Last updated: February 3, 2025
This Support Policy (“Policy”) is made a part of and incorporated by reference into the Master Service Agreement (“Agreement”) between W&B and Customer. Any capitalized terms not defined in this Policy shall have the meanings provided in the Agreement.
(i) “Priority Level 0” refers to an Error where the Production Application cannot be used because critical features of the Production Application are failing, all or a substantial portion of mission critical training is at a significant risk of loss and no workaround is immediately available.
(ii) “Priority Level 1” refers to an Error where a major functionality of the Production Application is impacted or significant performance degradation occurs. There is a high impact on business operations. A short-term workaround is available, but not preferred.
(iii) “Priority Level 2” refers to an Error where the Production Application is moderately impaired, but a workaround is available.
(iv) “Priority Level 3” refers to non-critical Errors, general questions or requests for enhancements to the Software or Service.
The hours, support channels and response goals are set forth below. If W&B determines that an Error has occurred after receiving a Support request, W&B will assign a priority level to such Error and will use commercially reasonable efforts to respond in accordance with the tables below. W&B calculates all response times from the Start Time.
Standard Support
Standard Support applies unless the Order Form explicitly provides for Premium Support.
Standard Support is available Monday through Friday, excluding national holidays, as follows:
a. Enterprise Customers (excluding Japan and Korea): 2AM to 5PM US Pacific Time
b. Enterprise Customers in Japan and Korea: 9AM to 5PM Japan Standard Time (Support available in Japanese and Korean)
c. All other Customers: 9AM to 5PM US Pacific Time
Customer must notify W&B via email at support@wandb.com.
Priority Level | Initial Response | Update Response |
0 | 4 hours | 24 hours |
1 | 12 hours | Weekly |
2 | 24 hours | Weekly |
3 | 24 hours | Weekly |
Premium Support
Premium Support is available 24/7.
Customer must notify W&B via email at support@wandb.com or another official support channel designated by W&B.
Priority Level | Initial Response | Update Response |
0 | 1 hour | 12 hours |
1 | 2 hours | 24 hours |
2 | 4 hours | 48 hours |
3 | 4 hours | 72 hours |
W&B’s obligation to provide Support is conditioned upon Customer providing information and cooperation to W&B as reasonably required by W&B, including making reasonable efforts to resolve the Error after consulting with W&B and procuring, installing and maintaining all equipment, software or hardware necessary to operate the Software or Service.
W&B will have no obligation to provide Support to the extent that such Error arises from or relates to: (a) modifications to the Software or Service by any party other than W&B; (b) use of the Software or Service in a computing environment that does not meet the system requirements set forth in the Documentation; (c) failure of the Software or Service to interoperate with any other software or systems, except to the extent that such interoperability is expressly authorized in the Documentation; (d) breakdowns, fluctuations or interruptions in electric power or the telecommunications network; (e) any Error that is not reproducible by W&B; (f) Customer’s equipment or third-party products, equipment or services; (g) Customer’s violation of the Agreement, or (h) Beta features.
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