Services: support and SLA
Support and service levels
Short answer
LeanSuite commits to 99.5% uptime each month, with service credits if we miss it, and runs a help desk 24 hours a day, 5 days a week. Critical issues get a first response within 24 hours. These are the terms in our standard Master Services Agreement, summarized in plain language here. Your order form and signed agreement are the final word.
Uptime and service credits
Per our standard Master Services Agreement, LeanSuite commits to 99.5% uptime each month. If uptime falls below that, you get a service credit that grows as uptime drops.
| Monthly uptime | Service credit |
|---|---|
| 99.5% or higher | None. This is the commitment. |
| 99.0% up to 99.5% | 5% |
| 98% up to 99% | 10% |
| 95% up to 98% | 15% |
| Below 95% | 25% |
Credits are capped at 25%. Scheduled maintenance happens between 2 and 5 a.m. Eastern, with 24 hours' notice.
Help desk and response times
The help desk is open 24 hours a day, 5 days a week, with primary hours from 8 a.m. to 7 p.m. Eastern. All paid plans include email and phone support, and the Help Center at help.theleansuite.com has video tutorials.
| Priority | What we commit to |
|---|---|
| Priority 1 (critical) | First response within 24 hours. Resolution target of 24 to 72 hours. |
| Priority 2 | First response within 24 hours. Resolution target of 5 business days. |
| Priority 3 | First response within 48 hours. |
The agreement defines each priority level. Email support@theleansuite.com to reach the team.
Security and your data
Encryption
All data is encrypted in transit with TLS 1.2+ and at rest with AES-256, including backups.
Daily backups
We back up your data every day, across multiple availability zones.
Disaster recovery
A disaster recovery plan, reviewed every year, restores service promptly after a major outage.
72-hour incident notice
If a security incident affects your data, we notify you within 72 hours.
SOC 2 Type 1
LeanSuite is SOC 2 Type 1 compliant. You can download the report once you accept our confidentiality terms.
Get the SOC 2 reportSecurity contact
Report a security concern or a vulnerability to support@theleansuite.com. It is our only security mailbox.
Your data if you leave
You own your data and can export any module to Excel at any time. After an agreement ends, you can ask in writing within 30 days for your data in a commonly used format. After that 30-day window we may delete it. The Terms of Service set this out in section 10.3.
What support includes
Email and phone support
Included on all paid plans, with the response times above.
A Help Center
Articles and video tutorials at help.theleansuite.com.
An AI assistant in the app
It answers how-to questions and lean terms, and can raise a support ticket for you.
Monthly releases
New features arrive in monthly releases, with release notes in the Help Center.
A product team that reads requests
Feature requests are logged and reviewed. We don't promise to build any particular request or give a date for one.
Onboarding
Setup and training are covered on the onboarding page.
Keep reading
- SecuritySOC 2 Type 1, encryption, single sign-on and our trust documents.Open
- SOC 2 reportDownload the report with your work email.Open
- OnboardingWhat your first 90 days look like.Open
- ImplementationFive steps from assessment to expansion.Open
- Terms of ServiceThe legal terms, including what happens to data when an agreement ends.Open
- Help CenterArticles, tutorials and release notes.Open
FAQ
Support questions, answered
Questions about our service terms?
Book a demo or contact us, and we will go through the support terms for your agreement.