Service Level Agreement (SLA)

Our commitment to providing fast and effective technical support to ensure your business success

Last updated: 2026-02-28

This agreement aims to clarify the expected response times from the Ma7aly support team via WhatsApp. We are committed to providing the best technical support experience to ensure your business continuity without interruption.

📞 Contact Channels

💬 WhatsApp (Preferred)

+201500501503

⏱️ Issue Classification and Response Times

Type	Description	Response Time
🔴 Critical	Complete failure preventing work or preventing invoice/sales issuance	Within 2 hours
🟡 Normal	Issue affecting part of functionality with temporary workaround available	Within 24 hours
🔵 Inquiries	Questions, guidance, and usage	Within 48 hours

📝 Important Notes

Response time means starting to handle the request and contacting you. Final resolution time may vary depending on the nature and complexity of the issue.
Periodic maintenance may be performed to improve the service and add new features. We will notify you in advance of any scheduled maintenance.
We work around the clock to ensure system availability and stability, and we always strive to exceed your expectations in speed and quality of support.

Have any questions or issues?

Our team is ready to help you on WhatsApp

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