Service Level Agreement (SLA)
Last updated: 2026-03-25
1. Overview
This Service Level Agreement defines the availability, performance and support levels that LeadHub Systems Ltd. ("the Company") commits to provide its customers.
This agreement applies to all paid plan customers (Professional, Enterprise). Enterprise customers are eligible for customized terms.
2. Service Availability
The Company commits to the following monthly service availability:
| Plan | Guaranteed Uptime | Max Downtime/Month |
|---|---|---|
| Professional | 99.5% | ~3.6 hours |
| Enterprise | 99.9% | ~43 minutes |
Availability is measured monthly and excludes scheduled maintenance.
3. Scheduled Maintenance
The Company may perform scheduled maintenance under the following conditions:
- At least 48 hours advance notice
- Maintenance will be scheduled, where possible, during night hours (02:00–06:00 Israel time)
- Scheduled maintenance will not exceed 4 hours per month
- Scheduled maintenance is not counted as downtime for SLA purposes
4. Incident Response Times
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| Critical | System completely unavailable | 30 minutes | 4 hours |
| High | Core functionality impaired | 2 hours | 8 hours |
| Medium | Secondary functionality impaired | 8 hours | 24 hours |
| Low | Questions, feature requests | 24 hours | As prioritized |
Response times are measured in business hours (Sun-Thu, 09:00-18:00 Israel time), except for critical issues which are measured 24/7.
5. Service Credits
If monthly availability falls below the commitment:
| Actual Uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credit requests must be submitted within 30 days of the end of the relevant month. Maximum credit shall not exceed 50% of the monthly fee.
6. Exclusions
The SLA does not apply in the following cases:
- Force majeure (natural disaster, war, exceptional cyber attacks)
- Failures of third-party services outside the Company's control
- Usage not in accordance with documentation or Terms of Service
- Pre-announced scheduled maintenance
- Account suspension due to ToS violation or non-payment
7. Support Channels
- Help Center: Guides and tutorials available 24/7
- Email: support@leadhub.systems
- Telegram: @leadhubil
- Contact Form: Via the system interface or website
- Enterprise: Dedicated support channel and personal account manager
8. Changes and Updates
The Company may update this agreement. Material changes take effect 30 days after publication. Continued use constitutes agreement to the updated terms.
9. Contact
For SLA and service level inquiries:
- Email: support@leadhub.systems
- Phone: 050-454-2548
- Telegram: @leadhubil