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TopLeader Service Level Agreement (SLA) and Customer Support Policy
 

Version: June 2024

 

This TopLeader Service Level Agreement and Support Policy (“Policy”) is subject to the agreement between you (“Customer”) and TopLeader under which TopLeader provides its online coaching platform (“Agreement”). This Policy describes TopLeader’s support offering provided by TopLeader’s technical support team (“TopLeader Support”) in connection with support requests related to bugs defects or errors in the Service causing it to fail to perform in material conformance with the documentation (“Errors”). This Policy also describes the service level commitments applicable to TopLeader services. This Policy may be updated by TopLeader from time to time upon notice (which will be provided by posting an updated version of this Policy). Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement.

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Scheduled Maintenance:

TopLeader will generally schedule maintenance on weekends (typically announced 5 working days in advance if there is any foreseen significant impact on client experience).

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Security/Emergency Maintenance:

TopLeader will generally announce security/emergency maintenance 24 hours in advance.

This Service Availability SLA states Customer's sole and exclusive remedy for any failure by TopLeader to meet the Service Availability SLA.

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Exceptions from availability requirement: scheduled maintenance; events beyond the reasonable control of TopLeader; Customer Coach or Coachee technology issues; availability only via dial-in; and API interruptions.

Efficiency Improvement: Our operation and tech departments regularly check the number of tickets that have been opened and solved and the average time of resolution to improve the service and the issue resolution time and quality.

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How to Reach TopLeader

Support Email: support@TopLeader.io

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EMEA availability: Monday to Friday except during French and German Bank holidays from 9 am to 6 pm CET.

 

Support Chat: On the web www.topleader.io as follows:

 

EMEA: Monday to Friday except during French and German Bank holidays from 9am to 6pm.

 

Case Logging:

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Email Support

Service maintenance which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service that it provides to all other customers under support for no additional fee.

Response: For the avoidance of doubt, the meaning of a response will include an acknowledgment of the Customer's initial email stating that a query has been raised and shall not necessarily mean a resolution.

Bug fixes bring the Service into substantial conformance with its then-current user guide.

The response time is measured from the time the request was received.

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2-Step Resolution Process:

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Email support: Incoming written request reporting the user’s issue:

  • A ticket is opened at the moment when the support request is received via email or chat;

  • The requester receives a first notification that the request has been taken in charge;

  • The next available Client Experience Manager will take over the request to provide the needed support or determine the error.

  • If further details are needed for a faster resolution, a support video call will be offered to the requester.

  • A closing email announcing the resolution is sent to the requester.

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If support can’t solve the issue, it’s escalated:

  • A ticket is opened; it contains the ID session number and relevant technical details for issue reproduction;

  • An engineer is assigned to the case to determine and correct the error;

  • Work is initiated to correct the error;

  • A resolution or workaround is usually provided within 72 hours which allows at a minimum for the affected coachee to keep progressing in his/her coaching program.

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Response times and Penalties

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STEP

Escalation 1

DEFINITION

Service substantially fails to perform or additional information about the coaching program is needed

RESPONSE GOAL

Response within max 24h (during service hours)

DETAILS

Max resolution time: 48h

PENALTY

If response time exceeds 24 hours, 1 week of free access to the TopLeader platform and its functionalities for each additional 24-hour period of delay. If resolution time exceeds 48 hours, 1 month of free access to the TopLeader platform and its functionalities for each additional 24-hour period of delay.

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STEP

Escalation 2
DEFINITION

Service substantially fails to perform and troubleshooting cannot solve the issue.

RESPONSE GOAL

Resolution or workaround will typically be provided within 72h
PENALTY

If resolution time exceeds 72 hours, 1 month of free access to the TopLeader platform and its functionalities for each additional 24-hour period of delay.

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Service Availability Guarantee

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  • Uptime Commitment: TopLeader guarantees a monthly uptime of 99.5% for its services. Uptime is calculated as follows:

    • Uptime Percentage = (Total minutes in a month - Total minutes of downtime) / Total minutes in a month * 100

  • Service Credits: If TopLeader fails to meet the uptime guarantee, the Customer will be eligible for service credits as follows:

    • 99.5% - 98%: 1 month of free access to the TopLeader platform and its functionalities.

    • 98% - 95%: 2 months of free access to the TopLeader platform and its functionalities.

    • Below 95%: 3 months of free access to the TopLeader platform and its functionalities.

  • Exclusions: Scheduled maintenance and events beyond TopLeader’s reasonable control (e.g., force majeure events) are excluded from uptime calculations.

 

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Management and Second Level Support:

TopLeader provides direct and personal support to its customers through its Customer Success Team. Depending on the service level, you might have a dedicated representative who will provide assistance or be served by a pool of CSMs.

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How to Reach Customer Success Team

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Support Email:

Once you have signed the contract, we put you in touch with your individual Customer Success Manager (CSM) who will assist you for the duration of the contract. Depending on your service level, you might be served by a pool of CSMs rather than a specific person.

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Policy Exclusion Notice:

TopLeader will have no liability for any failure to meet the Service Level to the extent arising from: (a) use of the TopLeader Service by Customer other than as authorized under the Agreement or documentation; (b) Customer Data is inaccurate, illegal, or corrupt; (c) issues related to Customer or User equipment such as User internet access; (d) third party acts or services and/or systems not provided by TopLeader; (e) general Internet problems or other factors outside of TopLeader’s reasonable control; (f) evaluation of the TopLeader Service; or (g) TopLeader’s preview features (e.g., optional beta functionality for customers to test and not intended for production use on the default platform version).

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