Terms & Policies

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Enterprise Support Terms & Service Level Agreement

Effective day: 2 May 2018. This document is only for customers who have an Enterprise Plan.

Enterprise Support Terms

Overview

LaunchDarkly provides support for the LaunchDarkly Service in the form of Error Corrections and LaunchDarkly Service Updates (“Support”).

1. Description of the LaunchDarkly Service

Support consists of the following:

  1. 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 2 below (“Error Corrections”).
  2. LaunchDarkly Service Updates. LaunchDarkly shall provide to Customer, LaunchDarkly’s officially released (i) bug fixes, (ii) maintenance releases, and (iii) updates 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. 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.
  3. Support. LaunchDarkly shall provide assistance to Customer Monday through Friday, 9:00 am to 6:00 pm Pacific Standard Time, excluding LaunchDarkly holidays. Support tickets can be initiated by email. Requests may be initiated by Customer’s specific support contacts. LaunchDarkly personnel are available to respond to issues related to the LaunchDarkly Service subscribed to under the Agreement. Assistance in the development of custom applications for and/or from LaunchDarkly's products is not included in Support.

2. Priority Levels of Errors and Responses

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.

3. Customer Cooperation

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.

4. Reproducing Problems

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.

5. Support Conditions

  1. 5.1. Support Issues Not Attributable to LaunchDarkly. LaunchDarkly is not obligated to provide Support for problems 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, (iii) problems caused by the Customer’s negligence, hardware malfunction, or third-party software; and (iv) situations in which the Customer has not paid any fees when due.
  2. 5.2. Exclusions from Support. The following items, as reasonably determined by LaunchDarkly, are excluded from Support:
    1. a. 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.
    2. b. Assistance in the customization of the application. Support does not provide assistance in developing, debugging, testing or any other application customization.
    3. c. 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.
    4. d. Enhancements. 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.
    5. e. End of Life. LaunchDarkly does not provide support for SDK versions that have reached End of Life. A list of the supported versions is maintained at here.
  3. 5.3 Additional Services. If Customer desires to have LaunchDarkly perform the services excluded under Sections 5.1 and 5.2, LaunchDarkly may provide them at its then-current services fees.
  4. 5.4 General Terms. This Support policy specifies LaunchDarkly’s current Support provided with the LaunchDarkly Service. LaunchDarkly reserves the right to modify this policy at LaunchDarkly’s sole discretion, upon reasonable prior notice.

Service Level Agreement

Overview

This LaunchDarkly Service Level Agreement (“SLA”) outlines the service levels to be provided in the delivery of the LaunchDarkly Service.

1. Service Commitment

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.

2. Measurement Method

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.

3. Exclusions

The Monthly Uptime Percentage shall not apply to service degradations caused by or related to any of the following:

  • Planned or emergency maintenance.
  • 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.
  • Any product or SDK that is no longer supported after End of Life.
  • Issues during beta and trial use of the LaunchDarkly Service.
  • Issues that resulted from the use of third-party hardware or software, in which the third-party hardware or software caused the service degradation.
  • Services, circumstances or events beyond the reasonable control of LaunchDarkly, including, without limitation, any Force Majeure events, the performance and/or availability of local ISPs employed by Customer, or any network beyond the demarcation or control of LaunchDarkly.

4. Service Credits and Credit Request Procedures

To receive a credit, Customer must submit a claim by e-mailing support@launchdarkly.com. To be eligible, the request must be received by us within 60 days of the date the incident incurred, and must include:

  • The words “SLA credit request” in the subject line.
  • The dates and times for each incident 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.

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
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.