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
Delivery & Acceptance of Custom Tasks
To ensure the highest quality in delivering custom development and tasks, we follow a clear mechanism to guarantee deliverables match your core requirements.
- Review & Testing Period (UAT): Upon delivery of any custom task or development, the client is granted a standard timeframe (usually 5 business days) to test and review the work, ensuring it aligns with the agreed-upon scope.
- Modifications & Feedback: During this period, the client has the right to log feedback, report bugs, or highlight deviations from the original requirements. We commit to addressing these promptly at no additional cost.
- Automatic Acceptance & Closure: If the review period expires without receiving any formal feedback or modification requests from the client, the work is considered "fully accepted" and compliant with specifications. Consequently, the task will be officially closed in our system.
- Post-Acceptance Requests: Any modification requests, scope changes, or feedback submitted after the task has been closed (post-review period) will be treated as a "New Request". These requests are subject to separate evaluation, scheduling, and potential additional costs.
System Customization & Training
Please note that our standard subscription packages include access to the platform as-is. They do not implicitly include free system customization or bespoke modifications.
- Official Commitments: Any promise, agreement, or commitment regarding free customizations, feature additions, or special discounts is only valid if issued via an official email from our domain (@managely.cloud). Verbal agreements or unrecorded communications are not legally binding.
- Training Allocations: Free training hours for our cloud services are strictly provided according to the quotas specified in your selected subscription plan.
- Additional Training: If your team requires training beyond the allocated hours of your tier, it will be billed separately as a professional service.
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 via WhatsApp: 971543472220
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