SOP? SOP refer to instructions normally written ones that are intended to document how to perform a certain activity.


Ways to Contact LeadSquared Support Team:

S.no
Channel
Details
1
Support over Email
support@leadsquared.com
2
Submit ticket via help.leadsquared.com
https://help.leadsquared.com/
3
Intercom
Chat support within Leadsquared tool
4
Support Over Call
901-917-2733


  • Support Timings: Monday to Friday 10 am IST to 2 am IST & Saturday coverage (10am to 6pm).
  • Support Coverage – 16*5 – weekdays.
  • Except on few mandatory public holidays.
  • Support will go 24x7 soon.


Support Ticket Severity Classification:


Problem Response Times
Problem Classification
Initial Response (Peak Time)
Initial Response (off-peak time)
Target Resolution or Mitigation
Urgent - 1
30 mins
60 mins
4 hours
High - 2
60 mins
2 hours
8 hours
Medium - 3
4 hours
4 hours
10 business days, or specific release
Low - 4
8 hours
8 hours
Case by case basis, future releases


Severity Definitions:


Urgent - Critical production issue that severely impacts your use of the service.The situation halts your business operations and no procedural workaround exists.
  • Service is down or unavailable.
  • Data corrupted or lost and must restore from backup.
  • Your business operations have been severely disrupted.
High - Major functionality is impacted or significant performance degradation is experienced. Temporary workaround is available.
  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the Software as a Service offering are unavailable.
  • Operations can continue in a restricted fashion.
Medium - There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function.
  • Impaired operations of some components, but allows the user to continue using the software. 
  • Partial, non-critical loss of functionality of the software.
  • Short-term workaround is available, but not scalable.
Low - Inquiry regarding a routine technical issue; information requested on application capabilities, navigation, installation or configuration; bug affecting a small number of users. Acceptable workaround available.
  • General usage questions.
  • Training issues (Internal, Customers).
  • Documentation related queries, FAQ's.



Escalation Matrix:


S.no
Contact Person Name
Designation
Email id
1
Support Team
Generic Support
support@leadsquared.com
2
Mr. Mubeen
Support Manager
mubeen@leadsquared.com
3
Mr. Prashant Singh
Chief Operating Officer
prashant@leadsquared.com    


Server Downtime Policy:


  • Any Scheduled / Planned downtimes will be informed/ notified 48hrs prior.
  • Scheduled Downtime will be in Non Business Hours (Usually on Weekends).
  • We have 99% of Uptime and any unplanned downtime will be within the range of 1 hour per Month.