LeadSquared Support Processes and SLA

Incident Support SLA

1. Support Channels

Official ChannelsDetails
Support over Emailsupport@leadsquared.com ; mobile.support@leadsquared.com
Submit ticket via webhttps://help.leadsquared.com/ -> Contact Support
Leave Message via Web ApplicationClick on chat icon and leave message
Support Over CallIndia: 080-468-01265; North America: +1-732-385-3546
Note: Writing to support@leadsquared.com is the fastest way to get support.

 

2. Support Timings

RegionSupport TimeSupport Coverage
IndiaMon to Fri: 10 a.m. – 7 p.m. IST

Sat & Sun: 10 a.m. – 6 p.m. IST

Weekdays – 9×5

Weekends – 8×2

North AmericaMon to Fri: 7:30 a.m. – 4:30 p.m. ETWeekdays – 9×5
South AfricaMon to Fri: 9:00 a.m. – 6:00 p.m. SASTWeekdays – 9×5
South East AsiaMon to Fri: 12:30 p.m. – 9:30 p.m. (UTC+8:00)Weekdays – 9×5
Middle EastMon to Fri: 8:30 a.m. – 5:30 p.m. (UTC +4)

Sat & Sun: 8:30 a.m. – 4:30 p.m. (UTC +4)

Weekdays – 9×5

Weekends – 8×2

EuropeMon to Fri: 9:00 a.m. – 6:00 p.m. (UTC+2)Weekdays – 9×5

 

3. Incident Support Ticket Severity Classification

Severity LevelDefinitionExamples
Urgent (1)Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists
  • Service is down or unavailable.
  • Data corrupted or lost and must be restored from backup.
  • Your business operations have been severely disrupted.
High (2)Major functionality is impacted, or significant performance degradation is experienced. Temporary workaround is available.
  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the Software as a Service offering are unavailable.
  • Operations can continue in a restricted fashion.
Medium (3)There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function.
  • Impaired operations of some components but allows the user to continue using the software.
  • Short-term workaround is available, but not scalable.
Low (4)Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation, or configuration; bug affecting a small number of users. Acceptable workaround is available.
  • General usage questions.
  • Training issues (Internal, Customers).
  • Documentation related queries, FAQ’s

 

4. Incident Support Ticket SLA

Incident ClassificationFirst Response1 SLAResolution Time2 SLA
Urgent (1)30 mins4 hours
High (2)60 mins8 hours
Medium (3)4 hours1 business day3
Low (4)8 hours2 business days3

1First Response is a response given by a human to a support incident. It is not the default automated response.

2Resolution would mean a reasonable workable solution has been provided for the incident that restores the states of the application to pre-incident state from user experience perspective. It may be a workaround or temporary resolution in some cases where a larger fix may happen later.

3Business Day 8 business hours. Business hours are the time during the working hours of the LeadSquared user. One business day may consist of some business hours on the working day in which the ticket is raised and remaining hours on the next working day.

 

6. Plan-wise Support

PlanWeb SupportEmail SupportPhone Support
LiteYesYesNo
ProYesYesNo
SuperYesYesYes
BasicYesYesNo
StandardYesYesYes
EnterpriseYesYesYes

 

7. Escalation

First level contactsupport@leadsquared.com
First Escalationsupport.manager@leadsquared.com
Second Escalationescalations@leadsquared.com
Final EscalationCOO@leadsquared.com

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