North Star Statement of Work
This Statement of Work describes the Professional Services purchased by Customer under Customer’s Order Form which includes the North Star services offering. This SOW is subject to the applicable Order Form and the Professional Services Terms referenced therein. All capitalized terms used but not defined in this SOW have the meanings set forth in the Order Form or Professional Services Terms, as applicable.
1. Executive Summary
Client desires the delivery of LaunchDarkly’s North Star offering from LaunchDarkly as outlined in the Functionality and Services in Scope section below. North Star is a shoulder to shoulder engagement that will decrease time to adopt feature flag management at scale. During this engagement, LaunchDarkly will provide solutions to improve DevOps practices, to create repeatable processes, and to reduce risk during release cycles.
2. Travel and Expenses
As indicated on the Order Form, the Customer may purchase either a Remote or Onsite engagement.
Remote engagements: There are no travel expenses for remote engagements.
Onsite engagements: Travel and expenses are included as part of the overall fees for the Services. Travel and accommodations are booked upon the effective date of the Order Form.
3. Expiration Date
This SOW will expire 1 year from the effective date of the Order Form.
4. Roles & Responsibilities
The typical roles and responsibilities needed to fulfill scope of Professional Services under the SOW are as follows:
Solutions Architect
- Primarily driving the engagement
- Gather and document Client requirements
- Responsible for conducting meetings
- Aiding the Client in delivering the outcomes outlined in Functionality and Services in Scope
- Sending all resources or assets, with a recap of the engagement, at the conclusion of the engagement
- Provide advisory guidance on LaunchDarkly use case
Executive Sponsor
- Provides thought leadership and overall Project guidance
- Acts as a point of contact for escalations
- Responsible for identifying stakeholders and collaborating on scheduling stakeholder activities
Product Delivery Leader / Project Manager
- Acts as a single point of contact for LaunchDarkly’s engagement activities
- Responsible for all LaunchDarkly-related requests, scheduling, key decisions, communications, acceptance, or issues
- Coordinates Client’s resources' schedules, tasks, and stakeholder availability for meetings
Engineering Leadership / Management
- Knows the goals and objectives of the business and is a decision maker on process implementation across development teams.
- Has access to the LaunchDarkly platform and general understanding of the platform. Responsible for any changes to the SDLC process.
Site Reliability Engineering
- Has an understanding and is responsible for incident monitoring for the organization.
5. Functionality and Services in Scope
The specific Professional Services scope to be completed for this Statement of Work are listed below.
Project Management
- To create a project plan, outlining task details, ownership, timeline, and communication plan for adopting LaunchDarkly.
- To understand the Client ’s environment.
- Establish priorities, coordinate Client resource schedules, review progress, and assist in issue resolution.
- Collaborate with Client primary contact to create project outcome and timeline.
Discovery and Design
- To understand what the Client’s main pain points are and how LaunchDarkly can help the Client remediate them and bring value to the current SDLC
- Provide goals and objectives for a targeted application that will use LaunchDarkly
- Provides any pain points in the current SDLC
- Identify targeted application and resources that will be available for the entirety of the engagement
- Understand how the customer currently releases software and how they want to release software in the future.
- Creation of a runbook that will aid the customer in achieving the outcomes in the selected module
Learn (Tell)
- To understand what the capability is and the business and technical value behind the capability
- Open minded to what is working and not working in the current SDLC and want to learn how to adopt LaunchDarkly to achieve the outcomes in the selected modules
- Presentation on the processes detailed in the customer tailored runbook.
Consult (Do)
- To understand and help implement how the processes outlined in the runbook can help the Client achieve the identified goals and objectives
- Resources and authority to implement change in current development processes
- Guide the organization on using best practices for feature flags to achieve identified desired outcomes
- Access to runbook
Operationalize (Review)
- To validate with the Client the value that was delivered during the engagement
- Align on project completion and next steps
- Internally transition to Client Success (if applicable) and Account Executive
- Set up recurring touchpoints to review adoption with designated CSM (if applicable)
Both Parties acknowledge that the Professional Services scope for the Project are subject to change as the Project's scope evolves over the duration of this Statement of Work. To this effect, the Client Project Lead and the LaunchDarkly Strategic Engagement Manager shall remain flexible and shall work cooperatively together in good faith to determine work activities for the Client Resources to meet the Project team's requirements.
6. Functionality and Services Out of Scope
- Onsite services (If remote delivery was selected in the order form)
- Platform configuration
- Staff aug
- Data export or migration
- Support assistance
- Writing and maintaining code
7. Assumptions
In addition to any other responsibilities or duties described in this SOW, set forth below is a list of the obligations for which Client is responsible, conditions on LaunchDarkly's performance, and assumptions upon which LaunchDarkly has relied in agreeing to perform the Professional Services described in this SOW (collectively "Client's Obligations”). If any Client Obligations are unfulfilled or inaccurate, change orders and increased fees may be required in order to proceed with the Project.
- Client holds primary responsibility for data quality of sufficient standards to achieve Client goals.
- Client will provide all data, systems and connectivity necessary for LaunchDarkly to perform its obligations under this Statement of Work.
- Client will provide a resource(s) that is knowledgeable of their application and SDLC.
- Client will provide LaunchDarkly with detailed information to the Client’s application and environment required to support the defined scope.
- Client has basic understanding of LaunchDarkly and has completed guided Platform Readiness and Application Readiness or digital courses on LaunchDarkly Academy.
- Client will not require any additional security, policy or onboarding requirements of LaunchDarkly personnel in order to kickoff or continue performance of this Project at any stage.
- In the event Client causes or creates any variance to the Project that requires additional LaunchDarkly efforts such as extended timeline or additional project phase(s), additional fees and expenses may be required under a mutually agreed upon Change Order.
- LaunchDarkly will work with up to 1 Team and 3 Personas per team (Product Manager, Engineering Manager, SRE) per module delivered. (Additional scoping and approvals required)
8. Modules Catalog
Client can choose any number of modules which will be itemized on the applicable order form. LaunchDarkly is only responsible for delivering the modules that are on the order form.
Progressive Delivery Learn how to reduce risk, improve the user experience, and collect feedback before full release leveraging the LaunchDarkly platform. Working with our Solution Architects, you will create a comprehensive runbook for implementing progressive delivery within your organization. The tailored runbook will cover:
- Release Strategies: Implementing and executing releases such as internal release, EAPs, and progressive rollouts with LaunchDarkly
- Communication Strategies: Internal and external communication strategies for progressive releases with LaunchDarkly
- Release Plans: Comprehensive release plan templates
- Release Monitoring: How to monitor active releases
- Incident Response Plan: Integrating LaunchDarkly into your incident response and remediation procedures
- Release Finalization and Clean-up: Define release finalization and clean-up policies to reduce technical debt
Experimentation Accelerator Accelerate safe innovation at scale. With the help of our Solutions Architects you will learn the basics to running a successful experiment. You will understand experimentation foundations, create your own experiment and discuss tools and methods for building out an experimentation program within your company.
