Service Level Handling
Effective Date: April 2026 | Last Updated: April 2026
1. Purpose
This page describes how Levqor handles delivery-related incidents, support response priorities, and service-level communication for active Done-For-You engagements.
It does not create a public SaaS uptime contract, public monthly-plan SLA promise, or monthly service-credit scheme unless Levqor separately offers and documents such a continuity layer.
2. What This Applies To
This handling model applies to active DFY engagements and related delivery support, including:
- delivery issues affecting an accepted DFY engagement
- customer access problems related to DFY handoff or portal access
- billing questions directly tied to an active DFY engagement
- bounded correction requests where delivered work appears not to match accepted scope
3. Response Categories
Critical
Active delivery blocked, customer handoff inaccessible, or a production-affecting issue that materially prevents use of the delivered work.
Target initial response: within 4 business hours.
Major
Significant degradation, incomplete delivery element, or a problem that does not fully block use but materially affects the engagement.
Target initial response: within 1 business day.
Standard
General support questions, bounded clarification requests, non-blocking billing questions, and routine correction handling.
Target initial response: within 2 business days.
4. Support Window
Unless otherwise stated in the accepted engagement documents, Levqor handles DFY support during UK business hours.
- Business hours: Monday to Friday, 9am to 6pm UK time
- Out-of-hours messages may be received but are not guaranteed to be actioned immediately
- Higher-touch handling may apply for Sprint or Enterprise engagements where explicitly documented
5. What Is Covered
- delivery issues tied to an active accepted DFY engagement
- portal or handoff access problems
- bounded correction handling where the delivered work may not match accepted scope
- billing questions directly connected to the DFY engagement
6. What Is Not Covered
- new work outside the accepted scope boundary
- open-ended consulting or advisory support
- third-party outages outside Levqor control
- customer-side infrastructure, credentials, or access delays
- future continuity tooling unless separately offered and governed
7. Incident Communication
Where a material DFY delivery issue occurs, Levqor will use reasonable efforts to communicate the issue status, next handling step, and whether customer input is required.
Communication may occur through email, the delivery path, or the applicable customer support route.
8. No Public Service Credits
Levqor does not currently offer a public monthly service-credit scheme for DFY engagements.
Refund, correction, and dispute handling are governed by the accepted DFY engagement boundary and the applicable legal policy surfaces.
9. Related Policies
This page should be read together with the following:
10. Contact
For service-level or incident-related questions:
support@levqor.ai
Levqor Ltd, United Kingdom
Last updated: April 2026