Service Level Agreement

What we commit to on response + resolution times. We aim to do better on most of these; nothing here overpromises.

Response + resolution targets

Same numbers across plans for now. Business hours = Monday–Friday 09:00–17:00 Central European Time. Outside business hours, P0 is on-call; everything else queues.

P0Service down or data loss
Acknowledge
30 min
First response
1 h
Resolution target
Asap — status page updated every 30 min; no fixed time-to-resolve commit
Examples: Portal unreachable >5 min · sign-in failures · saved data lost · security incident in progress
P1Feature broken, blocking your work
Acknowledge
4 h business hours
First response
24 h
Resolution target
7 days; workaround within 24 h if no fix possible
Examples: Calc / drawing / Navigator returns errors · primary workflow blocked · integration broken
P2Bug or unexpected behaviour, not blocking
Acknowledge
24 h business hours
First response
48 h
Resolution target
30 days
Examples: Non-core feature has visible issues · slower than expected · rendering problems
P3Feature request
Acknowledge
48 h business hours
First response
7 days
Resolution target
"On the public roadmap" or explicit decline
Examples: Wishlist · workflow improvement · capability we don't yet have
BillingBilling question
Acknowledge
24 h
First response
24 h
Resolution target
Resolved within 7 days
Examples: Charge questions · refund requests · plan switches
AccessAccount / access issue
Acknowledge
4 h business hours
First response
24 h
Resolution target
Resolved within 24 h (most cases)
Examples: Locked out · cannot reset · invite issue

How to reach us

  • In-product feedback button — anything P0–P3 + general feedback.
  • support@leide.ai — email-preferred customers; same SLAs apply.
  • Shared Slack channel — Team-plan customers' fast lane.
  • status.leide.ai — read-only operational status during incidents (when published).

No phone line in this phase. Re-evaluate when the team grows.

In scope

  • Support for Leide product features
  • Account / billing / access issues
  • Bug reports + feature requests
  • Onboarding help
  • Custom standards-pack ingestion
  • API integration help (when API ships)

Out of scope

  • Engineering consulting — we're a tool, not a consultancy
  • Standards interpretation beyond what Leide cites — we don't second-guess clauses for customers
  • Training on offshore engineering principles — see our blog posts and the standards themselves
  • Custom development — bespoke per-customer features land at Phase 4+ enterprise contracts only
  • Integration help with non-supported tools — first-party integrations only

If a request is out of scope, we'll say so honestly and point at people who do that work.

When we miss

Sometimes we will. When we do: we acknowledge in writing, give an honest revised ETA, and post-mortem the miss internally. Custom enterprise SLAs available on request — contact simen@leide.ai.