LEANVERA SERVICE AVAILABILITY AND SUPPORT POLICY
Last Updated: July 2026
1. Purpose and Scope
This Service Availability and Support Policy ("Availability Policy") establishes Leanvera's operational availability commitments, scheduled maintenance practices, support tier structure, and the sole remedy framework applicable to service disruptions. This Policy governs all active Leanvera subscription accounts and applies globally to all Agency Users, regardless of geographic location. This Availability Policy is not a punitive enterprise Service Level Agreement and does not create financial penalty obligations, credit clawback mechanisms, or cash refund entitlements. It is a protective B2B operational framework designed to define clear, commercially reasonable expectations between Leanvera and its Agency User subscriber base. Terms used but not defined in this Availability Policy carry the meanings assigned to them in Leanvera's Terms of Use.
2. Commercially Reasonable Availability Target
Leanvera maintains an operational objective of 99% Platform availability, measured on a rolling monthly calendar basis across Leanvera's primary application infrastructure (the "Availability Target"). The Availability Target represents a commercially reasonable operational commitment and is not a contractual guarantee of uninterrupted service.
Availability is calculated using the following formula:
Monthly Availability % = ((Total Minutes in Month − Qualifying Downtime Minutes) ÷ Total Minutes in Month) × 100
The following conditions and event categories are explicitly excluded from the definition of qualifying downtime and do not count against the Availability Target:
2.1 Scheduled Maintenance Windows
● Leanvera performs routine infrastructure maintenance, database optimisation, security patching, and platform updates during designated low-traffic maintenance windows.
Standard maintenance windows are scheduled between 00:00 and 04:00 UTC on weekdays, or any time on weekends, with a minimum of 24 hours advance notice provided to
registered account holders via in-Platform notification or email where the maintenance window is expected to exceed 30 minutes of service interruption.
● Emergency maintenance required to address active security vulnerabilities, data integrity risks, or critical infrastructure failures may be deployed without advance notice.
Emergency maintenance events are communicated to users as promptly as operationally practicable.
2.2 User-Side Network and Connectivity Conditions
● Service interruptions or degraded performance resulting from localised user internet connectivity failures, ISP outages, VPN interference, corporate firewall configurations, or
hardware limitations on the user's side of the network are excluded from the Availability Target calculation.
● Browser incompatibility, outdated client software, or user-side device performance constraints that impair Platform access are similarly excluded.
2.3 Upstream AI Inference Sub-Processor Degradation
● Leanvera relies on industry-leading third-party hosting, marketplace platforms, and secure checkout infrastructure—specifically Framer and Whop—to keep our digital storefront
active and process payments securely. Any temporary service disruptions, localized payment gateway failures, or network downtime originating directly from these upstream
providers are explicitly excluded from Leanvera's localized uptime calculations.
● In the event of an upstream checkout or hosting outage, our team will work closely with provider statuses to ensure order processing capabilities are fully restored the moment their
core networks recover.
2.4 Force Majeure Events
● Service interruptions caused by events beyond Leanvera's reasonable operational control — including acts of god, natural disasters, government action, cyberattacks directed at
Platform infrastructure, or systemic internet infrastructure failures — are excluded from the Availability Target.
3. Platform Status and Incident Communication
Leanvera maintains a publicly accessible operational status resource where subscribers may monitor real-time Platform availability, active incident reports, and post-incident summaries. Agency Users are encouraged to check the operational status resource before submitting support requests related to suspected service interruptions. Incident communication for active disruptions will be published as promptly as operationally practicable following Leanvera's internal detection and classification of the incident. Post-incident reports for qualifying downtime events exceeding two hours will be published within five business days of full service restoration.
4. Structured Support Protocol
4.1 Support Channel Architecture
Leanvera provides tiered support access aligned to the subscriber's active plan. Support interactions across all tiers are conducted on an asynchronous basis. Leanvera does not offer synchronous live-call support, real-time screen-sharing sessions, or guaranteed instant-response SLA commitments at any subscription tier.
All support channels are monitored 24/7/365. While customers can submit inquiries at any time from anywhere in the world, our team processes incoming tickets continuously around the clock to ensure global coverage. We look to review and resolve standard order, billing, or access inquiries within 24 to 48 hours of receipt, regardless of your local time zone.
4.2 Unified Support Structure
Leanvera operates a single, streamlined support queue to ensure every single customer gets high-priority attention without complex tier structures.
○ Primary Support Channel: Standard digital queue managed directly through support@leanvera.com.
○ Target Response Windows: General product inquiries, order updates, tracking updates, and account configurations are typically handled within 24 to 48 hours. Active checkout
blockages or billing updates are automatically prioritized by our queue routing for accelerated resolution.
For the purposes of this Policy, a Critical Infrastructure Failure is defined as a complete inability to access the Platform, a complete failure of the Strategy Blueprint or Hook Framework generation pipeline across an entire account, or a data integrity issue affecting saved Brand Voice Profiles or Active Client Workspace content. All other support requests are classified as General Core Pipeline Inquiries or General Product Inquiries at Leanvera's reasonable discretion.
4.3 Support Scope and Exclusions
Leanvera's support team provides operational assistance for issues directly related to Platform functionality, subscription management, and account configuration. The following are outside the scope of Leanvera's support obligations:
● Third-party applications, external digital wallets, or payment platforms not natively supported within our Whop checkout loop
● Issues arising from localized user device configurations, outdated web browsers, or individual internet service provider constraints
5. Sole Remedy Clause — Service Credit Framework
5.1 Sole Remedy
In the event of a verified qualifying downtime event that causes the Platform's monthly availability to fall below the 99% Availability Target, the Agency User's sole and exclusive remedy is limited to the receipt of a pro-rated service credit applicable to the user's next billing cycle. Leanvera's issuance of a service credit is entirely at management's sole and reasonable discretion, contingent on the user submitting a valid credit request as described in Section 5.2 below.
Service credits are non-transferable, carry no cash value, and are not redeemable for currency under any circumstances. Credits are applicable only against the subscriber's next active billing cycle and expire if the subscription is cancelled or lapses before the credit is applied.
5.3 Limitation of Liability — Service Disruptions
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, LEANVERA'S TOTAL AGGREGATE LIABILITY ARISING FROM OR RELATED TO PLATFORM UNAVAILABILITY, SERVICE INTERRUPTIONS, OR DEGRADED PERFORMANCE — REGARDLESS OF THE CAUSE OR DURATION — IS STRICTLY LIMITED TO THE PRO-RATED SERVICE CREDIT DESCRIBED IN SECTION 5.1.
LEANVERA EXPRESSLY EXCLUDES ALL LIABILITY FOR:
● DIRECT CASH REFUNDS OR MONETARY COMPENSATION OF ANY KIND ARISING FROM SERVICE DISRUPTIONS;
● INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES OF ANY NATURE;
● LOSS OF REVENUE, LOST CLIENT CONTRACTS, REPUTATIONAL HARM, OR LOST BUSINESS OPPORTUNITIES ATTRIBUTABLE TO PLATFORM UNAVAILABILITY;
● DAMAGES ARISING FROM UPSTREAM AI INFERENCE SUB-PROCESSOR FAILURES BEYOND LEANVERA'S OPERATIONAL CONTROL.
This limitation applies whether the claim arises in contract, tort, statute, or any other legal theory, and regardless of whether Leanvera has been advised of the possibility of such damages.
6. Policy Updates
Leanvera reserves the right to update this Service Availability and Support Policy at any time. Material changes will be communicated to registered subscribers via in-Platform notification or email with a minimum of 15 days' advance notice before the updated Policy takes effect. Continued use of the Platform following the effective date of any update constitutes the subscriber's acceptance of the revised terms.
7. Contact
For all support, operational, and policy inquiries: support@leanvera.com