Service Level Agreement
Our commitments to platform availability, support, and service credits.
1. Scope
This Service Level Agreement ("SLA") defines the service commitments, uptime targets, and support parameters for LeadRanks ("Service"). This SLA applies to paid subscription plans only. Free-tier accounts are provided on a best-effort basis with no availability commitments.
2. Uptime Commitment
2.1 Platform Availability
LeadRanks commits to 99.5% platform availability (measured monthly), excluding Scheduled Maintenance.
| Plan | Uptime SLA | Credit (if breached) |
|---|---|---|
| Free | Best effort | N/A |
| Starter | 99.5% | 5% of monthly fee |
| Professional | 99.7% | 10% of monthly fee |
| Business | 99.9% | 15% of monthly fee |
2.2 Measurement
Platform availability is measured from our external monitoring infrastructure, polling the Service every 60 seconds from multiple geographic locations. Availability is calculated as:
2.3 Exclusions
Downtime caused by the following is excluded from availability calculations:
- Scheduled Maintenance (announced at least 48 hours in advance)
- Force majeure events (natural disasters, war, civil unrest)
- Third-party service outages beyond our reasonable control (DNS providers, CDNs, cloud providers)
- Issues caused by your equipment, internet connection, or browser
- Denial-of-service attacks or other malicious acts by third parties
3. Scheduled Maintenance
Scheduled Maintenance windows are:
- Standard: Saturdays 02:00–06:00 AEDT/AEST, announced at least 48 hours before
- Emergency: As needed with maximum 2 hours' notice (used only for critical security patches)
We limit Scheduled Maintenance to no more than 4 hours per month. Emergency maintenance exceeding 30 minutes is counted as downtime.
4. Support
4.1 Support Channels
- Email: [email protected]
- In-app chat: Available to Professional and Business plan subscribers
- Help centre: leadranks.io/learn
4.2 Response Times
| Severity | Description | Professional | Business |
|---|---|---|---|
| Critical | Service unavailable for all users | < 1 hour | < 30 minutes |
| High | Major feature degraded or unavailable | < 4 hours | < 2 hours |
| Medium | Minor feature issue, workaround exists | < 8 business hours | < 4 business hours |
| Low | Cosmetic issue or general enquiry | < 2 business days | < 1 business day |
Response times are measured during business hours: Monday–Friday, 09:00–18:00 AEST/AEDT, excluding Victorian public holidays.
5. Service Credits
If we fail to meet the uptime SLA for your plan in a given calendar month, you are entitled to a service credit as defined in Section 2.1.
To claim a credit, you must contact [email protected] within 14 days of the SLA breach, including the date, time, and nature of the outage. Credits are applied to your next billing cycle and are not redeemable for cash.
Credits are your sole and exclusive remedy for SLA breaches. The total credit in a given month shall not exceed 50% of your monthly subscription fee.
6. Data Protection and Backup
- Backup frequency: Daily automated backups with point-in-time recovery
- Retention: 30 days of rolling backups
- Recovery time objective (RTO): < 4 hours from detection
- Recovery point objective (RPO): < 24 hours
- Disaster recovery: Annual DR testing with documented runbooks
7. Monitoring and Transparency
We maintain a public status page at status.leadranks.io where you can subscribe to incident notifications. Current and historical uptime data is published monthly.
8. Changes to This SLA
We may update this SLA from time to time. Changes affecting your plan tier will be communicated at least 30 days in advance. Continued use after changes take effect constitutes acceptance of the revised SLA.
9. Contact
For SLA-related enquiries or to claim a service credit:
Email: [email protected]
Questions about our policies?
Contact our team →