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Effective day: 2 May 2018. This document is only for customers who have an Enterprise Plan.
LaunchDarkly provides support for the LaunchDarkly Service in the form of Error Corrections and LaunchDarkly Service Updates (“Support”).
Support consists of the following:
LaunchDarkly will use good-faith efforts to provide an acknowledgement of a reported Issue to Customer and respond within the target time frames specified below ("Targeted Response Times"). The response will include the priority assigned to the case, any actions taken, resolution if available, and any escalation plans.
|Levels||Definition||Targeted Response Times||Targeted Time to Resolution|
|Level 1 Errors||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.)||LaunchDarkly will use commercially reasonable efforts to respond to requests for support from Customer within four (4) business hours.||Within one (1) business day.|
|Level 2 Errors||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.||LaunchDarkly will use commercially reasonable efforts to respond to requests for support from Customer within eight (8) business hours.||Within eight (8) business days.|
|Level 3 Errors||Reproducible errors in the LaunchDarkly Service that cause minimal impact to Customer’s use of the LaunchDarkly Service and/or a reasonable workaround is available.||LaunchDarkly will use commercially reasonable efforts to respond to requests for support from Customer within two (2) business days.||Provide a resolution, which may consist of a fix, workaround or other solution in LaunchDarkly’s reasonable determination in a future update of the LaunchDarkly Service.|
LaunchDarkly’s obligation to provide Support is conditioned upon the following: (i) Customer’s reasonable effort to resolve the problem after communication with LaunchDarkly; (ii) Customer’s provision to LaunchDarkly of sufficient information and resources to correct the problem, (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 Errors, 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.
Support assistance is limited to the SDK unaltered and in accordance with the Documentation. Where applicable for a reported Error, LaunchDarkly will use commercially reasonable efforts to reproduce the problem so that the results can be analyzed.
This LaunchDarkly Service Level Agreement (“SLA”) outlines the service levels to be provided in the delivery of the LaunchDarkly Service.
LaunchDarkly makes the following SLA commitment:
The LaunchDarkly Service will be available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any calendar month. In the event the LaunchDarkly Service does not maintain the Monthly Uptime Percentage, Customer will be eligible to receive a Service Credit as defined below.
The "Monthly Uptime Percentage" will be measured using the total hours in an applicable calendar month (total time minus planned maintenance or exclusions as listed below) as the denominator, divided by the numerator, which is defined as the denominator value minus the time of any outages in Core Services in the monthly period. LaunchDarkly uses monitoring services to monitor availability and measure the error rate. The SLA is based on the information from these tests that LaunchDarkly makes publicly available on the LaunchDarkly status page.
"Core Services" are those which affect the LaunchDarkly's ability.
LaunchDarkly shall provide notice to Customer of planned maintenance with at least 48 hours notice.
The Monthly Uptime Percentage shall not apply to service degradations caused by or related to any of the following:
To receive a credit, Customer must submit a claim by e-mailing email@example.com. To be eligible, the request must be received by us within 60 days of the date the incident incurred, and must include:
If the Monthly Uptime Percentage is confirmed by LaunchDarkly to fall outside of the service commitment range for the incidents described in the claim, LaunchDarkly will issue a Service Credit to Customer within 30 days of confirming the request. Failure to provide the information required above will disqualify Customer from receiving a Service Credit.
The credit Customer receives will be in accordance with the schedule below. The Service Credit Percentage is the percentage of the monthly LaunchDarkly Service fees for the LaunchDarkly Service that is credited to Customer for a validated claim.
|Monthly Uptime Percentage||Service Credit Percentage|
|Less than 99.9% but greater than or equal to 98.0%||10%|
|Less than 98.0%||25%|
If (i) LaunchDarkly fails to meet such Monthly Uptime Percentage in any two (2) consecutive month period, or (ii) the Monthly Uptime Percentage falls below 75% availability in any calendar month (excluding downtime due to planned downtime or other exclusion), customer shall have the right to terminate this Agreement upon five (5) days’ written notice to LaunchDarkly, and upon termination as Customer’s sole and exclusive remedy, LaunchDarkly shall promptly provide to Customer a refund of any fees paid in advance, which will be pro-rated from the date of termination.