Service Level Agreement (SLA)
Last updated: May 22, 2026. Defining guaranteed uptime commitment thresholds, response tiers, and compensation clauses.
99.9% Uptime Commitment
Guaranteed monthly uptime levels across all API engines, dashboard calculators, and database pipelines.
2-Hour Target Response
Priority support desk response for Critical Severity events to ensure zero campaign interruptions.
Service Credits
Fair billing credit compensations applied directly to next cycles if target performance bounds are not met.
1. Scope of Service
This Service Level Agreement ("SLA") governs the availability and performance of the Leptoad.ai platform services (including dashboards, creative cataloging tools, scoring calculations, and API connectivity) for clients holding active, paid subscription accounts.
2. Uptime Guarantee & Exclusions
Leptoad.ai guarantees a **Monthly Uptime Percentage of at least 99.9%** (equating to no more than approximately 43 minutes of unscheduled downtime in any calendar month).
Uptime calculations exclude the following scenarios:
- Scheduled maintenance windows (notified at least 24 hours in advance and executed between 02:00 and 04:00 UTC).
- Force majeure events (acts of god, national telecommunication blockages, cloud CDN route failures).
- Meta Graph API outages or rate-limit lockouts initiated directly by Instagram/Facebook servers.
- Issues originating from client-side internet environments, custom browser extensions, or local network firewalls.
3. Support Response Tiers & Target Metrics
We offer tier-based technical support options based on the severity of the incident. Inquiries must be logged via our official support portal or via email to support@leptoad.ai.
| Severity Level | Definition / Criteria | Target Response | Target Resolution |
|---|---|---|---|
| Severity 1 (Critical) | Complete platform outage; database or core dashboard cannot be accessed by any user. | ≤ 2 Hours | ≤ 6 Hours |
| Severity 2 (High) | Major features degraded (e.g. ROI calculator is broken, or Instagram media sync is failed). | ≤ 6 Hours | ≤ 24 Hours |
| Severity 3 (Medium) | Minor bugs, display issues, or non-disruptive query errors. | ≤ 24 Hours | ≤ 3 Days |
| Severity 4 (Low) | General questions, design suggestions, feedback, or documentation queries. | ≤ 48 Hours | N/A (Discretionary) |
4. Service Credit Policies
In the event that we fail to maintain the 99.9% Monthly Uptime Guarantee, you are eligible to claim a Service Credit to be applied against your next invoice. Service Credit percentages are scaled based on the actual measured monthly uptime:
- 99.0% to 99.9% Uptime: 10% Service Credit.
- 95.0% to 98.9% Uptime: 25% Service Credit.
- Below 95.0% Uptime: 50% Service Credit.
Service credit requests must be submitted in writing within thirty (30) days of the end of the billing month in which the downtime occurred. Credits are issued in billing offsets and cannot be exchanged for cash refunds.
5. Escalation & Contact
For support escalations, SLA claims, or critical system alerts, email our engineering operations desk at ops@leptoad.ai.