Service Level Agreement

Effective 2026-06-30Updated 2026-06-30

Note: This Service Level Agreement is optional and applies only to customers on paid plans that explicitly include SLA commitments. Free Plan and trial users are not covered by this SLA. SLA terms may be customized in individual Order Forms or Enterprise agreements.

This Service Level Agreement ("SLA") describes the uptime commitments and support response times for the LogiqLead platform.

1. Uptime Commitment

1.1 Target Uptime

LogiqLead aims to maintain uptime for the Service, measured on a monthly basis.

1.2 Calculation

Uptime is calculated as:

Uptime % = (Total Minutes - Downtime Minutes) / Total Minutes × 100

Exclusions from downtime calculation:

  • Scheduled maintenance windows (with 48 hours' notice)
  • Force majeure events (natural disasters, government actions, internet outages)
  • Issues caused by third-party services outside our control
  • Issues caused by your equipment, network, or software
  • DNS propagation delays
  • Issues resulting from your violation of our Terms of Service

1.3 Scheduled Maintenance

  • Scheduled maintenance is performed during off-peak hours
  • We provide at least 48 hours' notice before scheduled maintenance
  • Emergency maintenance may be performed with shorter notice when necessary to address security or stability issues

2. Service Credits

2.1 Credit Eligibility

If the Service fails to meet the target uptime in a given month, you may request a service credit, subject to the terms below.

2.2 Credit Schedule

Monthly Uptime Credit (% of monthly fee)
Below target uptime

2.3 Credit Limit

Service credits shall not exceed of your monthly fee for the affected billing period.

2.4 Claiming Credits

To request a service credit:

  1. Contact within of the incident
  2. Include your Account details and the dates/times of the downtime
  3. We will review and process valid claims within business days

2.5 Sole Remedy

Service credits, if offered, are your sole and exclusive remedy for uptime failures.

3. Support Tiers

3.1 Free Plan Support

  • Channels: Email, Help Center
  • Response Time: Best effort (no guaranteed response time)
  • Availability:

3.2 Paid Plan Support

  • Channels: Email, Help Center
  • Response Time:
  • Availability:

3.3 Enterprise Support (if applicable)

  • Channels:
  • Response Time:
  • Availability:

4. Incident Management

4.1 Incident Severity Levels

Level Description Response Time Update Frequency
P1 - Critical Service completely unavailable
P2 - High Major feature unavailable
P3 - Medium Minor feature affected
P4 - Low Cosmetic or minor issue

4.2 Communication

We will communicate incidents through:

  • Status page
  • Email notifications to Account administrators
  • In-app notifications

4.3 Post-Incident

After resolving a P1 or P2 incident, we will provide:

  • Root cause analysis within
  • Summary of preventive measures

5. Exclusions

This SLA does not apply to:

  • Free Plan or trial Accounts
  • Issues caused by your equipment, network, or software
  • Issues caused by third-party services you integrate
  • Issues resulting from unauthorized modifications to the Service
  • Issues resulting from violation of our Terms of Service
  • Beta or preview features
  • Scheduled maintenance periods

6. Changes to This SLA

We may update this SLA from time to time. Material changes will be notified at least 30 days in advance.

Contact

For SLA-related inquiries, contact:

Logiqcube Consulting

Email: contact@logiqlead.com