This SLA and Support Policy describes general availability and support expectations for LeenOps. Customer-specific service levels may be defined in an order form or signed agreement.
1. Availability target
LeenOps aims to operate the production Service with commercially reasonable availability. Availability may be affected by maintenance, customer configuration, third-party providers, customer-selected model providers, force majeure events, beta features, or events outside LeenOps' control.
2. Exclusions
Availability commitments do not apply to:
- Public beta, preview, experimental, or free features.
- Customer network, browser, device, or identity-provider issues.
- Customer-selected third-party integrations or model providers.
- Planned maintenance or emergency maintenance.
- Misuse, abuse, or violations of the Acceptable Use Policy.
- Force majeure or incidents outside reasonable control.
3. Maintenance
LeenOps may perform maintenance to improve reliability, security, performance, or functionality. When practical, LeenOps will schedule maintenance to reduce customer impact.
Emergency maintenance may be performed without advance notice when needed to protect the Service, customers, or third parties.
4. Support channels
General support and vendor-review requests can be sent to hello@leenops.com.
Enterprise support terms, response times, escalation paths, and dedicated contacts may be defined in a signed agreement.
5. Incident priorities
| Priority | Description | Typical response |
|---|---|---|
| P1 | Production outage or major security incident affecting many customers | Highest priority investigation |
| P2 | Major feature unavailable or severe degradation | Prioritized investigation |
| P3 | Standard product issue or workflow bug | Normal support queue |
| P4 | Question, documentation, or feature request | Normal support queue |
6. Customer responsibilities
Customers should:
- Keep account and workspace administrators current.
- Maintain valid billing and contact details.
- Configure agents, integrations, and keys responsibly.
- Report incidents with clear reproduction steps and impact.
- Review third-party provider status pages where relevant.
7. Service credits
Service credits are available only if expressly included in a signed agreement or order form. No public service-credit program is offered unless separately agreed.
8. Contact
Support questions can be sent to hello@leenops.com.
Policy changelog
| Version | Date | Summary |
|---|---|---|
| v1.0 | 2026-06-13 | Initial public legal policy system |