Enterprise Support Policy

Last updated date: November 2025.

1. Support access

Leapwork shall maintain technical support, as defined in the below schedule, except during national holidays: December 25th, December 31st, January 1st, Holi, Diwali, and Good Friday.

a) Expert Support: We deliver 24x5 automation expert-led chat and ticket support

• Chat Support: Accessible through the Leapwork website and the Leapwork Customer Portal.
• Ticket Support: Users can create tickets by sending an email to Leapwork Priority Support at prioritysupport@leapwork.com.

b) Self-support: Material is available 24x7 in our Knowledge Base, Learning Center, and Documentation, which is available via the Leapwork website.

2. Problem classification

Support tickets are placed into three general categories as follows:

• Question: A question about standard Leapwork functionality that does not involve changes to the core Software Product, although it may involve changes to the configuration made by the administrator.
• Feature/Enhancement Request: A request to add functionality to the core software Product
• Bug: A defect in the core software Product

Enhancement requests may be scheduled at Leapwork’s discretion, based on the perceived usefulness of the request for other customers. Note that enhancement requests may also be performed as paid custom development at the customer’s request.

We shall respond to and use reasonable commercial efforts to resolve issues deemed to be Bugs in accordance with the priority levels.

3. Enterprise Support Description

The following table outlines the features and service levels included in Leapwork Enterprise Support.

Access to Leapwork Learning Center on-demand
Webinars on new release and features
Email support
24x5 live chat
Live troubleshooting sessions
Response SLA (time to first meaningful reply)	P1: 4 hrs P2: 8 hrs P3: 12 hrs P3: 24 hrs

4. Priority levels

Here is how Leapwork derives the priority of issues from a Customer:

• P1 - Critical: A critical feature is broken, or the system is crashing with no workaround and customers are completely blocked.
• P2 - High: A feature is broken, and productivity is impacted, but a workaround exists, and the customer can use the platform with workarounds.
• P3 - Medium: A feature is malfunctioning, however there is a non-critical loss of functionality and it does not directly impact productivity.
• P4 - Low: A trivial problem with little or no impact. For example, the wrong layout or general software/functionality usage questions.

5. Support levels

The following are the Support levels by Leapwork:

• L1 Support
• L2 Support
• L3 Support

As a customer you will primarily be communicating with our L1 Support Team. When required, the L1 Support Team will escalate the issue to L2 and L3 teams.

6. Exclusions

Leapwork Enterprise Support is intended to cover standard functionality and software defects. It does not include the provision of customization advice and consulting services. If the issue is specific to the particular configuration of the customer knowledgebase or requires that we access and review the customer knowledgebase in order to provide a solution, it is classified as Consulting Services and is not covered under the support contract.

Problems caused by or arising from the following will not be considered "problems" for the purposes hereof and will not be subject to our obligation to provide Support Services:

• Communication and execution blocked due to customer infrastructure like network, internet, VPN, firewall, policies, or windows updates.
• Requests to have Leapwork create and update test automation flows.
• Failure arising from Leapwork not having been updated to the latest available version.
• Failure in providing Leapwork with reasonable access and insights into your environment to diagnose and fix errors.
• Failure of server hardware or equipment not owned or directly controlled by Leapwork.
• Failure of telecommunications or internet hardware or equipment not owned or directly controlled by Leapwork.
• Failure resulting from errors made by the customer’s system administrator.
• Irreversible destruction of data caused by direct actions taken by the customer.
• Failure in taking Leapwork database backup or losing Leapwork Password or database Encryption keys by the customer.
• Force Majeure.

7. Early access releases

Early access releases of Leapwork are provided as-is for evaluation purposes only and are not intended for production use. These releases may be unstable and are excluded from Leapwork’s standard support obligations, including service levels and warranties. Leapwork disclaims all liability arising from the use of Early Access releases.

8. End of Support for Leapwork versions

Leapwork software Product versions shall be designated as end-of-support when either of the following conditions is met, whichever occurs first:

• A version is more than 18 months older than the latest release; or
• A version falls more than six (6) major releases behind the current major version.

Once a version reaches the end-of-support status, it will no longer be eligible for bug fixes, security updates, or standard technical support services. Customers are responsible for maintaining their Leapwork instances on supported versions to ensure continued access to updates and assistance.

This Policy is intended to help customers benefit from the latest product innovations, security enhancements, and performance improvements, while maintaining a stable and secure automation environment. In certain cases, extended support for end-of-support versions may be available through a separate contractual agreement, at Leapwork’s discretion.

Overview of which Leapwork versions & their End of Support status:

9. Changes to support

Leapwork may update or modify this Policy and its available support offerings at any time at its discretion.

10. Appendix A – Leapwork Saas Products (Cloud) Service Level Agreement (SLA)

This Appendix forms an integral part of the Enterprise Support Policy and applies exclusively to Leapwork SaaS Products (Cloud) customers.

APPENDIX A
SERVICE LEVEL AGREEMENT – EXCLUSIVELY APPLICABLE TO LEAPWORK SAAS PRODUCTS (CLOUD)

This Service Level Agreement (SLA) sets forth certain service levels, performance metrics and measurements applicable only to Leapwork’s delivery of access to the cloud infrastructure for Leapwork Saas Products ("Service Levels"). Leapwork SaaS Products will be provided at a level conforming to or exceeding the applicable Service Levels set forth in this SLA.

1. Definitions

The terms appearing in initial capitals not explicitly defined in this SLA shall have the meanings ascribed to those terms in the MSA.

"Business Day(s)": any day on which financial institutions are open for business but excluding Saturday, Sunday, or a national holiday in the country where the Leapwork entity signing the applicable Order Form is incorporated.

"Business Hour(s)": 09:00 am to 5:00 pm on Business Days, with the applicable time zone being the time zone used by the Leapwork entity signing the applicable Order Form.

"Excusable Downtime": the exclusions set forth in Section 3 of this SLA.

"Maintenance Window": the scheduled period of time during which routine maintenance, updates, or system improvements are performed.

"Monthly Availability Commitment": the minimum percentage of time during a given month that Leapwork Cloud is operational and accessible, minus any excusable downtime. Availability is calculated as the percentage of total minutes in the month during which Leapwork Cloud were operational and accessible, excluding excusable downtime as defined in Section 3 of this SLA.

2. Availability

Leapwork makes the following Monthly Availability Commitment, establishing the portion of time that Leapwork Cloud is operational and accessible to users.

3. Excusable downtime

Leapwork is not responsible for any unavailability of SaaS Products caused by reason outside of its control, including but not limited to downtime caused by the following events, which would all therefore not be included in the calculation of the Monthly Availability Commitment:

1. maintenance services performed during the scheduled Maintenance Windows,
2. maintenance services or corrective actions performed on an emergency basis to avoid harm to Leapwork, Customer, or the cloud services;
3. any time spent by Leapwork in its performance of any additional services requested or agreed to by Customer;
4. events (indirectly or directly) caused by acts, errors, or omissions by Customer or their employees, agents and contractor;
5. outages or disruptions caused by:
   1. software, infrastructure, databases, operator error or hardware not provided or controlled by Leapwork,
   2. inability of the Customer to access the internet and/or the LaaS application, where inability to access is not the result of a failure by Leapwork, including but not limited to, failures attributable to third parties outside of Leapwork’s control, including but not limited to, network service providers, internet service providers and telecom service providers and their respective hardware, software, networks and systems.
   3. disruptions attributable to Force Majeure Events, or
   4. configuration changes not made by Leapwork;
6. network connectivity issues not caused by Leapwork;
7. the failure of Customer to provide timely feedback and information as required for problem identification or resolution.

4. Scheduled maintenance

The scheduled maintenance of the Leapwork Cloud is governed by Leapwork Cloud – Scheduled Maintenance Policy available at www.leapwork.com/legal/leapwork-cloud-scheduled-maintenance-policy , as updated from time to time and incorporated herein by reference. Customers acknowledge and agree that all maintenance activities will be conducted in accordance with the schedule, scope, and procedures outlined in the said Policy.

5. Response time (infrastructure support)

Leapwork shall be available to receive Customer reports and incidents at all times. Leapwork will use reasonable commercial efforts to meet the response times specified below. Response Time means the time by which Leapwork will acknowledge the incident and commence corrective action, including providing the Customer with an initial status update.

Leapwork will not unreasonably withhold occasional ad-hoc report requests where Leapwork has existing standard reports which meet the Customer requirement.

6. Response time (technical support)

Technical support is provided under the above detailed Enterprise Support Policy, as updated from time to time.