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Leapwork shall maintain technical support, as defined in the below schedule, except during national holidays: December 25th, January 1st, and Good Friday.
a) Expert Support: We deliver 24 X 5 automation expert-led chat and ticket support
b) Self-support material is available 24X7 in our Knowledge Base, Learning Center, and Documentation, which is available via the Leapwork website
Support tickets are placed into three general categories as follows:
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 indicated in the selected Support package.
Leapwork offers two standard support packages: Silver and Gold, as defined in the Order Form.
Here is how Leapwork derive the priority of issues from a Customer:
The following are the Support levels by Leapwork, as defined in the selected Support package:
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.
Standard 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: