GGlobalLeadSuite

Service Level Agreement

Our uptime commitment and support response times.

Last updated: February 13, 2026

Applies to Scale and Enterprise plans by default. Consult sales for custom SLAs. GlobalLeadSuite is built for mission-critical lead generation. For paid plans, we commit to the uptime and support targets below, backed by service credits if we miss them.

1. Uptime commitment

PlanUptime targetCredits if missed
FreeBest effortNo guarantee
Starter99.5% monthlyNo credits (goodwill at our discretion)
Growth99.5% monthly10% credit refund if uptime < 99.0%
Scale99.9% monthly15% refund if < 99.5%, 25% if < 99.0%
Enterprise99.95% monthlyCustom credits as negotiated

Uptime is measured on the /api/health endpoint, excluding scheduled maintenance windows.

2. Scheduled maintenance

  • Announced at least 7 days in advance by email and in-app banner.
  • Window: Sundays 02:00–04:00 UTC+0.
  • Does not count against uptime SLA.

3. Support response times

PlanFirst responseChannels
Free48 business hoursEmail only
Starter24 business hoursEmail + AI chat
Growth12 business hoursEmail + AI chat + priority queue
Scale4 business hoursEmail + AI chat + priority queue + dedicated contact
Enterprise1 business hour (24/7 for P0)Email + AI chat + dedicated account manager

Business hours: Monday–Friday 09:00–18:00 UTC+0, excluding UK bank holidays.

4. Incident severity

SeverityDefinitionInternal response
P0 — CriticalService completely down< 15 min (Scale/Enterprise)
P1 — HighMajor feature broken, affecting multiple customers2 hours
P2 — MediumMinor feature issue with available workaround24 hours
P3 — LowCosmetic or documentation issue72 hours

5. Service credits process

  1. Report the incident within 7 days via cs@globalleadsuite.io (subject: “SLA claim”).
  2. Include dates, timestamps, measured impact, and affected endpoints.
  3. Credits are applied to your next invoice within 30 days of validation.
  4. Service credits are the exclusive remedy for SLA breaches.

6. Exclusions

The SLA does not apply to:

  • Beta features or endpoints explicitly flagged as experimental.
  • Issues caused by customer misuse, misconfiguration, or integration bugs.
  • Third-party API outages (PDL, Clearbit, Stripe, Instantly, Resend, LLM providers).
  • Force majeure: natural disasters, war, DDoS attacks beyond reasonable control.
  • Incidents reported more than 7 days after they occurred.

7. Contact

Nocturna Network Ltd · cs@globalleadsuite.io · +44 02045424535

Questions? Contact us →