Developer Tools
LaunchDarkly SLA credit guide
What LaunchDarkly owes you when it misses its uptime commitment — the credit tiers, the filing deadline, how to file, and a calculator to estimate your credit.
What SLA credit are you owed when LaunchDarkly is down?
LaunchDarkly does pay an SLA service credit, but it is GATED: an ordinary single month below its 99.9% monthly uptime commitment pays nothing. The credit only becomes payable once LaunchDarkly misses the Uptime Commitment in two consecutive months, or System Availability falls below 75% in a single calendar month — and then it is worth 10%–25% of the affected service's monthly fee (Only PREMIUM SUPPORT customers can receive a Service Credit (against a 99.99% commitment). ENTERPRISE SUPPORT gets no credit at all — its sole remedy is the right to terminate the Agreement on five days' written notice with a pro-rated refund of unused pre-paid fees.). The claim itself must still reach LaunchDarkly within 5 days of incident resolution, so the first month has to be filed protectively, before anyone can know whether the trigger will be met.
Uptime commitment
99.9%
Filing window
5 days
counted from incident resolution
Services with SLA data
1
LaunchDarkly’s credit is gated — one missed month pays nothing
The credit below is real, but it only becomes payable once LaunchDarkly misses the Uptime Commitment in two consecutive months, or System Availability falls below 75% in a single calendar month. A single ordinary month below 99.9% produces no credit at all, so we don’t show a calculator here — it would quote you money you are not owed. Only PREMIUM SUPPORT customers can receive a Service Credit (against a 99.99% commitment). ENTERPRISE SUPPORT gets no credit at all — its sole remedy is the right to terminate the Agreement on five days' written notice with a pro-rated refund of unused pre-paid fees.
File anyway. The SLA Claim must be received by LaunchDarkly within 5 days of the date the incident occurred, with the words "SLA credit request" in the email subject line or the ticket — so month one has to be lodged before the two-consecutive-month trigger can be known. A claim that was never lodged cannot be revived once a later month confirms the breach — so the first month must be filed protectively, asking for no amount. Ontracko drafts exactly that.
Credit tiers by service
| Measured uptime | Credit |
|---|---|
| 98% – under 99.99% | 10% of spend |
| below 98% | 25% of spend |
These tiers only apply once LaunchDarkly misses the Uptime Commitment in two consecutive months, or System Availability falls below 75% in a single calendar month — an ordinary single month below 99.9% pays nothing. Only PREMIUM SUPPORT customers can receive a Service Credit (against a 99.99% commitment). ENTERPRISE SUPPORT gets no credit at all — its sole remedy is the right to terminate the Agreement on five days' written notice with a pro-rated refund of unused pre-paid fees.
MODELLED AS creditModel "gated_percent" — the credit is real but GATED, and the gate is in creditGate above as structured data the pipeline evaluates (an unmet gate drafts a PROTECTIVE claim that quotes no amount; a met gate drafts a normal one). ENTERPRISE SUPPORT (the tier the catalog lists, and the common one) gets NO service credit whatsoever: its sole remedy is a right to TERMINATE the Agreement on five (5) days' written notice with a pro-rated refund of unused pre-paid fees, triggered by two CONSECUTIVE months below the 99.9% Uptime Commitment or a single month below 75% availability. So confirm the support tier before promising anyone money. PREMIUM SUPPORT is the ONLY tier with money, and even there the credit is gated behind the SAME trigger — two consecutive missed months, or below 75% in one month — so a single 99.9% month pays nothing, which is exactly what the creditGate encodes: the seeded 10/25% tiers are the Premium tariff that applies ONCE THE GATE IS MET, against a 99.99% commitment, capped at 50% of that monthly fee in any calendar month. FILE ANYWAY EITHER WAY: the SLA Claim must be received within FIVE days of the incident date, with the words "SLA credit request" in the email subject line or the ticket, so month one must be lodged on time or the eventual two-month breach cannot be claimed or used to terminate. Availability is measured on the production instance's USER INTERFACE with scheduled maintenance removed from both sides of the fraction, and only unavailability exceeding 30 SECONDS counts. On denial, LaunchDarkly must make its validation data available for audit for 30 business days. The published document states no effective date.
How to file a LaunchDarkly SLA credit claim
Portal: LaunchDarkly Support ↗
- ⚠️ READ BEFORE PROMISING ANYONE MONEY: only PREMIUM SUPPORT customers can receive a Service Credit. ENTERPRISE SUPPORT customers get no credit at all — their sole remedy is the right to TERMINATE the Agreement on five (5) days' written notice with a pro-rated refund of unused pre-paid fees.
- ⚠️ SECOND GATE, and it swallows most single outages: even on Premium Support the credit only triggers if LaunchDarkly misses the Uptime Commitment in TWO CONSECUTIVE months, or if System Availability falls below 75% in a single calendar month. One bad month at 99.9% pays nothing.
- ⏰ FILE ANYWAY, WITHIN 5 DAYS: the SLA Claim must reach LaunchDarkly within 5 days of the date the incident occurred — so lodge month one's claim even though the two-consecutive-month trigger cannot be known yet. A lapsed claim cannot be revived once month two confirms the breach.
- Email support@launchdarkly.com or raise a request in the LaunchDarkly portal with the words "SLA credit request" in the email subject line or in the ticket, then paste the claim text from section 8.
- The claim must describe the incident in detail, give the dates and times of each incident claimed as accurately as can reasonably be determined, and either reference the LaunchDarkly Status Page record of the downtime or attach monitoring logs with confidential and personally identifying information removed.
- Commitments are 99.9% System Availability for Enterprise Support and 99.99% for Premium Support. Premium tiers are 10% (below 99.99% down to 98.0%) and 25% (below 98.0%) of the affected Service's monthly fee, capped at 50% of that monthly fee in any calendar month.
- Availability is measured on the USER INTERFACE of your production instance with scheduled maintenance removed from both sides of the fraction, and only unavailability exceeding 30 SECONDS counts at all. If a claim is denied, LaunchDarkly must make its validation data available to you for 30 business days — ask for it.
Evidence you’ll need
- •The words "SLA credit request" in the email subject line or the ticket
- •A detailed description of the incident
- •Dates and times for each incident claimed
- •Reference to the LaunchDarkly Status Page record, or monitoring logs corroborating the outage (confidential and personal data removed)
Common exclusions
- •Enterprise Support customers (termination right only, no credit)
- •Customer computing devices, LANs and ISP connections
- •Force majeure and anything beyond LaunchDarkly's demarcation or control
- •Use outside the scope of the Agreement
- •Acts or omissions of the customer or its Users
- •Scheduled maintenance
- •Unavailability of 30 seconds or less
Frequently asked
What is LaunchDarkly's SLA uptime commitment?
LaunchDarkly (Enterprise Support — no credit; Premium Support — gated credit) carries a 99.9% monthly uptime commitment.
How much credit can I claim if LaunchDarkly misses its SLA?
Nothing for an ordinary single missed month. LaunchDarkly's credit only becomes payable once LaunchDarkly misses the Uptime Commitment in two consecutive months, or System Availability falls below 75% in a single calendar month is met; once it is, the published tiers run from 10% to 25% of the affected service's monthly fee. Only PREMIUM SUPPORT customers can receive a Service Credit (against a 99.99% commitment). ENTERPRISE SUPPORT gets no credit at all — its sole remedy is the right to terminate the Agreement on five days' written notice with a pro-rated refund of unused pre-paid fees..
Do I still have to file if LaunchDarkly only missed one month?
Yes. The credit needs LaunchDarkly misses the Uptime Commitment in two consecutive months, or System Availability falls below 75% in a single calendar month, which cannot be known until a later month — but the claim itself is due within 5 days of incident resolution, and a claim that was never lodged cannot be revived once a later month confirms the breach. File it protectively, without claiming an amount.
What is the deadline to file a LaunchDarkly SLA credit claim?
Claims are generally due within 5 days of incident resolution (verify the exact clause in LaunchDarkly's SLA before filing).
Does Ontracko file LaunchDarkly SLA credit claims for me?
Ontracko monitors LaunchDarkly for free and drafts the claim — including the PROTECTIVE filing for a month that does not pay on its own, so the right survives to the point where the trigger is met. A protective claim asks for no amount. You file it; Ontracko charges 8% only on credits actually recovered.
Let Ontracko file it for you
Connect LaunchDarkly and Ontracko monitors the SLA, catches every breach, and drafts the claim with the evidence attached. Free — 8% only on recovered credits.