Clear support.
Defined response times.
This Service Level Agreement explains how incidents are classified, when we respond, the target resolution time, and how an issue is escalated when needed.
Our support commitment
This agreement defines Managely response commitments and resolution targets for system incidents based on their operational impact.
What does the SLA cover?
This agreement covers technical support and response for system incidents that affect performance or use. It does not cover development, customization, or improvement requests that are not directly related to a system fault.
How are incidents classified?
| Priority | What is happening? | Impact |
|---|---|---|
| Critical | Complete outage or failure of an essential function that prevents operation | Core operations stopped |
| High | A large portion of functions is affected or severe slowdown is present | Operations materially degraded |
| Medium | A non-essential function is affected in a non-critical environment | Limited disruption |
| Low | A minor issue with no direct effect on core use | Minimal impact |
When do we respond, and what is the resolution target?
| 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 |
A response time is not the same as a resolution target
First response means the report has been acknowledged and assessment has begun. The resolution target is the target timeframe for resolving the incident according to its assigned priority.
How do you reach support?
What happens when an issue needs escalation?
Support team
Receive and acknowledge the report, gather information, and perform initial triage.
Technical manager
Allocate the required resources and involve senior engineers where needed.
Senior management
Intervene to accelerate resolution and reduce further business impact.
What do we need from you?
- A clear and accurate description of the issue.
- Screenshots or system logs where available.
- Steps to reproduce the issue where possible.
- Cooperation with the support team during diagnosis.
- A test environment when technically required and requested.
Delivery and acceptance of custom tasks
Standard review period: 5 business days
After delivery of a custom task or development, the client normally has 5 business days to test and review the work against the agreed scope.
- During review: bugs and deviations from the original agreed requirements may be reported and will be addressed without additional cost.
- No formal feedback: if the review period ends without formal feedback, the task is considered accepted and is closed.
- After closure: new changes or scope changes are treated as a new request and are subject to separate evaluation, scheduling, and possible additional fees.
Customization and training
Standard subscriptions do not include open-ended customization
Standard subscription plans provide access to the platform as offered and do not automatically include bespoke development or custom code changes.
- Official commitments: any free customization, feature addition, or special discount must be issued formally from an email address on @managely.cloud.
- Included training: provided according to the hours or quota included in the selected plan.
- Additional training: billed separately as a professional service when the included allocation is exceeded.
What is excluded from this SLA?
- Incidents caused by external networks or ISP outages outside infrastructure managed by us.
- Incidents caused by third-party intervention outside our responsibility.
- Customization, development, or improvement requests not directly related to a system fault.
Think the SLA was not met?
Contact us directly on WhatsApp: 201016001212
Clear support when your business needs it.
Review the response targets, or contact support if you already have an active issue.