Support Packages
Weights & Biases offers comprehensive technical support with three tiers: Standard, Standard Plus, and Premium. Enterprise customers can select the option that best fits their needs. Standard Plus adds onboarding, a dedicated success team, and Slack or MS Teams support. The Premium package includes all Standard Plus features plus enhanced collaboration—feature prioritization, roadmap sessions, early beta access—along with faster response times and 24/7 coverage. Please contact our sales team for more information.
Compare plans
Standard
Standard Plus
Premium
Cost
Included at no additional cost with all deployment options
Additional fees vary by deployment option and instance size.
Additional fees vary by deployment option and instance size. Required for Customer-Managed deployments. Reach out to our team for specifics.
Business Hours
15/5 Coverage
02:00 – 17:00 PST
Monday – Friday
15/5 Coverage
02:00 – 17:00 PST
Monday – Friday
24/7 “Follow the Sun” Coverage
00:00 – 23:59 PST
Monday – Sunday
Dedicated Technical Success Team
AI Solutions Engineer, Solutions Architect
AI Solutions Engineer, Solutions Architect, Dedicated Support Team
Initial Support Response Time
P0: 4 business hours
P1: 12 business hours
P2/P3: 24 business hours
P0: 4 business hours
P1: 12 business hours
P2/P3: 24 business hours
P0: 1 business hour
P1: 2 business hours
P2/P3: 4 business hours
Support Update Time
24hr – Weekly depending on severity
24hr – Weekly depending on severity
12hr – 72hr depending on severity
Available Channels
Email, Public Forums
Email, In-App Chat, Slack or Microsoft Teams
Email, In-App Chat, Slack or Microsoft Teams
Custom Onboarding & Training
Monthly Usage Reports
Collaboration on Feature Prioritization
On-site Support
Custom Workshops
Early beta access to new features
Product Roadmap Sessions Quarterly
Access to W&B engineering team