Support levels
Weaviate Cloud (WCD) offers multiple levels of support. You have the flexibility to choose the level of support that you need.
Service levels
Sandboxes and self-hosted clusters are not eligible for paid support.
Paid support is available for Serverless Clusters, Weaviate Enterprise SaaS, and Bring your Own Cloud clusters.
For Serverless instances, the default support level is Standard support. You are automatically enrolled for Standard support when you create a Serverless cluster. To switch to another level, contact our sales team
For Weaviate Enterprise SaaS and Bring your Own Cloud clusters, contact our sales team to discuss which level of support is right for you.
Standard support
Standard support is email based and is available during business hours.
Monitoring. The WCD team monitors your cluster.
Severity determines incident response time:
| Severity | Criteria | Response Time |
|---|---|---|
| 1 - Critical | Issues that are critical and require immediate attention, causing widespread disruption or outages. | 1 business day |
| 2 - High | High-priority problems that can impact service functionality or performance for a subset of users. | 2 business day |
| 3 - Medium | Medium-priority concerns that affect service functionality or performance for a limited number of users or use cases. | 3 business day |
| 4 - Low | Lower urgency and impact, causing minor inconveniences or issues for individual users. | 5 business day |
Professional support
Professional support is email based and is available 24 hours a day, seven days a week.
Severity 1 and Severity 2 incident response includes a follow up phone call.
Monitoring The WCD team monitors your cluster.
Severity determines incident response time:
| Severity | Criteria | Response Time |
|---|---|---|
| 1 - Critical | Issues that are critical and require immediate attention, causing widespread disruption or outages. | 4 hours |
| 2 - High | High-priority problems that can impact service functionality or performance for a subset of users. | 8 hours |
| 3 - Medium | Medium-priority concerns that affect service functionality or performance for a limited number of users or use cases. | 1 business day |
| 4 - Low | Lower urgency and impact, causing minor inconveniences or issues for individual users. | 2 business days |
For details, refer to your support agreement.
Business critical support
Business critical support is available 24 hours a day, seven days a week. Support is email based.
Telephone hotline available 24 hours a day, seven days a week for escalations.
Severity 1, Severity 2, and Severity 3 incident response includes a follow up phone call.
Monitoring. The WCD team monitors your cluster.
Severity determines incident response time:
| Severity | Criteria | Response Time |
|---|---|---|
| 1 - Critical | Issues that are critical and require immediate attention, causing widespread disruption or outages. | 1 hour |
| 2 - High | High-priority problems that can impact service functionality or performance for a subset of users. | 4 hours |
| 3 - Medium | Medium-priority concerns that affect service functionality or performance for a limited number of users or use cases. | 8 hours |
| 4 - Low | Lower urgency and impact, causing minor inconveniences or issues for individual users. | 1 business day |
For details, refer to your support agreement.
Sandboxes
Sandboxes are not eligible for paid support. For help with a sandbox instance, try one of these resources:
Pricing
Serverless clusters are billed monthly. The monthly charge for an cluster depends on resource usage. Your support level is a factor in the monthly cost, but you are not charged per support incident.
Each support level (SLA) has a billing rate. WCD counts the objects in your cluster and multiples that number by the rate for your SLA level. WCD adjusts the number if compression is enabled. The result is your usage charge.
If you have a high availability cluster (HA), WCD multiples the usage charge by three to account for the additional resources.
There is a minimum monthly charge at each SLA level. If your usage charge is less than the monthly minimum, Weaviate charges you the monthly minimum cost. If your usage charge is higher than the minimum value for your SLA, Weaviate charges you for your cluster usage.
To estimate costs for different combinations of usage levels and SLAs, see the pricing calculator.
Support
For help with Serverless, Enterprise SaaS, and Bring Your Own Cloud accounts, contact Weaviate support directly to open a support ticket.
For questions and support from the Weaviate community, try these resources:
To add a support plan, contact Weaviate sales.