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Support Agreement Appendix

Support Agreement Appendix

Laravel Holdings Inc. (“Laravel”, “we” and “our”) values its customers and intends to provide reliable support for its customers’ use of the Service. This Support Agreement Appendix (“Appendix”) describes the support offered by Laravel under the Order Form or other agreement executed by Laravel to which this Appendix is attached (the “Agreement”). Capitalized terms not otherwise defined herein shall have the corresponding meaning set forth in the Agreement.

We provide updates regarding certain status changes with respect to the Service via our Status Page located at https://status.laravel.cloud/. Please check the Status Page before seeking additional support hereunder.

The provisions herein shall remain applicable only during the period in which the Customer maintains an active, fully-paid subscription to the Services, and continues to adhere to the terms and conditions set forth in this Appendix and the Agreement.

Customer support services for third party products distributed by Laravel may follow alternate support policies and are typically provided and delivered by the third-party provider; Laravel has no obligations under this Appendix with respect thereto.

Customer Support services are primarily available in English language. Laravel uses commercially reasonable efforts to provide support services in certain other languages to address common Customer needs, subject to staffing availability, and in Laravel’s sole discretion unless otherwise mutually agreed in an Order Form with Customer.

Customer Support services are available to all Customers during Business Hours.

  1. DEFINITIONS
    • “Business Days” means Monday through Friday, excluding U.S. federal and State of New York holidays.
    • “Business Hours” mean 9 a.m to 5 p.m Eastern Standard Time or Eastern Daylight Savings Time, whichever is then in effect at the applicable moment of consideration, on Business Days.
    • “Customer” means an individual or organization that is authorized by Laravel to use Laravel’s Service platform to host their web application.
    • “End User” means the individual who visits the Customer’s website to access the Customer’s application hosted using the Laravel Service platform.
    • “Excluded Events” are described in Section 5.
    • “Help Request” means a Customer’s request for assistance with answers to general questions related to the Service.
    • “Incident” means the Service, when properly used by authorized users in a production environment in accordance with the applicable documentation, is not working in all material respects in conformance with the applicable documented specifications on the Service due to one or multiple technical errors, excluding Excluded Events.
    • Misconfiguration, non-conformities and other errors generated by or relating to a Customer’s custom code are not considered Incidents.
    • “Priority Level” means the applicable Ticket priority level designation within Laravel’s Customer Support ticketing system, as further described in Section 4.
    • “Self-Service Resource” means any authorized tool, document, or online platform provided by Laravel that allows Customers to find information or resolve issues independently, without requiring direct assistance from a Laravel Customer Support agent.
    • “Service(s)” for purposes of this Appendix (and notwithstanding anything else in the Agreement) means the components of the online web-based SaaS platform production environments hosted by Laravel and licensed to an applicable Customer pursuant to an Agreement, which serves content to the Customer’s websites and applications.
    • The Service(s) for purposes of this Appendix do not include Implementation Services or other professional services;
    • deliverables under a Statement of Work; third-party APIs, CLIs, SDKs, User Content or other components that were not created by Laravel;
    • beta, evaluation, trial, or similar pre-GA components; or any testing, demo, QA or UAT environments.
    • “Ticket” means a written Incident or Help Request submitted by the Customer to Laravel’s Customer Support Team, through an applicable designated support channel, as further described in Section 4.2 below.
  2. SUPPORTING YOUR END-USERS

    Regardless of a Customer’s Service subscription, Customers must manage support services for their own End Users. If, after using reasonable efforts in good faith, Customer is unable to diagnose or resolve problems or issues in its use of our Services, Customer may request the applicable Support services from Laravel described in this Appendix and relevant to Customer’s Service subscription, by utilizing the applicable designated support channel, as further described in Section 4.2 below.

  3. SELF-SERVICE RESOURCES

    Laravel may provide certain Self-Service Resources to Customers. Self-Service Resources may include, without limitation or obligation:

    • Documentation: User manuals, guides, and tutorials for the Service platform;
    • Knowledge Base A searchable database of articles, FAQs, and troubleshooting tips and tricks;
    • Public Community: An online community forum where Customers can interact with each other, share experiences, and seek assistance from other users. All discussions in the community forum serve as a shared resource to help other Laravel customers. Our Customer Support team may, but has no obligation to, monitor questions and discussions in the community forum. Support within the community forum is offered to Customers in accordance with our Terms of Service; and/or
    • Chat with AI A virtual assistant that can provide automated support and answer common questions.
  4. TICKET SUBMISSION
    1. 4.1 Reporting of Incidents. Customer shall promptly report any observed Incidents to Laravel via an applicable Ticket Submission Channel described below, and in doing so shall initially identify the Incident as a Priority Level 1, 2, 3, or 4 Incident based on Customer’s initial good faith evaluation in accordance with the Priority Level descriptions below.
    2. 4.2 Ticket Submission Channels. All Tickets shall be submitted through the official Laravel Customer Support channels applicable to the Customer’s applicable Service subscription. E-mail ([email protected]) and Web Form channels are available as the default for all Service subscriptions.
    3. 4.3 Priority Level Determination. Laravel and Customer shall cooperate in good faith to jointly determine whether an Incident is a Priority Level 1, 2, 3 or 4 based on the descriptions below; provided, however, that if Laravel and Customer cannot reach a joint determination despite such good faith cooperation, Laravel’s determination made in good faith will control. Laravel may downgrade the Priority Level of support requests in its sole reasonable discretion; for example, if a temporary resolution is provided to mitigate the impact of an Incident, resulting in the reduced severity of the matter; or if the Customer fails to provide the information or assistance reasonably requested by Laravel.
      Priority Level Description
      Level 1 – Urgent Total Loss of Service due to an Incident with no workaround available, and excluding Excluded Events. Examples include, but are not limited to:
      • Incidents impacting all Customers of the Service, with no workaround available; and
      • causes production deployment on the Service to be inaccessible for all Customers.
      Level 2 – High Incident causes material or significant loss of Service, impacting a significant number of Customers, with no workaround available, and excluding Excluded Events. A material Service impact is not a total loss of Service, but the Incident causes a severe issue with the Service that blocks essential processes and usage of the Service for a significant number of Customers, with no workaround available, excluding Excluded Events. An example includes, but is not limited to, an Incident causes production deployments to fail to build on the Services platform.
      Level 3 – Medium Incident causes non-material Service impact or Incident significantly impedes anticipated work for some but not all Customers, excluding Excluded Events, such as, without limitation:
      • Incident causes difficulty verifying a domain for usage on the Services; and
      • Incident causes Service integration to not function for some Customers as indicated in the documentation.
      Level 4 – Low Incident impacts Service in a non-significant fashion, that has no or little effect on the productive use of the Service, excluding Excluded Events. This Priority Level also includes Incidents described in the higher Priority Levels if a workaround with similar functionality is available.
  5. EXCLUDED EVENTSAND CUSTOMER OBLIGATIONS
    1. Excluded Events. Notwithstanding anything else, Laravel has no responsibility hereunder if, and will not be liable for failure to perform any of its respective obligations hereunder if, an Incident, failure or delay is caused by an event outside its reasonable control, including but not limited to, Force Majeure Events described in the Agreement, internet outage and outages and errors caused by third party vendors, modifications of the Service(s) by any person other than Laravel or a person acting at Laravel’s direction, outages or Incidents caused by failure of Customer to meet the Customer obligations in the Agreement or under Section 5.2 below, failure of Customer’s or a third party’s infrastructure, software or connectivity, computer and telecommunications failures and delays, network intrusions or denial-of-service or other criminal attacks, or act of a third party not under contract with Laravel (including the failure or refusal of Customer or a Customer affiliates or supplier to provide Laravel with access to information required to provide the Services). Laravel support services do not include debugging custom code or third-party code or services. For example, our support services do not include providing warnings with respect to or responding to Incidents or other undesirable behavior that result from third-party scripts or services. Laravel reserves the right to limit support to a reasonable number of Customer representatives and to reasonably qualified personnel.
    2. Customer Obligations. Laravel’s support obligations under this Appendix are conditioned upon Customer meeting the following obligations:
      • Customer shall provide Laravel with all information and assistance reasonably requested by Laravel to resolve any Incidents reported by the Customer;
      • Customer will provide Laravel, as soon as reasonably possible, with all relevant information for any given Incident, as applicable and known, including but not limited to: Priority Level, rapid response requested by date as appropriate, response/failure files and logs, step-by-step screenshots that demonstrate the Incident, screencast recordings of the Incident where applicable under Customer standards and guidelines, the time of the incident, the amount of time a system action takes to complete (or timeout), users involved in each step, frequency of error, consistency of error, replicability of error, etc., in each case to the extent Customer is permitted to disclose such information to Laravel. Customer will provide Laravel with any new or changed information regarding the Incident in a timely fashion;
      • Customer shall use reasonable efforts to consolidate all further communication about an Incident via the method agreed with Laravel;
      • In the case of Priority Level 1 - Urgent Incidents, Customer shall use reasonable efforts to make appropriate personnel available on a timely basis.
  6. SPECIFIC SUPPORT CASES
    1. Billing Issues. If you believe your invoice or billing receipt is incorrect, please contact our Customer Support team before filing a dispute with your Payment Processor. If you file a payment dispute before notifying us, we are limited in terms of the action we can take to resolve the matter. Once a dispute has been made with the Payment Processor, the Account associated with the dispute (and all deployments thereunder) may be suspended until the dispute has been resolved. Requests for billing corrections must be made within six (6) months of the date of the invoice or are waived by you. Terminated and deleted accounts are ineligible for refunds.
    2. Domain Registrations. All domain purchases and renewals are final and non-refundable. If a domain renewal is missed due to non-payment, recovery of the expired domain, where possible, may incur a redemption charge, in addition to the renewal fee. In accordance with ICANN rules, domains transferred away from Laravel must have been registered with Laravel for sixty (60) days or more. Once the transfer authorization code has been used, it can take up to ten (10) days for the domain transfer to be completed. DNS for your projects must be configured as described in our documentation. It may be necessary for Customer to reconfigure Customer’s site and DNS in accordance with the foregoing before we can assist with any related issues.
  7. ETIQUETTE

    All interactions with Laravel’s Customer Support team must be conducted in a professional and respectful manner. Any communication determined in Laravel’s sole discretion to be inappropriate, including but not limited to use of abusive language or profanities, may result in the termination of Customer Support services and Laravel’s obligations under this Appendix. Laravel shall have no liability to Customer in connection with any such termination and no refunds will be due or owing in connection therewith.

Last updated: February 24, 2025