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