Last updated date: April 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 indicated in the selected Support package.
3. Support package
Leapwork offers three support packages: Standard, Premium, and Ultimate, as defined in the Order Form. See the full comparison in the table below.
| Standard | Premium | Ultimate | |
|---|---|---|---|
| Leapwork Training | |||
| Access to Leapwork Learning Center | ✓ | ✓ | ✓ |
| Self-paced exercises and instructions to automate first set of test cases | ✓ | ✓ | ✓ |
| Personalized Instructor-led Training sessions | Recommended to buy on top |
Included. Quick Launch program with 5 hours of Instructor-led Training sessions. More instructor-led Training sessions available for purchase. |
Included. Personalized Enterprise Training with 18 hours of instructor-led Training sessions. More instructor-led Training sessions available for purchase. |
| Discount on list price for additional training packages | — | 15% | 25% |
| On-site training | — | — | On-site in-person trainings available for purchase |
| Value Assurance | |||
| Installation support | Self-service guides provided | Dedicated support | Dedicated support |
| Initial setup & configuration support | Self-service guides provided | Dedicated support | Dedicated support |
| Dedicated Customer Success Manager | Community Customer Success Manager | ✓ | ✓ |
| Dedicated Technical Architect | - | - | ✓ |
| Release walkthroughs after each new release | - | - | ✓ |
| Quarterly best practice sessions led by the assigned Technical Architect | - | - | ✓ |
| Support | |||
| Email support | ✓ | ✓ | ✓ |
| 24x5 live chat on website | ✓ | ✓ | ✓ |
| Live troubleshooting sessions | — | ✓ | ✓ |
| Response SLA (time to first meaningful reply) | P1: 12 hrsP2: 16 hrsP3: 24 hrsP4: 48 hrs | P1: 4 hrsP2: 8 hrsP3: 12 hrsP4: 24 hrs | P1: 2 hrsP2: 4 hrsP3: 8 hrsP4: 12 hrs |
| Certifications | |||
| Discount on list price for Certification | — | 50% | 100% |
| Professional Services | |||
| Professional Services offered | Available for purchase | Available for purchase | Available for purchase |
| Annual targeted health check engagement | Available for purchase | Available for purchase | ✓ |
For customers currently on legacy support packages, please note that:
- The Standard package has replaced Silver and Bronze, unless otherwise agreed.
- The Premium package has replaced Gold, unless otherwise agreed.
While these legacy packages may still appear on some Order Forms due to existing contract terms, Customer Support will manage Bronze and Silver as Standard and Gold as Premium, respectively.
4. Priority levels
Here is how Leapwork derive 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, as defined in the selected Support package:
- 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
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:
- 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. Changes to support
Leapwork may update or modify this policy and its available support offerings at any time at its discretion.