Maly Maly Payments v1 Changelog Partners
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Operate

Support

Who to contact, and what to send.

Integration questions go to your assigned onboarding contact. Once live, operational issues follow the support route agreed in your commercial agreement.

What to include#

Every operational query is answered faster when it opens with these:

  • The transaction id, or your reference.
  • The idempotency_key if the issue involves a retry.
  • Timestamps in UTC, with the window you are asking about.
  • The environment. At launch this is always production.

Service levels#

The following are the standard service levels. Your commercial agreement may set different figures, and where it does, the agreement prevails.

MeasureStandard level
Platform availability target99.9% monthly, excluding scheduled maintenance
Scheduled maintenanceNotified in advance; outside local business hours where possible
Integration and onboarding supportBusiness hours, your assigned onboarding contact
Critical production incidentAcknowledged within 1 hour
Major issueAcknowledged within 4 business hours
Minor issue or queryAcknowledged within 1 business day
Incident notificationAffected partners informed during a Sev-1 incident and given a summary afterwards
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The agreement is authoritative. These are baseline figures for planning. Your signed agreement sets the service levels that actually apply to your account.

Reporting a suspected key compromise#

Treat this as urgent and contact your account manager directly rather than raising a standard ticket. See Key lifecycle.

Security and incident reporting#

  • Report a suspected security issue or vulnerability to your account manager, marked security, rather than through the standard support queue.
  • Do not include live credentials, customer data or exploit detail in a standard ticket.
  • Production incidents are escalated by severity through the route named in your commercial agreement.
Maly Payments API v1 · Documentation 1.1 · July 2026
Maly Tech Ltd. This guide is provided for information. Where it differs from your signed agreement, the agreement applies.