FAQ
Common questions about product, billing, onboarding, security, integrations, API.
Common questions from people evaluating or using LealUp.
Product
Is LealUp a CRM?
No. We integrate with your CRM (HubSpot, Pipedrive, Salesforce coming). LealUp focuses on post-sale: adoption, retention, renewals, expansion. We consume pipeline data to inform renewals, we don't replace the CRM.
Does it replace Gainsight / ChurnZero?
For most LATAM B2B SaaS yes. For ultra-enterprise teams (1000+ CSMs, global deployments), those platforms still have more depth. We compete on the 30–300 customers, 3–30 CSMs tier with ~10× less cost and faster implementation.
Do I need a data warehouse?
No. If you have one, we can connect to it (Snowflake, BigQuery) to enrich signals. But it's not a prerequisite.
What languages does it support?
Spanish (default), Portuguese, English. Each user chooses their interface locale. Workspace data (customer names, notes) remains in whatever language you write.
Billing
How much does it cost?
Pricing tiers based on ARR under management, not per seat or event volume:
- Starter — up to $2M ARR → $299 USD/mo.
- Growth — $2M–$10M → $899 USD/mo.
- Scale — $10M–$30M → $2,499 USD/mo.
- Enterprise — $30M–$100M → $5,999 USD/mo.
- Strategic — $100M+ → custom.
All unlimited seats. Annual billing. See Billing.
Why not per seat?
Because it misaligns incentives — you'd pay more for using it more. Pricing by ARR under management aligns with the customer: if you grow and retain, you pay proportionally.
Is there a free trial?
Yes. 30 days with full Growth plan, no credit card required on day 1. Optional at end of trial.
Can I pay monthly?
Yes. +20% on monthly cycle. Annual is cheaper in nominal terms.
Onboarding
How long does implementation take?
Self-service: 30 minutes to productive basics, 1 week to full deployment, 1 month to complete team adoption. With onboarding assistance (Growth and above): Growth 2h, Scale 8h, Enterprise 20h + pilot.
Do you help migrate from another tool?
Yes. For Scale/Enterprise included. For Starter/Growth, 1h free migration call. We support CSV export/import from Gainsight, ChurnZero, Planhat, Custify, HubSpot, Salesforce.
Is there training material?
Yes:
- This documentation.
- Onboarding deck for your team (sent on signup).
- Weekly office hours with product team (Wednesdays).
- Private Slack channel for Scale+ customers.
Security and compliance
SOC 2?
In progress (report expected Q3 2026). Meanwhile we apply recognized practices: encryption in transit (TLS 1.3) and at rest (AES-256), key rotation, strict RBAC, audit log on everything.
GDPR / LGPD / habeas data?
Yes. Supports:
- Right of access — full workspace export.
- Right of deletion — targeted and complete purge.
- Regional data residency — US, EU, LATAM (Brazil, Chile). Enterprise chooses.
- Appendix DPA — signable before commercial contract.
Who owns the data?
You. 100%. LealUp never sells, rents, or shares workspace data. We don't use it to train global models. Our AI agents are workspace-isolated (retrieval on your data only).
What happens if I cancel?
Your data stays available for export for 30 days. Then purged (unless Scale+, which has configurable retention).
SSO / SAML?
Yes. Google Workspace, Microsoft Entra ID (Azure AD), Okta. OIDC and SAML 2.0. Mandatory in Enterprise.
MFA?
Yes, optional for all tiers, mandatory configurable in Growth+.
Integrations
Does it work with Outlook?
Email yes (beta), Calendar in roadmap Q2 2026. Gmail/Google Calendar supported since day 1.
Does it work with WhatsApp Business?
Yes, via Kapso, Twilio, or Meta Cloud API. We don't support WhatsApp personal (it's not official API, breaks Meta ToS).
Does it work with my product analytics tool?
- PostHog — native.
- Mixpanel — native in beta.
- Amplitude — Q2 2026.
- Others — via generic event ingestion (
POST /v1/events).
Can I bring data from Salesforce?
Read-only via the beta connector (bidirectional coming Q3 2026). Alternative: sync via CSV export + import every X days (we recommend Workato or a manual script).
What if my tool isn't listed?
Two options:
- Implement via our inbound webhooks or event ingestion.
- Email [email protected] — we prioritize based on demand.
Privacy and AI
Does the AI read my emails?
Only those already indexed in LealUp (the ones you explicitly connected via Gmail/Outlook integration). Never from accounts you didn't connect. Alfred is the product guide and does not access your email data.
Are my emails used to train models?
No. LealUp's AI uses retrieval over your workspace, not fine-tuning. We don't use your data for any global training.
What LLM provider do you use?
Anthropic (Claude) primarily. OpenAI in fallback scenarios. Model versions visible in Admin → Alfred → Configuration. Enterprise can require specific providers.
Can I disable Alfred?
Yes. Admin → Alfred → Status → Disable. The rest of LealUp keeps working without AI.
API
Is there an API?
Yes. REST, OpenAPI 3.1. See API docs.
Rate limits?
Per workspace: 1000 req/min in read, 300 req/min in writes. Scale/Enterprise tiers higher. Ingestion of product events has a separate lane at higher throughput.
SDK?
Official: TypeScript (npm @lealup/sdk), Python (pip lealup-sdk). Go in beta.
Webhooks?
Yes, signed with HMAC-SHA256 and timestamp-nonce. See Webhooks.
Other
Is there a mobile app?
Not a native one. The web app is mobile-responsive (works on phone/tablet browser). Native iOS/Android in roadmap H2 2026 if customers demand it.
Can I self-host?
Currently no. Single-workspace private deployment is available as a Strategic add-on ($100M+ ARR) in isolated cloud.
How do I report a bug?
- In-app: Settings → Report bug (auto-screenshots).
- Email: [email protected].
- For Scale+: direct Slack channel.
How do I request a feature?
- feedback.lealup.com — public, you can vote.
- For Scale+: quarterly roadmap meeting with our product team.
Is there a status page?
Yes: status.lealup.com. Subscribe to incident alerts by email or RSS.