1. Support Principles

Leadermind is built for institutional investors whose performance, compensation, and reputation depend on accurate, timely information. Our support model is designed to be:

• Trustworthy and rigorous—objective, well‑vetted responses that respect your models, process, and governance standards.
• Accurate and pertinent—answers grounded in our methodology and data, focused on your specific use case (risk, alpha, or situational investing).
• Clear and frictionless—minimal back‑and‑forth, clear next steps, and no surprises on service scope or limits.

2. Support Channels & Availability

We provide institutional-grade support through the following channels:

• Email / Ticketing (primary)—for all issues and requests: bugs, data questions, access issues, and feature requests.
• In‑App Support—embedded help for quick questions, documentation links, and bug reports.
• Scheduled Calls—for complex workflows, onboarding, or portfolio-level questions.

Standard support hours are Monday–Friday, 8:00–15:00 Pacific Time, excluding U.S. market holidays. For critical production issues (see Severity 1 below), monitoring and response are available during extended hours around the U.S. market open and close by prior agreement in your subscription.

3. Response & Resolution Targets

Issues are prioritized based on their impact on your ability to use Leadermind in live investment workflows.

• Severity 1—Critical service outage or core data issue
  
  • Examples: Platform unavailable, major latency preventing use during market hours, widely incorrect or missing executive profiles or scores.
  • Target: Initial response within 30 minutes during support hours; continuous work until a workaround or fix is in place; status updates at least every 60 minutes.
• Severity 2 – Material degradation or data inconsistency
  
  • Examples: Delayed new filings or transcripts, partial feature outage (e.g., portfolio builder or export not functioning), non-critical but time-sensitive data issues.
  • Target: Initial response within 2 business hours; updates every business day until resolved or mitigated.
• Severity 3—Standard questions, minor defects, and how‑to support
  
  • Examples: Methodology questions, interpreting scores, UI issues with workarounds, and feature requests.
  • Target: Initial response by next business day; resolution or clear plan typically within 5 business days.

These targets are goals, not guarantees, but they guide staffing, monitoring, and escalation. 

4. Data Accuracy, Methodology & Change Management

Leadermind focuses on behavioral, cognitive, and motivational signals as idiosyncratic and structural drivers of equity outcomes. To protect your process:

• Methodological transparency—we provide documentation on our psychometric frameworks, model architecture at a conceptual level, and known limitations so you can appropriately size risk and weight signals.
• Versioning & release notes—material changes to models, scoring methods, or coverage are communicated via release notes and, where relevant, flagged in‑the product before and after deployment.
• Error handling—confirmed material data errors are corrected as quickly as possible and, where feasible, flagged in an audit log so clients can assess the impact on backtests or live positions.

5. Security, Confidentiality & Governance

Your use of Leadermind often occurs within regulated environments with strict expectations for data handling.

• Access controls—user access is authenticated, role-based, and revocable by our administrators.
• Confidentiality—client-specific data (e.g., custom portfolios, custom labels, private notes) is treated as confidential and is not shared across clients.
• Information security—Leadermind maintains written policies and technical controls aligned with industry best practices for safeguarding customer information, including encryption in transit, secure development practices, and vendor due diligence.
• Support data handling—support staff will never ask for passwords or trading account credentials, and sensitive client artifacts are handled through secure upload links and retained only as long as necessary to resolve the issue.

Additional security and compliance details may be provided in a separate Security & Governance document and are incorporated by reference into this SLA.

6. Client Responsibilities

To help us meet these commitments, we ask that clients:

• Be responsive, be respectful to our staff, and communicate priority issues.
• Provide sufficient detail in tickets (screenshots, time stamps, tickers, leaders, portfolios impacted, and steps to reproduce) to enable rapid triage.
• Use Leadermind signals within an appropriate risk‑management and governance framework; our analytics are inputs to decision‑making, not investment advice.

7. Continuous Improvement & Feedback

Leadermind is committed to being useful, essential, and irreplaceable to your research and risk process. We regularly review support performance, response times, and client feedback to refine our operations. Periodic feedback calls and surveys help shape our roadmap, documentation, and support model.

For questions about this Customer Support & SLA document, or to discuss custom SLAs for mission‑critical deployments, please contact your Leadermind representative or email our support team through your client portal.

Policy Effective Date: December 16, 2025