Clear support.
Defined response times.
This Service Level Agreement explains how incidents are classified, when we respond, how custom work is delivered and accepted, and the delivery guarantee that applies to eligible implementation packages.
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 also defines the delivery and acceptance process for custom work and the implementation delivery guarantee for eligible full implementation packages. Development, customization, and improvement requests that are not related to a system fault remain outside the incident-response targets unless they are governed by a separate written scope.
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.
Implementation delivery guarantee
We deliver the agreed scope — or refund the implementation fee
For eligible full implementation packages, the scope, deliverables, acceptance criteria, dependencies, and any agreed delivery milestones are documented in writing before work begins.
- Written scope first: the guarantee applies only to deliverables expressly included in the approved implementation scope or order form.
- Review and notice: the client must review delivered work under the acceptance process above and identify any material unmet scope item in writing during the applicable review period.
- Remediation first: we will correct confirmed deviations from the agreed scope at no additional charge during the remediation period stated in the written implementation scope or order form.
- Refund trigger: if a material part of the covered scope remains undelivered after the applicable remediation period, the implementation fee paid for that eligible package will be refunded.
- Covered packages: this guarantee applies only to full implementation packages that expressly include the Implementation Guarantee.
- Not covered: cloud subscription fees, standalone training-hour packages, standalone customization-hour packages, third-party services or charges, approved change requests, and work outside the agreed scope are not included in this guarantee.
- Client dependencies: delivery and remediation timelines pause for delays caused by missing access, data, approvals, feedback, third-party access, or other dependencies assigned to the client.
- Accepted work: deliverables that have been formally accepted, or are deemed accepted after the review period under the acceptance process above, are considered completed for the purpose of this guarantee.
Separate from the 14-day subscription refund guarantee
The implementation delivery guarantee applies to eligible implementation packages. The 14-day refund policy applies to the core Managely cloud subscription under its own terms. Read the subscription refund policy.
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.