Launchable Standard Support Policy

Last update October 19, 2021

Support and Maintenance Services. Support and Maintenance Services consist of using reasonable efforts to provide (a) Error Correction and (b) Service updates that Launchable makes in its sole discretion (collectively, “Support”). Customer may designate up to _5_ support contacts (“Designated Support Contacts”), and all Support requests must come through the Designated Support Contacts. Customer may update the Designated Support Contacts by providing notice to Launchable.

Error Priority Levels. Launchable shall exercise commercially reasonable efforts to correct any Error reported by Customer in accordance with the priority level assigned to such Error by Launchable (in Launchable’s sole and absolute discretion).

  1. Priority 1 Errors - Launchable shall respond within 8 Business Hours and promptly commence the following procedures: (i) assign Launchable engineers to correct the Error; (ii) notify Launchable management that such Errors have been reported and of steps being taken to correct such Error(s); (iii) provide Customer with periodic reports on the status of the corrections; and (iv) initiate work to provide Customer with a Workaround or Fix.
  2. Priority 2 Errors - Launchable shall respond in 16 Business Hours and promptly commence the following procedures: (i) assign Launchable engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) initiate work to provide Customer with a Workaround or Fix.
  3. Priority 3 Errors - Launchable shall respond in 24 Business Hours and promptly commence the following procedures: (i) assign Launchable engineers to correct the Error; (ii) provide Customer with periodic reports on the status of the corrections; and (iii) initiate work to provide Customer with a Workaround or Fix.
  4. Priority 4 Errors - Launchable will use reasonable efforts to acknowledge Customer’s problem report and commence reasonably efforts to supply a Fix for the Error.
  5. If Launchable believes that a problem reported by Customer may not be due to an Error in the Service, or is subject to the exclusions set forth in Section 3 below, Launchable will so notify Customer, and Customer shall be solely responsible for such Error Correction.

Exclusions. Launchable shall have no obligation to support: (i) anything that has been altered by anyone other than Launchable; (ii) any Service problems caused by Customer’s negligence, abuse or misapplication, use of Services other than as specified by Launchable or other causes beyond the control of Launchable; (iv) third party or Customer products not provided by Launchable. 

Definitions.

  • “Business Hours” 9-5 Pacific Times on regular business days.
  • “Error” means an error in the Service which significantly degrades such Service’s performance.
  • “Error Correction” means the use of reasonable commercial efforts to correct Errors.
  • “Fix” means the repair or replacement of Services code or documentation to remedy an Error.
  • “Priority 1 Error” means an Error which causes Customer’s production use of the Services to be stopped, or so severely impacted that Customer cannot reasonably continue use of the Services.
  • “Priority 2 Error” means an Error which causes important Service features to be unavailable with no acceptable Workaround, but Customer’s production use is continuing.
  • “Priority 3 Error” means an Error which causes important Service features to be unavailable, but a Workaround is available, or less significant Service features to be unavailable with no reasonable Workaround, but Customer’s production use is continuing.
  • “Priority 4 Error” means any Error which is not a Priority 1 Error, Priority 2 Error, or Priority 3 Error.
  • “Workaround” means a change in the procedures followed or data supplied by Customer to avoid an Error without substantially impairing Customer’s use of the Services.

THESE TERMS AND CONDITIONS CONSTITUTE A SERVICE CONTRACT AND NOT A PRODUCT WARRANTY. ALL SERVICES AND MATERIALS RELATED THERETO ARE SUBJECT EXCLUSIVELY TO THE WARRANTIES SET FORTH IN THE WRITTEN AGREEMENT BETWEEN LAUNCHABLE AND CUSTOMER WITH RESPECT THERETO. THIS ATTACHMENT IS AN ADDITIONAL PART OF SUCH AGREEMENT AND DOES NOT CHANGE OR SUPERSEDE ANY TERM OF SUCH AGREEMENT EXCEPT TO THE EXTENT UNAMBIGUOUSLY CONTRARY THERETO.

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