Tier 3: 8/5 support
- Best for
- Small and medium organisations operating during standard working hours.
- Response
- Within 16 working hours for critical issues.
- Channels
- Email and phone during business hours.
Service-level agreements
Support coverage and response targets used for LEO internet services.
Support tiers
Tier 2: 24/5 support
- Best for
- Organisations with continuous weekday operations.
- Response
- Within 1-2 hours for critical issues.
- Channels
- Email, phone and the support ticket system.
Tier 1: 24/7 support
- Best for
- Enterprises and mission-critical services requiring assistance at any time.
- Response
- Immediate to 1 hour for critical issues.
- Channels
- Phone, email and the support ticket system.
Issue severity
Severity is assessed according to how broadly an issue affects users and business operations.
Critical
A system-wide failure affecting all users.
High
A major issue affecting a large portion of users.
Medium
A moderate issue affecting selected users.
Low
A minor issue affecting a small number of users.
LEO follows ISO 27001 cybersecurity policies for information-security management. Specific response and resolution commitments remain subject to the customer's signed agreement.