Service Level Agreement (SLA)

This Service Level Agreement applies only to customers whose signed order form, enterprise agreement, or other executed contract expressly incorporates an SLA or identifies covered service-level commitments.

If a signed agreement contains a specific uptime target, support-response target, service-credit schedule, or other service level, that signed commitment controls.

Unless a customer agreement expressly states a numerical uptime commitment, this public SLA framework does not independently create one.

The Covered Service generally means the production LeadForge web application and server-side functionality made available under the applicable contracted plan.

A signed agreement may identify particular modules, regions, integrations, or enterprise features that are included or excluded from the Covered Service.

Beta, preview, experimental, demo, free, trial, or expressly non-production features are excluded unless the applicable agreement states otherwise.

Where a contractual uptime target applies, availability is measured over the measurement period stated in the applicable agreement.

Availability calculations are based on LeadForge-controlled production service availability and exclude periods that qualify as SLA exclusions.

A feature-specific degradation may be measured separately from a complete platform outage when the applicable agreement defines separate service levels for that feature.

Downtime means a period during which the Covered Service is materially unavailable to the customer due to a LeadForge-controlled production failure, subject to the exclusions in this SLA.

Intermittent errors, isolated customer-specific conditions, reduced performance, delayed asynchronous processing, or failure of an excluded third-party dependency do not automatically constitute Downtime unless the applicable agreement states otherwise.

LeadForge may use server telemetry, monitoring, request logs, provider evidence, and incident records to determine the duration and scope of an availability event.

Unless a signed agreement provides otherwise, SLA calculations exclude scheduled maintenance, emergency maintenance, force majeure events, internet or telecommunications failures outside LeadForge's control, customer systems or configuration, unsupported browsers or devices, customer-caused incidents, abuse-related restrictions, and outages caused solely by a third-party provider outside LeadForge's reasonable control.

Exclusions may also apply where the Service remains available but an external provider, connected mailbox, customer network, business-data source, AI provider, or video provider is independently unavailable.

LeadForge will not classify an event as excluded merely to avoid a valid service-level obligation where the underlying failure is reasonably attributable to LeadForge.

LeadForge may perform scheduled maintenance needed for security, infrastructure, database, provider, and application changes.

Where a customer agreement requires advance maintenance notice, LeadForge will use the notice period and delivery method stated in that agreement.

Emergency maintenance may occur without advance notice where delay would create material security, data-integrity, or service-continuity risk.

Covered customers may submit support requests through the support channels made available for their plan or enterprise agreement.

LeadForge may require sufficient information to reproduce or investigate an issue, including affected users, timestamps, route or feature, browser or device information, screenshots, error messages, request identifiers, or other relevant evidence.

Support-response commitments apply only through designated support channels unless the applicable agreement states otherwise.

LeadForge may classify support and reliability incidents by severity based on customer impact, scope, availability, security, data integrity, and existence of a reasonable workaround.

A highest-severity incident generally involves a material production outage, critical security issue, or loss of essential contracted functionality affecting a substantial portion of the customer's use.

Lower-severity incidents may include partial degradation, limited feature defects, non-blocking errors, configuration questions, or issues with an available workaround.

The applicable agreement may define customer-specific severity levels or response targets.

Where a signed agreement provides response or restoration targets, those targets begin when LeadForge receives a sufficiently detailed request through the designated support channel and the incident qualifies for the applicable severity.

Response time means the target for LeadForge to acknowledge or begin active handling of the issue; it does not necessarily mean full resolution within that period.

Restoration or resolution estimates may change as an investigation develops, particularly where a provider, security issue, data repair, or customer action is involved.

The customer must provide reasonable cooperation needed to investigate a covered incident, including maintaining authorized contacts, providing reproducible information, preserving relevant evidence, and completing customer-side remediation where required.

Time during which LeadForge is unable to proceed because necessary customer information or access has not been provided may be excluded from response or restoration measurements where the governing agreement permits.

LeadForge relies on third-party providers for hosting, database infrastructure, identity, payment processing, AI processing, business discovery, connected mailboxes, video, and other functionality.

An agreement may include or exclude provider-caused incidents depending on the commercial SLA negotiated with the customer.

Even where a provider incident is excluded from an uptime calculation, LeadForge will use commercially reasonable efforts to investigate, mitigate, communicate, retry, reroute, or restore the affected LeadForge workflow.

If a signed agreement provides service credits, the credit schedule in that agreement determines the amount and eligibility.

Service credits are generally calculated against the recurring fees attributable to the affected Covered Service for the applicable measurement period rather than against unrelated fees, taxes, pass-through charges, add-ons, or usage not affected by the incident.

Unless a signed agreement states otherwise, service credits are applied to future LeadForge charges, are not cash refunds, and do not exceed the contractual cap specified for the applicable period.

A customer requesting an SLA credit must submit the request through the designated support or billing channel within the claim period stated in the applicable agreement.

The request should identify the customer, affected service, approximate incident time, impact, and any supporting evidence reasonably available.

LeadForge may compare the request against platform monitoring, provider records, support history, and incident evidence before determining eligibility.

Where the governing agreement states that service credits are the exclusive remedy for failure to meet a service level, the agreed service credit is the customer's sole contractual remedy for that specific SLA failure.

This limitation does not restrict rights or remedies that cannot legally be waived and does not apply to obligations outside the SLA merely because they occurred during the same incident.

Security incidents and personal-data breaches are governed primarily by the Security & Data Protection Policy, Data Processing Addendum, Privacy Policy, and applicable law rather than solely by uptime calculations.

An incident may create both availability impact and separate security or data-protection obligations.

LeadForge may deploy product updates, change providers, retire features, or modify architecture in accordance with the governing agreement.

A planned product change does not constitute an SLA incident solely because the Service differs from a previous implementation, provided LeadForge continues to satisfy the applicable contracted service commitment.

A signed order form or enterprise agreement controls over this public SLA framework where it states a different uptime target, measurement method, exclusion, response target, credit schedule, claim procedure, or remedy.

The Terms of Service and Service Availability & Platform Reliability Policy continue to apply to matters not specifically governed by the contractual SLA.

LeadForge may update this public SLA framework as its enterprise offerings, infrastructure, support model, or provider architecture changes. Updates do not retroactively change a separately executed SLA unless that agreement permits the change.

Questions about enterprise service levels or an SLA claim may be submitted through LeadForge Support or the contact method made available in the Legal & Trust Center.

LeadForge LLC