Incident Support SLA
Already have a LeadSquared account? Reach us on our support channels below.
1. Support Channels
| Official Channels | Details |
| Support over Email | support@leadsquared.com ; mobile.support@leadsquared.com |
| Submit ticket via web | https://help.leadsquared.com/ > Contact Support |
| Leave Message via Web Application | Click on chat icon and leave message |
| Support Over Call | India: 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
| Region | Support Time | Support 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 Fri | 24×5 |
| United States of America (USA) | Mon to Fri | 24×5 |
3. Incident Support Ticket Severity Classification
| Severity Level | Definition | Examples |
| Urgent (1) | Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists |
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| High (2) | Major functionality is impacted, or significant performance degradation is experienced. Temporary workaround is available. |
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| 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. |
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| 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. |
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5. Incident Support Ticket SLA
Standard Support SLA –
| Incident Classification | First Response1 SLA | Resolution Time2 SLA |
| Urgent (1) | 30 mins | 6 hours |
| High (2) | 2 hours | 1 business day3 |
| Medium (3) | 4 hours | 2 business days |
| Low (4) | 8 hours | 3 business days |
Premium Support SLA –
| Incident Classification | First Response1 SLA | Resolution Time2 SLA |
| Urgent (1) | 15 mins | 4 hours |
| High (2) | 1 hour | 8 hours |
| Medium (3) | 2 hours | 1 business day3 |
| Low (4) | 4 hours | 2 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
| Plan | Web Support | Email Support | Phone Support |
| Lite | Yes | Yes | No |
| Pro | Yes | Yes | No |
| Super | Yes | Yes | Yes |
| Basic | Yes | Yes | No |
| Standard | Yes | Yes | Yes |
| Enterprise | Yes | Yes | Yes |
7. Escalation
| First level contact | support@leadsquared.com |
| First Escalation | support.managers@leadsquared.com |
| Second Escalation | santhana.velu@leadsquared.com |
| Final Escalation | hari.kolisetty@leadsquared.com |
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