1 . SUPPORT CHANNELS

Product support is available to all LeadPro users and is included in the product fee.

1.1 EMAIL AND PHONE  SUPPORT

Support will be available by email and phone on Business Days from 9am to 5.30pm. All support requests received by email to contact@lead.pro or by phone to +443448008424 will be responded to within 4 hours. Support requests will be resolved with all reasonable effort and progress updates will be provided by phone and or email.

2 ESCALATION MATRIX

If you have an issue, please contact LeadPro based on the escalation matrix below.

2.1 SERVICE LEVELS

Level 1 support is for basic queries about how to use the product, minor access queries and minor account queries. Examples include:

• Product related: ‘How do I do x?’, small bug reports, ‘where do I find y?’

• Access related: Trouble accessing certain areas of the platform

Levels 2 and 3 involve higher level technical queries that require deeper technical knowledge and might involve the sales, product or engineering team. Examples:

• Product related: Bugs stopping proper operation of the product (L2), or an issue that affects employees other than LeadPro users (L3)

• Access related: Inability to access the platform

3 PRODUCT SUPPORT AVAILABILITY

3.1 LEVEL 1

Level 1 Support is available Monday to Friday from 9 am till 6 pm UK Time, apart from the dates of UK National Holidays.

3.2 LEVEL 2

Your Customer Success Manager is available via Monday to Friday from 9 am till 6 pm UK Time, apart from the dates of UK National Holidays, incl. the ones listed below.

4 ISSUE SEVERITY 

Severity levels are categorised based on the business impact of the issue. Technical support requests are generally processed on a first-come, first-served basis. High severity levels that have a greater business impact and require immediate response or direct help may be processed out of turn.

4.1 RESPONSE  TIMES

For medium and low severity, these times relate to business hours. For high severity, these times are all hours.

• Low Severity: Response 4 hours

• Medium Severity: Response time 3 hours

• High Severity: Response time 2 hours

4.2 LOW SEVERITY ISSUE

Minor loss of application functionality, product feature requests, how-to questions. The issue consists of "how-to" questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

4.2 MEDIUM SEVERITY ISSUE

Critical loss of application functionality or performance resulting in users not being able to carry out low-impact tasks. The platform is usable but severely limited.

4.3 HIGH SEVERITY ISSUE

Application downtime or major disruption in the product. Major feature/product failure without any work around. The specific functionality is mission critical to the business and the situation is considered an emergency.

5 SERVICE LEVEL AGREEMENTS

5.1 UPTIME AND AVAILABILITY

To enable clients to make use of the services effectively, LeadPro guarantees 99.9% uptime of services for the duration of the contract. This uptime level applies to the LeadPro platform in its entirety. If LeadPro does not meet the uptime commitment of 99.9%, the Client will be eligible to receive a Service Credit.

Uptime is measured using our automated systems over each calendar month. It is calculated to the nearest minute based on the number of minutes in each month (for example, a 31- day month contains 44,640 minutes)

LeadPro is not responsible for any downtime caused by general downtime to the host servers (AWS). For details about AWS downtime policy, see:

https://aws.amazon.com/compute/sla/

https://aws.amazon.com/legal/service-level-agreements/

5.2 SUPPORTED BROWSERS

LeadPro makes the commitment to support all major browsers. For major browser types (Internet Explorer, Chrome) we support new versions within 6 weeks of release. As of the latest revision, the supported browsers are:

• Chrome 58+

• Internet Explorer 11+

• Safari 10+

• Microsoft Edge

• Mozilla Firefox

5.3 SERVICE CREDIT

Service Credits are calculated as a percentage of the total charges due on the Client's Purchase Order invoice for the monthly billing cycle in which the unavailability occurred, applied proportionally to the Services that were unavailable, in accordance with the schedule below: 

• For monthly uptime Percentage less than 99.9% but equal to or greater than 99.0%, the Client will be eligible for a Service Credit of 10% of the charges attributable to the affected Purchase Order. 

• For monthly uptime percentage less than 99.0%, the Client will be eligible for a Service Credit of 30% of the charges attributable to the affected Purchase Order.

Service Credits will not be applicable for unavailability caused by Force Majeure.

5.4 SOLE REMEDY

The Client's sole and exclusive remedy for any unavailability, non-performance, or other failure by LeadPro to meet this Service Level Agreement is the receipt of a Service Credit.

5.5 CLAIM

To claim a Service Credit the client must email contact@lead.pro with the subject “SLA Credit Request”. The client must provide the dates and times of each unavailability incident that the Client is claiming. All claims must be made within 60 days of the unavailability occurring.