“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 fix to remedy an Error such that the functionality of the LaunchDarkly Service is substantially restored to conformity with the Documentation.

“Degraded Performance” means reproducible Errors in the LaunchDarkly Service that cause inconsistencies or impairments in Customer’s use of the LaunchDarkly Service and no reasonable Workaround is available.

“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.

“General Issues” means reproducible Errors in the LaunchDarkly Services that cause minimal to no  impact to the Customer’s use of the LaunchDarkly Service and/or a reasonable Workaround is available. This level also applies to feature requests, non-technical questions, or general questions about LaunchDarkly functionality or service.

“Outage” means reproducible Errors in the LaunchDarkly Service that cause severe impact to Customer’s use of the LaunchDarkly Service. (e.g., work stoppages or system crashes.)

“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.

In order for LaunchDarkly to fulfill the obligations under a Support Plan, a Customer must: 

• Provide reasonable effort to resolve the Error after communication with LaunchDarkly; 
• Provide to LaunchDarkly sufficient information and resources to correct the Error;
• Procure, install, and maintain all hardware and browser software necessary to access the LaunchDarkly Service; and
• Install any corrections to the SDK provided by LaunchDarkly.

Support assistance is limited to the unaltered SDK 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.

LaunchDarkly will use commercially reasonable efforts to address and/or resolve each Error reported by a Customer based on the Customer’s applicable Support Plan. Actual resolution time will depend on the nature of the Error and the resolution. A resolution may consist of a Bug Fix, Workaround or other solution in LaunchDarkly’s reasonable determination.

• 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 Customer application(s). Support does include commercially reasonable 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.

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.

• Issues during beta and trial use of the LaunchDarkly Service or issues resulting from the use of any proof-of-concept, preview, or pre-commercial product or feature (“Additional Products”). Additional Products may be licensed separately from LaunchDarkly for an additional fee.
• SDK versions that have reached End of Life. A list of the unsupported versions can be found at: https://launchdarkly.com/policies/end-of-life-policy.

1. Customer must notify LaunchDarkly by either (x) e-mailing support@launchdarkly.com or (y) submitting a support request through the LaunchDarkly request portal (a “SLA Credit Request”). To be eligible for a Service Credit, the SLA Credit Request must be received by LaunchDarkly within 5 days of the date the Error incurred, and must include  the following: 

• The words “SLA Credit Request” either (i) in the subject line of the email, or (ii) in the ticket submitted through the request portal;
• Describe the Error in detail;
• The dates and times for each Error claimed, with such accuracy as can reasonably be determined; and
• Reference LaunchDarkly Status Page recording downtime; or
• Monitoring logs and supporting evidence corroborating Customer’s claimed Outage, with any confidential or personally identifying information removed. LaunchDarkly shall provide monitoring logs to Customer to support credit requests as reasonably requested.

After receipt of an SLA Credit Request, LaunchDarkly will evaluate all information reasonably available and make a good faith determination of whether a Service Credit is owed. Once confirmed, LaunchDarkly will issue a Service Credit to Customer within 30 calendar days of confirming the SLA Credit Request. Failing to provide the information required above will disqualify Customer from receiving a Service Credit.

2. Service Credits are the sole and entire liability to Customer, and Customer’s sole and exclusive remedy in the event LaunchDarkly fails to meet its System Availability Commitment. Service Credits cannot be converted to monetary amounts and cannot be issued if the Customer is delinquent in payments to LaunchDarkly. Pending Service Credits do not release Customer from its obligations to pay LaunchDarkly’s submitted invoices in full when due.

3. Service Credits cannot be issued if the SLA Credit Request is based on the result of any of the following (“SLA Credit Request Exclusions”):

• issues associated with the Customer’s application(s), computing devices, local area networks, internet service provider connections, or other technology (except for equipment in LaunchDarkly’s direct control); 
• use of the LaunchDarkly Service outside the scope described in the Agreement; 
• inability to provide the LaunchDarkly Service due to acts or omissions of Customer or any User; 
• planned maintenance, provided LaunchDarkly gave Customer at least 24-hours prior notice;
• emergency maintenance (maintenance that is necessary for purposes of maintaining the integrity or operation of LaunchDarkly’s Services) regardless of notice provided by LaunchDarkly; 
• issues caused by Customer after LaunchDarkly advised Customer to modify Customer’s use of the LaunchDarkly Service, if Customer did not modify its use as advised; 
• services, circumstances or events beyond the reasonable control of LaunchDarkly, including, without limitation, any Force Majeure events;
• issues that resulted from the use of third-party hardware or software, in which the third-party hardware or software caused the service degradation;
• issues during beta and trial use of the LaunchDarkly Service or issues resulting from the use of any proof-of-concept, preview, or pre-commercial product or feature.