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Service Availability and Support Policy

Last updated: 24 July 2026

Service Availability and Support Policy:

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1. Scope

This Service Availability and Support Policy (“Policy”) describes the standard support arrangements and availability target for the TopLeader platform.

It forms part of the agreement between TopLeader and the Customer.

Where an Order Form or negotiated agreement provides a different service level, that agreement takes precedence.

Unless expressly stated in an Order Form, the response and resolution times below are operational targets rather than guaranteed resolution times, and no automatic service credits apply.

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2. Support contact and hours

Support requests should be sent to:

support@topleader.io

Standard support hours are:

Monday to Friday, 09:00–17:00 Central European Time, excluding public holidays in the Czech Republic.

Requests received outside support hours are treated as received at the beginning of the next support day.

TopLeader may make reasonable efforts to respond to critical incidents outside standard hours.

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3. Information required

To help us investigate efficiently, a support request should include where available:

  • Customer and User name;

  • affected Program or account;

  • description of the issue;

  • time the issue occurred;

  • screenshots or error messages;

  • steps required to reproduce the issue;

  • urgency and business impact.

Response time means acknowledgement and initial assessment. It does not necessarily mean full resolution.

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4. Priority levels

Priority 1 — Critical

A material part of the production Platform is unavailable for multiple Users, a serious security incident is suspected, or the Customer cannot continue a time-critical Program activity and no reasonable workaround exists.

Initial response target: within 4 support hours.

TopLeader will prioritise investigation and provide status updates while the incident remains active.

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Priority 2 — High

A significant function is impaired for one or more Users, but the Platform remains generally available or a workaround exists.

Initial response target: within 1 support day.

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Priority 3 — Normal

A non-critical defect, individual account issue, configuration question, usability issue or general support request.

Initial response target: within 2 support days.

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Priority 4 — Request

A feature suggestion, content request, reporting request or other non-incident enquiry.

Initial response target: within 3 support days.

Resolution time depends on complexity, reproducibility, third-party dependencies and required engineering work.

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5. Availability target

TopLeader targets monthly availability of 99.5% for the core production Platform.

Availability is calculated as:

Availability =
(total minutes in the month – excluded downtime – unplanned downtime)
÷
(total minutes in the month – excluded downtime) × 100

The availability target does not by itself create an entitlement to service credits. Any binding availability guarantee or credit arrangement must be expressly stated in the Customer’s Order Form or negotiated agreement.

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6. Excluded downtime

The following is excluded from availability calculations:

  • scheduled maintenance;

  • emergency security maintenance;

  • force majeure and events beyond TopLeader’s reasonable control;

  • general internet or telecommunications failures;

  • Customer or User equipment, software or connectivity;

  • Customer misuse or unauthorised configuration;

  • third-party services outside TopLeader’s control;

  • suspension permitted under the Agreement;

  • beta, preview or evaluation functionality;

  • downtime caused by Customer instructions or Customer Data;

  • issues limited to non-core or optional functionality where the core Platform remains available.

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7. Maintenance

TopLeader normally schedules maintenance outside common business hours where reasonably possible.

Where planned maintenance is expected to have a material user impact, TopLeader aims to provide at least five business days’ notice.

Emergency or security maintenance may be performed without advance notice where necessary to protect the Platform, Customer Data or Users.

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8. Incident communication

For material incidents, TopLeader will make reasonable efforts to:

  • acknowledge the incident;

  • investigate and prioritise restoration;

  • provide a workaround where available;

  • communicate meaningful status changes;

  • confirm when service has been restored;

  • provide a summary of the cause and corrective measures where appropriate.

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9. Customer responsibilities

The Customer must:

  • report incidents promptly;

  • provide reasonably requested diagnostic information;

  • maintain supported browsers and operating systems;

  • protect account credentials;

  • maintain suitable internet connectivity;

  • cooperate with troubleshooting;

  • avoid making unauthorised changes to the Platform.

Delays caused by missing information or lack of cooperation may affect response and resolution times.

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10. Changes

TopLeader may update this Policy to reflect changes in the Platform, support model or operational practices.

Material changes affecting an active Customer Agreement will be communicated reasonably in advance where practicable.

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