Support Tiers0 | ||||
Bronze | Silver | Gold | Platinum | |
First Reply Targets1 | ||||
L1 Outage2 | 24 Business Hours | 8 Business Hours | 1 Hour (24x7) | 30 Minutes (24x7) |
L2 Degraded Performance | Discord Community | 24 Business Hours | 2 Hours (24x7) | 1 Hour (24x7) |
L3 General Issues | Discord Community | 24 Business Hours | 2 Hours (24x7) | 1 Hour (24x7) |
Next Reply Target | None | None | None |
2 Hours (Critical) |
Support Hours3 |
Business Hours |
Business Hours |
24x7 |
24x7 |
Contractual System Uptime Commitments |
None |
None |
99.99% |
99.99% |
Slack Support |
None |
None |
Included |
Included |
Additional Features | None | None | Troubleshooting via Scheduled Call |
Troubleshooting via Scheduled Call Inbound Outage Phone Line |
Plans | Foundation | Enterprise | Enterprise Add-On |
Enterprise Add-On |
First response times
LaunchDarkly will use commercially reasonable efforts to meet the targeted first response time for the applicable severity level and customer plan.
Please note these response times may be extended if someone who is not part of your LaunchDarkly account reaches out.
Level 1 (Outage)
"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). Note: selecting this option via our ticket form will page an on-call Support Engineer if you are a Premium customer. Please only utilize this if there is severe impact to your business.
Level 2 (Degraded Performance)
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.
Level 3 (General Issues)
"General Issues" mans 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.
Support Includes
- Identifying and troubleshooting problems with LaunchDarkly and/or LaunchDarkly-created Integrations
- Assistance with issues during initial setup
- General questions about LaunchDarkly's products and services
- Limited guidance around implementation and configuration
- Outbound phone support for Gold and Platinum customers
- Inbound outage phone support for Platinum customer
- Feature requests
Support Does Not Include
- Non-platinum and/or non-outage inbound phone support
- Chat support
- Troubleshooting of 3rd party applications
- Support for End of Life or Alpha/Beta Products
- Customized versions of LaunchDarkly products4
- Training
- Support in languages other than English
- Professional Services customization or extensibility5
0. These tiers are tied to our newest product pricing around the Foundation and Enterprise 2023 packages - if you've not discussed this with your account team or purchased these directly, you are likely on the previous plans detailed here.
1. Please note that where target is used, these are goals we aim to achieve, not contractual obligations.
2. Outages can be flagged through the support portal's customer impact field or by including 'urgent' in the subject line of an email. Misuse of the critical flag may result in reduced ability to flag critical issues in the future.
3. Support Business Hours are defined as: Sunday 23:00 UTC - Saturday 02:00 UTC, excluding both hours outside of this, as well as observed LaunchDarkly holidays
4. Where customized here is defined as situations where our original provided code has been modified
5. However, if you are interested in this, options are available - see here
Information and offerings on this page are subject to change. When adding services, services may change without prior notice, but when removing services, changes will happen with prior notice.