Terms & Policies

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LaunchDarkly Support Terms

This LaunchDarkly support terms document (“Support Terms”) describes the LaunchDarkly support and maintenance services available (“Support”) for the production instance of Customer’s LaunchDarkly software as a service platform purchased under an Order Form (“LaunchDarkly Service”) in accordance with the applicable mutually agreed upon master agreement governing the Customers use of the LaunchDarkly Service (“Agreement”). Capitalized terms used but not defined herein shall have the respective meanings given to them in the Agreement. LaunchDarkly reserves the right to modify this Support Terms document at LaunchDarkly’s sole discretion, upon reasonable prior notice.

1. Definitions

“Business Day(s)” means, for each Customer, any day except any Saturday and/ or any day which is a federal, legal holiday in the United States and LaunchDarkly holidays within Business Hours.

“Business Hours” or “Local Business Hours” means, for each customer, Sunday 3:00 p.m. Pacific Standard Time (PST) through Friday 6:00 p.m. PST, excluding local holidays.

“Bug Fix(es)” means LaunchDarkly’s repair or replacement of a LaunchDarkly Service in the form of a patch or e-fix to remedy an Error such that the functionality of the LaunchDarkly Service is substantially restored to conformity with the Documentation.

“Calendar Hours” means for each Premium Support customer, 24 hours a day, 7 days a week, 365 days a year (“24x7x365”).

“Error” means a defect in a LaunchDarkly Service as defined in the applicable Documentation and which significantly degrades one or more features or the functionality of the LaunchDarkly Service.

“Respond” means acknowledgement of LaunchDarkly’s receipt of a customer’s notice of an Error via an email to the customer’s designated support contact containing LaunchDarkly’s assigned support engineer name, the date and time assigned, and other information.

“Updates and Enhancements” means all extensions, enhancements, and other changes that LaunchDarkly, at its sole discretion, makes or adds to the LaunchDarkly Service, and which LaunchDarkly furnishes, without charge, to all customers who are entitled to Support for the same LaunchDarkly Service.

“Workaround” means a suggested change in procedures followed or data supplied by a customer to avoid an Error without substantially impairing the customer’s use of the affected LaunchDarkly Service.

2. Support Offerings.

These Support Terms outline the Enterprise Support and Premium Support provided by LaunchDarkly to customers that have paid for LaunchDarkly Service, as follows:

LaunchDarkly Enterprise Support: At a minimum, customers who purchase LaunchDarkly Service will receive Enterprise Support in accordance with this Support Policy for no additional fee during the Term stated in the applicable Order Form (“Enterprise Support”).
LaunchDarkly Premium Support: Customers who purchase Premium Support at an additional fee, will at minimum receive Enterprise Support but will also receive the additional support services listed in Section 4 of these Support Terms.

3. Enterprise Support.

Services provided with Enterprise Support are as follows:

Telephone Support. Telephone or electronic support to help a Customer identify, locate and correct an Error for the LaunchDarkly Service.
Error Corrections. LaunchDarkly shall use commercially reasonable efforts to correct and/or provide a work-around for any Error reported by customer in accordance with the priority level reasonably assigned to such Error by LaunchDarkly, and the associated response obligations set forth in Section 8 below.
Updates and Enhancements. LaunchDarkly shall provide to Customer, LaunchDarkly’s officially released (i) Bug Fixes, and (ii) Updates and Enhancements to the LaunchDarkly Service (“LaunchDarkly Service Updates”). For the purposes of clarity, LaunchDarkly Service Updates are limited to incremental improvements to the LaunchDarkly Service licensed under the Agreement.

4. Premium Support.

In addition to receiving Enterprise Support, Customers who also purchase Premium Support will receive Support during Calendar Hours. Additionally, Premium Support Customers can flag Level 1 Error requests (as defined below) for expedited review. If a Support ticket is classified as a Level 1 Error, the Customer may request to escalate that ticket to a scheduled conference call.

5. Customer Cooperation

LaunchDarkly’s obligation to provide Support is conditioned upon the following: (i) Customer’s reasonable effort to resolve the Error after communication with LaunchDarkly; (ii) Customer’s provision to LaunchDarkly of sufficient information and resources to correct the Error, (iii) Customer’s procurement and installation and maintenance of all hardware and browser software necessary to access the LaunchDarkly Service, and (iv) Customer installing any corrections to the SDK provided by LaunchDarkly. As related to Level 1 Error, Customer shall provide continuous access to appropriate Customer personnel and the LaunchDarkly Service during LaunchDarkly’s response related to the Level 1 Error or LaunchDarkly shall be permitted to change the status of the Error.

6. Reproducing Errors

Support assistance is limited to the SDK unaltered and implemented in accordance with the Documentation. Where applicable for a reported Error, LaunchDarkly will use commercially reasonable efforts to reproduce the Error so that the results can be analyzed.

7. Support Conditions

LaunchDarkly is not obligated to provide Support for Errors related to: (i) modifications and/or alterations to the LaunchDarkly Service (including the SDK) not performed by LaunchDarkly, (ii) use of the LaunchDarkly Service in manner not in accordance with the Agreement and Documentation, (iii) Errors caused by the Customer’s negligence, hardware malfunction, or third-party software; and (iv) situations in which the Customer has not paid any fees in accordance with the Agreement and/ or Order Form when due.

8. Response and Resolution Goals

Levels

Type

Description

Targeted Response Times

Level 1 Error

Critical

The LaunchDarkly Service is DOWN or Customer suspects a LaunchDarkly service error is causing severe impact to the Customer systems relying on the LaunchDarkly Service.

LaunchDarkly will use commercially reasonable efforts to Respond to requests for support from Customer within (i) two ² Business Hours for Enterprise Support customers, and (ii) One ¹ Calendar Hour for Premium Support customers.

Level 2 Error

Major

Inconsistencies or impairments in Customer’s use of the LaunchDarkly Service and no reasonable workaround is available.

LaunchDarkly will use commercially reasonable efforts to Respond to requests for support from Customer within (i) four ⁴ Business Hours for Enterprise Support customers; and (ii) two ² Calendar Hours for Premium Support customers.

Level 3 Error

Moderate

A feature is not working as expected and it's slowing Customer’s business down.

LaunchDarkly will use commercially reasonable efforts to Respond to requests for support from Customer within (i) four ⁴ Business Hours for Enterprise Support customers; and (two ² Calendar Hours for Premium Support customers.

Level 4 Error

Limited

Basic product questions with little or zero immediate business impact.

LaunchDarkly will use commercially reasonable efforts to Respond to requests for support from Customer within (i) four ⁴ Business Hours for Enterprise Support customers; and (two ² Calendar Hours for Premium Support customers.

9. Accessing Support.

Support tickets can be initiated by email or through the LaunchDarkly support portal. LaunchDarkly personnel are available to Respond to issues related to the LaunchDarkly Service subscribed to under the Agreement.

10. Additional Services.

If Customer desires to have LaunchDarkly perform the services excluded under Section 11, LaunchDarkly may provide them at its then-current services fees under a mutually agreed upon statement of work.

11. Support Exclusions.

The following items, as reasonably determined by LaunchDarkly, are excluded from Support:

In-depth training. If the support request is deemed to be training in nature, and will require an extended amount of time, the Customer will be referred to LaunchDarkly’s training or consulting departments.
Assistance in the development of custom applications for and/or from LaunchDarkly's products.
Assistance in the customization of the application. Support does include assistance in developing, debugging, testing or any other application customization.
Information and assistance related to Customer and third-party products.
Issues related to the installation, administration, and use of enabling technologies such as databases, computer networks, and communications and use and/or integration with Customer’s own software or any LaunchDarkly Service not provided under the Agreement are not provided under LaunchDarkly Support.
LaunchDarkly shall only provide Support for issues that LaunchDarkly reasonably determines are not meeting the LaunchDarkly Service’s intended functionality. Enhancements, feature requests, and the like are not provided for under Support.
LaunchDarkly Service Updates do not include other products developed by LaunchDarkly, a beta LaunchDarkly Service, or a LaunchDarkly Service under development (“Additional Products”). Additional Products may be licensed separately from LaunchDarkly for an additional fee.
LaunchDarkly does not provide support for SDK versions that have reached End of Life. A list of the supported versions can be found at: https://launchdarkly.com/policies/end-of-life-policy.