Platform status, without the polish.
The current state, the commitments written into the service agreement, where we announce incidents — and a log of the ones that happened.
Response and resolution times, in writing.
These are the figures from the service agreement itself — not estimates.
| 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 |
Escalation runs through three levels.
A critical fault gets a human response within one hour, then escalates until it is resolved.
L1 — support team
Initial triage and acknowledgment of the report, plus assignment to the right engineer.
L2 — technical manager
Extra resources allocated and senior engineers brought onto the issue.
L3 — senior management
Direct intervention to speed up resolution and prevent further impact on your business.
How you'll hear about an incident.
This page and the support page
Any incident affecting service is written here until it closes. The support page lists the channels and response times.
Official email from the @managely.cloud domain
Any formal commitment or notice comes from an @managely.cloud email — the only binding channel for formal requests.
Incidents that happened.
No incidents on record.
The first incident that affects service gets written here with its date and a summary.