LeadSquared Support Processes and SLA

Incident Support SLA

Already have a LeadSquared account? Reach us on our support channels below.

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
Asia Pacific (APAC)Mon to Fri: 8 a.m. – 11 p.m. IST

Sat & Sun: 9 a.m. – 9 p.m. IST

Weekdays – 15×5

Weekends – 12×2

Europe, the Middle East, and Africa (EMEA)Mon to Fri24×5
United States of America (USA)Mon to Fri24×5


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


5. Incident Support Ticket SLA

Standard Support SLA –

Incident ClassificationFirst Response1 SLAResolution Time2 SLA
Urgent (1)30 mins6 hours
High (2)2 hours1 business day3
Medium (3)4 hours2 business days
Low (4)8 hours3 business days

Premium Support SLA –

Incident ClassificationFirst Response1 SLAResolution Time2 SLA
Urgent (1)15 mins4 hours
High (2)1 hour8 hours
Medium (3)2 hours1 business day3
Low (4)4 hours2 business days

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 Days and 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 the ticket is raised and the remaining hours on the next working day.

Note: These SLAs will not be applicable in the case of a Business Continuity Process/Plan (BCP) or Disaster Recovery (DR) situation. For Recovery Time Objective (RTO), Recovery Point Objective (RPO), and Maximum Tolerable Period of Disruption (MTD), please request for the BCP plan document at security@leadsquared.com.


6. Plan-wise Support

PlanWeb SupportEmail SupportPhone Support


7. Escalation

First level contactsupport@leadsquared.com
First Escalationsupport.managers@leadsquared.com
Second Escalationhari.kolisetty@leadsquared.com, santhana.velu@leadsquared.com
Final Escalationprashant@leadsquared.com

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