SLA and Support Policy

Ledge Service Level Agreement (SLA) and Support Policy

This Service Level Agreement ("SLA") outlines the service availability commitment Ledge makes to its customers ("Customers") using our finance automation products (the "Service"). It also details the customer support services we provide.

1. Service Availability

Ledge strives to provide the Service with a high degree of availability. We define availability as the percentage of time our core services are operational for use by Customers.

  • Target Availability: Our target availability is 99.9% on a monthly basis

For transparency around our product's availability and performance, Ledge maintains a dedicated status page at https://status.ledge.co/. This page offers real-time updates on any service disruptions or planned maintenance, keeping you informed and in control.

2. Service Credits

If the monthly availability falls below the target availability for a calendar month ("Downtime Event"), Customers may be eligible for a service credit equal to a percentage of the platform monthly fee attributable to that month, as set forth below.

  • Credit Eligibility:

    Platform availability (measured monthly*)
    Service Credits
    99.9%> Availability > 99%
    99%> Availability > 95%
    95%> Availability
    *given monthly billing period
  • Credit Request: To claim a service credit, Customers will submit a written request within 15 business days of the Downtime Event. Ledge will apply each service credit to the Customer’s next invoice. Service credits cannot be redeemed for cash.

3. Exclusions from Downtime Events

The following events will not be considered Downtime Events for purposes of calculating service credits:

  • Scheduled maintenance windows of which Customers are notified at least 1 week in advance. A downtime due to scheduled maintenance will not exceed 4 hours per calendar month

  • Outages caused by factors outside of Ledge's reasonable control, such as internet outages, force majeure events, or customer-specific issues

  • Issues arising from Customer misuse of the Service

Customer Support

Ledge offers comprehensive customer support services to ensure a smooth user experience. We offer two tiers of customer support tailored to your requirements: Standard and Premium support levels.

Standard Support - Our Standard Support package assists customers with product inquiries, troubleshooting, and guidance on issues related to the Ledge Products. Customers gain access to the Ledge comprehensive product documentation, release notes, knowledge base articles, and our online help desk. Standard Support services are accessible Monday through Friday, from 9:00 am to 5:30 pm EST.

Premium Support - In addition to Standard Support features, Premium Support provides:
  • Dedicated R&D resources: A designated engineer to support onboarding or ongoing changes

  • Dedicated Customer Success Manager: A dedicated point of contact within Ledge will be available for your ongoing support needs

  • Extended Support Hours: Extended availability for support inquiries and troubleshooting on Monday through Friday, from 8:00 am to 8:00 pm EST and weekend coverage

  • Specialized Guidance: Consultation hours with our experienced finance and payments experts to review your unique workflows, implement best practices and reporting

1. Support Channels: Customers can access support via the following channels:
  • Online knowledge base with FAQs and troubleshooting guides.

  • Email support via support@ledge.co

  • Helpdesk ticketing system

  • Dedicated Slack channels with our Customer Support and Solution Engineering teams

2. Response Times:

Ledge strives to provide timely responses to all your support inquiries (Service Requests) submitted 24/7/365 via the Helpdesk ticketing system. Service Requests can cover various needs, such as:

  • Information requests

  • Password resets

  • Error guidance

  • Defect reports

  • Feature requests

The following table outlines response timeframes based on ticket priority. Customers can highlight the urgency in their support request to expedite resolution.

Ticket Priority
Initial Response Time
Critical issue impacting live production functionality
3 hours
Issue impacting specific features or users.
Functionality partially available
12 hours
Non-critical maintenance, configuration, or troubleshooting requests. Minimal inconvenience for users
2 days
3. Communication

Ledge will keep Customers informed about service interruptions or planned maintenance through:

  • System status updates on the Ledge status page (https://status.ledge.co/)

  • Email notifications for scheduled maintenance or critical incidents

Please Note: This SLA and Support Policy may be updated from time to time. We encourage Customers to periodically review this page for the latest information.

For any questions regarding this SLA and Support Policy, please contact us at support@ledge.co


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