We're Here
When You Need Us
Contact Channels
Our dedicated technical support team is available through all the channels below to ensure a prompt and effective response to any queries or issues.
SLA Violation? File a Complaint
If we fail to meet the agreed response times, contact our complaints line immediately: 01016001212 via WhatsApp — we take SLA breaches seriously.
How to Open a Support Ticket
The ticketing system is the recommended method for non-critical issues — it keeps a full history of every conversation and lets our team track progress transparently.
Log in to your Control Panel
Visit console.managely.cloud and navigate to the Support section.
Describe the Issue Clearly
Include screenshots, system logs, steps to reproduce, and which module is affected. The more detail, the faster the resolution.
Select the Priority Level
Choose Critical, High, Medium, or Low based on business impact. This determines your SLA response window.
Track Progress in Real-Time
You'll receive updates via email and inside your dashboard as our team works toward resolution.
Scope of Support
Our technical support covers system faults that affect performance and usage. It does not include customization, new features, or development work not directly associated with a system fault.
Response & Resolution Times
All response times are measured from the moment a ticket is received and acknowledged. Our team works to meet — and exceed — these commitments.
| 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 |
How to Classify Your Issue
Selecting the correct priority ensures your ticket reaches the right team with the right urgency. Use this guide:
System core operations are halted — complete service outage or failure of essential functions. All activities stopped.
Large portion of functions affected or severe slowdowns. Operations are significantly degraded but not fully stopped.
Non-essential functions impacted in a non-critical environment. Requires intervention to maintain system stability.
Minor faults with no direct impact on core usage. Can be resolved at a later time with minimal business impact.
Escalation Path
If your issue is not resolved within the agreed window, it automatically escalates through the following levels:
Level One — Support Team
Direct notification from our support team. Initial triage, acknowledgment, and assignment to the right engineer.
Level Two — Technical Manager
Escalation to the Technical Manager to allocate additional resources, bring in senior engineers, and set a firm resolution deadline.
Level Three — Senior Management
Intervention by senior management to expedite resolution, prevent further business impact, and communicate directly with the client.
Client Obligations for Faster Resolution
Provide accurate fault details — screenshots, logs, and reproduction steps. Cooperate with our team and provide a test environment when requested. This significantly reduces resolution time at every level.
Refund Requests
14-Day Money-Back Guarantee
Not satisfied? Request a full refund within 14 days of your initial paid subscription — no questions asked. Refunds are processed within 5 business days to your original payment method.
- Submit your refund request from the same email used during subscription
- Covers the initial basic package subscription fee only — not implementation or training fees
- Applies only to the first paid subscription, not subsequent renewals
Frequently Asked Questions
Still have questions?
We respond fast.
Reach our team directly — in Arabic or English — on any channel.