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Services: support and SLA

Support and service levels

Short answer

LeanSuite commits to 99.5% uptime each month 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.

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Uptime

Per our standard Master Services Agreement, LeanSuite commits to 99.5% uptime each month. Scheduled maintenance happens between 2 and 5 a.m. Eastern, with 24 hours' notice.

If something goes wrong, tell your account contact or write to support@theleansuite.com. We do not offer service credits for downtime.

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.

Response and resolution targets by priority
PriorityWhat we commit to
Priority 1 (critical)First response within 24 hours. Resolution target of 24 to 72 hours.
Priority 2First response within 24 hours. Resolution target of 5 business days.
Priority 3First 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 report

  • Security 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

FAQ

Support questions, answered

  1. 99.5% each month, per our standard Master Services Agreement. Scheduled maintenance happens between 2 and 5 a.m. Eastern, with 24 hours' notice.

  2. No. LeanSuite commits to 99.5% uptime each month, but it does not offer service credits. If there is an outage, tell your account contact or write to support@theleansuite.com.

  3. 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.

  4. A Priority 1 issue gets a first response within 24 hours, with a resolution target of 24 to 72 hours. Priority 2 gets a first response within 24 hours and a resolution target of 5 business days, and Priority 3 gets a first response within 48 hours.

  5. Email support@theleansuite.com, our only security mailbox. If a security incident affects your data, we notify you within 72 hours.

  6. Data is encrypted in transit with TLS 1.2+ and at rest with AES-256, including backups. We back up your data every day, and a disaster recovery plan, reviewed every year, restores service after a major outage.

  7. You 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, and after that we may delete it.

  8. Yes. LeanSuite is SOC 2 Type 1 compliant, and you can download the report once you enter your work email and accept our confidentiality terms.

Questions about our service terms?

Book a demo or contact us, and we will go through the support terms for your agreement.

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