Frequently Asked Questions

Getting started is easy! Simply sign up for a free account, complete our guided onboarding wizard to set up your company profile, and invite your team members. The wizard will help you configure your goals, performance review cycles, and feedback systems. Most teams are up and running within 30 minutes.

Yes! We offer a free forever tier for up to 5 employees with core features. No credit card required. For larger teams, our paid plans offer additional features and capacity. We also have lifetime deals available on AppSumo.

Most teams complete the initial setup in under 2 hours. The guided onboarding process walks you through company setup, team structure creation, and basic configuration. For larger enterprises with complex requirements, our dedicated implementation team can help with a customized rollout plan.

Absolutely! We support data imports via CSV for employee information, organizational structures, and historical performance data. We also offer direct migration assistance from popular platforms like BambooHR, Workday, and Lattice. Our support team can help with custom data migrations.

Not at all! LVL Up Performance is designed to be intuitive and user-friendly. No coding or technical skills required. Our drag-and-drop interfaces, pre-built templates, and step-by-step guides make it easy for anyone to use. Plus, we offer comprehensive training resources and live support.

Yes! LVL Up Performance is highly customizable. You can create custom review templates, define your own goal frameworks, set up unique feedback categories aligned with your company values, configure custom workflows, and brand the platform with your company colors and logo.

We offer three main tiers: Starter (free for up to 5 employees), Professional ($99/month flat rate for unlimited users), and Enterprise (custom pricing for 500+ employees with dedicated support). Unlike competitors, we don't charge per seat - you get unlimited users on our Professional plan.

The Starter plan includes core features for small teams: basic goals and OKRs, peer feedback, simple performance reviews, recognition, and team directory. It's perfect for teams getting started with performance management and scales with you as you grow.

We offer both monthly and annual billing options. Annual subscriptions come with a 20% discount (2 months free). You can switch between billing cycles at any time, and we'll prorate any payments accordingly.

Yes, you can cancel your subscription at any time directly from your account settings. When you cancel, you'll retain full access until the end of your current billing period. We don't believe in lock-in contracts - if we're not delivering value, you're free to go.

We offer a 30-day money-back guarantee on all paid plans. If you're not satisfied within the first 30 days, contact us for a full refund - no questions asked. For annual subscriptions, we'll refund the prorated amount for any unused months.

No hidden fees, ever. The price you see is the price you pay. All features are included in your plan - we don't gate features behind add-ons or charge extra for integrations, API access, or support. Storage, data export, and SSO are all included.

Yes! For organizations with 500+ employees, we offer custom Enterprise plans that include dedicated success managers, custom SLAs, priority support, advanced security features, custom integrations, and flexible deployment options including on-premise. Contact our sales team for a quote.

Yes! We offer 50% off for verified nonprofits and educational institutions. We believe performance management should be accessible to all organizations making a positive impact. Contact us with your organization details to apply for the discount.

Our Goals & OKRs module supports cascading objectives from company level down to individual contributors. You can set quarterly OKRs with measurable key results, track progress with visual indicators, link dependent goals, and automatically roll over incomplete objectives. Built-in alignment views show how individual work connects to company priorities.

360-degree feedback collects input from multiple perspectives - self-assessment, manager review, peer feedback, and even external stakeholders. Our system makes it easy to request, collect, and aggregate feedback from multiple sources. Responses can be anonymous or attributed, and AI-powered insights help identify patterns and growth areas.

Performance reviews in LVL Up are fully customizable. You can create review cycles (quarterly, semi-annual, annual), use pre-built or custom templates, include self-assessments and multi-rater feedback, set up approval workflows, and track calibration sessions. Reviews integrate seamlessly with goals and continuous feedback data.

LVL Proof is our innovative career portfolio feature that helps employees document and showcase their achievements. It captures verified accomplishments, completed goals, received recognition, and feedback highlights into a portable professional portfolio. Employees can share their LVL Proof externally for career advancement.

Our recognition system enables peer-to-peer kudos, manager shoutouts, and company-wide celebrations. Recognition can be tied to company values, and a social feed showcases achievements. Optional rewards integration allows you to attach points or gift cards to recognition. Leaderboards and badges gamify the experience.

Beyond performance management, LVL Up includes core HR features: employee directory, org charts, PTO/time-off tracking, benefits enrollment, document management, employee profiles, and basic payroll integration. This makes us a complete people management solution, not just a performance tool.

Yes! Our 1:1 meeting module includes agenda templates, talking point suggestions, action item tracking, and meeting notes history. Recurring meetings can be scheduled automatically, and insights from 1:1s feed into performance review summaries. Calendar integrations keep everything in sync.

Our analytics dashboard provides insights on goal completion rates, review scores, feedback trends, engagement metrics, and recognition patterns. Custom report builder lets you create tailored reports. Predictive analytics (on higher tiers) can identify flight risks and high performers. All data is exportable.

Absolutely! Managers get a dedicated dashboard showing team goals, pending reviews, feedback received, recognition given, and upcoming 1:1s. Team health indicators highlight attention areas, and the manager effectiveness module provides coaching insights based on team engagement data.

Yes! We use AI to power several features: feedback summarization, writing assistance for reviews, goal suggestion based on role, sentiment analysis of feedback, and predictive analytics for employee engagement. AI helps make performance management faster and more insightful without replacing human judgment.

Security is our top priority. We use industry-standard AES-256 encryption for data at rest and TLS 1.3 for data in transit. Our infrastructure is hosted on AWS with enterprise-grade security. We perform regular security audits, penetration testing, and maintain strict access controls with role-based permissions.

Yes, we are SOC 2 Type II certified. This means an independent auditor has verified that our security controls and practices meet the AICPA's Trust Services Criteria for security, availability, and confidentiality. Our SOC 2 report is available upon request for enterprise customers.

Yes, we are fully GDPR compliant. We provide data processing agreements (DPAs), support data subject access requests, offer data portability, and implement privacy by design. EU customer data can be stored in EU data centers. We also comply with CCPA and other privacy regulations.

You do! Your data is your data - we're just the custodians. You retain full ownership of all data you input into the platform. You can export your data at any time in standard formats (CSV, JSON). We never sell your data or use it for purposes other than providing our service.

We perform continuous backups with point-in-time recovery capability. Full backups occur daily with 30-day retention. Backups are stored in geographically separate data centers. Our disaster recovery plan ensures 99.9% uptime with RPO of 1 hour and RTO of 4 hours.

Yes! We support SSO via SAML 2.0 and OAuth 2.0, compatible with all major identity providers including Okta, Azure AD, Google Workspace, and OneLogin. SSO is included on Professional and Enterprise plans at no extra cost, enhancing security while simplifying access for your team.

We integrate with 50+ popular tools including: Slack, Microsoft Teams, Google Workspace, Microsoft 365, Zoom, BambooHR, Workday, ADP, Okta, Azure AD, Jira, Asana, Notion, and many more. Our Zapier integration connects you to 5,000+ additional apps.

Yes! We offer native integrations with major HRIS platforms including BambooHR, Workday, ADP, Namely, Gusto, and Rippling. Bi-directional sync keeps employee data, org structures, and job information up to date. Custom HRIS integrations are available for Enterprise customers.

Absolutely! We support SAML 2.0 and OAuth 2.0 SSO with providers like Okta, Azure Active Directory, Google Workspace, OneLogin, and Ping Identity. This allows your team to access LVL Up with their existing credentials, improving security and user experience.

Yes! We provide a comprehensive REST API for custom integrations and automation. Full API documentation, webhooks for real-time events, and sandbox environments are available. Rate limits are generous, and API access is included in all paid plans.

Yes! Our Slack and Teams integrations bring LVL Up into your daily workflow. You can give recognition, receive notifications, complete quick check-ins, view goal progress, and get review reminders - all without leaving your chat tool. The integrations are easy to set up and highly customizable.

We offer multiple support channels: in-app live chat, email support, comprehensive knowledge base with video tutorials, community forum, and scheduled video calls. Enterprise customers get dedicated success managers and priority phone support. We're here to help however you prefer to communicate.

Our support team is available Monday-Friday, 9am-6pm EST. Average first response time is under 2 hours for email and under 5 minutes for live chat. Enterprise customers enjoy 24/7 priority support with 1-hour response SLAs. We also offer weekend coverage for critical issues.

Yes! All paid plans include complimentary onboarding support. This includes account setup assistance, data migration help, admin training sessions, and best practice guidance. Enterprise customers receive dedicated implementation managers and customized rollout plans for their organization.

Absolutely! We offer a comprehensive learning center with video tutorials, step-by-step guides, webinars, and best practice documentation. Live training sessions are available for admin and end-users. We also host monthly "Office Hours" where you can ask questions directly to our product experts.

You can report bugs through in-app support chat, email, or our help center. For feature requests, we have a public roadmap where you can submit ideas and vote on others' suggestions. We actively incorporate user feedback into our product development - many of our best features came from customer requests!