LEAPWORK CLOUD MAINTENANCE POLICY

How we keep the cloud platform running and up to date

Last updated date: August 2025.

This Leapwork Cloud – Scheduled Maintenance Policy (“Policy”) outlines the schedule, scope, and communication process for monthly maintenance of Leapwork Cloud-hosted environments delivered under Leapwork as a Service (“LaaS”). The objective is to ensure the security, performance, and reliability of the LaaS platform. This Policy sets forth the terms under which such maintenance activities will be carried out.

1. Maintenance Overview

To maintain a secure and compliant infrastructure, Leapwork will perform scheduled monthly maintenance across all customer LaaS environments. These activities are essential to:

• Uphold service performance
• Resolve security vulnerabilities
• Support continuous product enhancements

2. Standard Maintenance Window

Routine system maintenance will be carried out during a predefined monthly window. This may result in reduced availability or temporary downtime of the LaaS environment.

• Frequency: Last week of every month
• Window: Saturday through Sunday
• Time: 2:00 A.M. to 10:00 A.M. GMT

During this period, access to the LaaS platform may be partially or fully unavailable.

3. Scope of Maintenance

Maintenance activities may include but are not limited to:

• Patching of Azure-hosted virtual machines (Windows updates, hotfixes, security updates)
• Restarting VMs post-patching
• Operating System upgrades where applicable
• Leapwork Controller and Agent upgrades
• Product lifecycle updates
• Security hardening and dependency patching
• Azure resource tuning and optimization
• SQL Server maintenance activities including index rebuilds, DB integrity checks, and Azure SQL service tier optimization

4. Affected Infrastructure

This Policy applies to all production environments provisioned under the LaaS model, including:

• Azure Virtual Machines (Controllers, Agents)
• Supporting services (Blob Storage, Azure SQL, Networking Components)

5. Impact to Customers

While we strive to keep service interruptions to a minimum, customers may experience:

• Short service interruptions due to VM reboots
• Temporary unavailability of Leapwork services during reinitialization

All updates are tested in staging environments before being applied to production to reduce risk and ensure a seamless experience.

6. Custom Maintenance or Temporary Exemptions

Customers may request customized maintenance windows or temporary exemptions from the standard scheduled maintenance schedule for dedicated LaaS environments. These requests may be driven by regulatory requirements, compliance obligations, or the need to accommodate critical business events (e.g., product launches, audits, or seasonal operations).

Leapwork will evaluate each request and, where technically feasible and operationally reasonable, may approve it by mutual agreement based on an assessment of operational impact. Unless otherwise agreed upon in writing, all maintenance activities shall be conducted in accordance with the standard schedule outlined in this Policy.