Support requests and response times

Support runs through the support portal at support.leeway-im.com, or by email to help@support.leeway-im.com. Both create a ticket. Requests sent by WhatsApp, phone or personal email are not covered until they are logged as a ticket.

Support is moving into the Leeway ERP

Leeway is moving support requests into the Leeway ERP. When the move is done, support.leeway-im.com opens the ERP sign-in for your company, and this page will describe the new steps. The terms and response targets below stay the same unless Leeway tells you otherwise.

For Gerard: update the sign-in steps when support moves into the ERP.

Raising a request

1. Sign in at support.leeway-im.com with your work email. You receive a one-time code; there is no password.
2. On your first sign-in, read and accept the Support Terms.
3. Create a ticket: choose the system it concerns and describe the problem, with screenshots if you have them.
4. Leeway replies on the ticket. Replies are also emailed to you, and you can answer by email.

Ticket types are bug, question, change, feature and incident. Mark a ticket as an incident only when the system is down or your business is blocked.

Business hours

Monday to Friday, 09:00 to 18:00 Beirut time, except public holidays observed by Leeway. The holidays are published in the support portal.

Response targets

Targets depend on the tier of your support package and are measured in business hours.

Tier	First response
Gold	4 business hours
Silver	8 business hours
Bronze	24 business hours
Custom	As stated on your package

The resolution target is stated on your package. Targets are targets, not guarantees. The clock pauses while a ticket waits on you, for example for information, access or approval of an estimate.

Incidents go ahead of all other tickets. Outside business hours Leeway also gives best-effort help on incidents, at no extra charge. Pay-as-you-go support has no response targets and is handled on a best-effort basis.

How hours are counted

• Leeway estimates each request. Work starts after you approve the estimate.
• Diagnosis to produce an estimate is free if you do not approve it.
• Hours are counted in steps of 0.5 hours, with a minimum of 0.5 hours per resolved ticket.
• Work estimated at up to 8 hours per ticket is covered by your package. Larger work is offered as a separate quotation.
• If the work will run over the approved estimate, Leeway pauses and asks you to approve a revised one.
• You can dispute a recorded deduction within 14 days.
• Prepaid packages are valid for 12 months from activation. Each package covers one system only.

The Support Terms in the portal are the full text and take precedence over this summary.

Odoo counterpart: Leeway runs its own support portal rather than Odoo’s Helpdesk app. For reference: Odoo Helpdesk.