority | First Response | Resolution Target |
|---|---|---|
| Critical | Within 1 hour | Within 24 hours |
| High | Within 2 hours | Within 48 hours |
| Medium | Within 4 hours | Up to 5 business days |
| Low | Within 8 hours | Up to 7 business days |
Communication Channels
Escalation Procedures
Level One — Support Team
Direct notification from our support team to review and acknowledge the report. Initial assessment and triage.
Level Two — Technical Manager
Escalation to the Technical Manager to allocate necessary resources and assign senior engineers to the issue.
Level Three — Senior Management
Intervention by senior management to expedite resolution and prevent further business impact on the client.
Client Obligations
- Provide accurate and complete information about the fault (screenshots, system logs, steps to reproduce)
- Cooperate with our support team to identify the root cause
- Provide a testing environment upon request when needed for diagnosis
Exclusions
- Faults resulting from external network issues or ISP outages outside our infrastructure
- Faults caused by third-party interventions outside our responsibility
SLA Violation? Contact Us Immediately
In case of any violation of these terms, contact our complaints line immediately: +20 104 499 4053 via WhatsApp.
Enterprise support, built for your business.
Start your free trial and experience Managely's commitment to 99.9% uptime.