Service Level Agreement

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Service Level Agreement (SLA) 

At LeSoft, we are committed to delivering reliable, secure, and efficient services to all our customers. This Service Level Agreement (SLA) outlines the expected service availability, response times, and customer support standards in accordance with UK compliance regulations, including the UK GDPR, Data Protection Act 2018, and NCSC guidelines. 

 

Service Availability 

  • Uptime Commitment: LeSoft guarantees 99.9% service availability, measured monthly. 
  • Exclusions: This does not include scheduled maintenance, emergency maintenance, or circumstances beyond our control (e.g., natural disasters, internet outages, or DDoS attacks). 

 

Maintenance Policy 

  • Planned Maintenance: Performed during off-peak hours with advance notice. 
  • Emergency Maintenance: Performed when required to prevent service degradation or security vulnerabilities, with best effort notification. 

 

Support & Response Times 

We provide multi-tiered customer support with defined response timelines: 

Issue Severity Initial Response Time Resolution Target 
Critical (System Down) < 1 Hour 4–8 Hours 
High (Major Functions Impacted) < 4 Hours 12–24 Hours 
Medium (Minor Disruption) < 8 Hours 1–3 Business Days 
Low (General Enquiry) < 1 Business Day 3–5 Business Days 

 

Security & Compliance Assurance 

LeSoft adheres to strong security measures including: 

  • Data encryption at rest and in transit 
  • Access control and audit logging 
  • Backup & recovery systems 
  • Regular penetration testing 
  • Incident response and breach notification procedures 

 

Performance Monitoring 

  • Real-Time Monitoring: All core services are monitored 24/7. 
  • Incident Tracking: All issues are logged and tracked through our support platform. 
  • Service Reports: Uptime and SLA reports are available on request for enterprise customers. 

 

Customer Responsibilities 

To ensure SLA performance, customers are expected to: 

  • Report incidents through official support channels 
  • Maintain proper access credentials and secure endpoints 
  • Follow fair usage and acceptable use policies 

 

Compliance 

This SLA supports compliance with: 

  • UK GDPR (Article 32) – Security of processing 
  • Data Protection Act 2018 
  • NCSC’s Cyber Essentials & Resilience Guidance 

 

Need Support? 

📧 Email: [email protected]
📞 Phone: +44 161 718 7123
🏢 Registered Office:   LeSoft Limited, 275 High Road Leyton, London, United Kingdom E10 5QN

 

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