Proactive, responsive and expert support to help you get the most out of Anyscale, the best platform to run your ML & GenAI workloads.
Get your deployment and workload issues quickly resolved so you can realize the full value of the Anyscale platform.
Get help from an experienced Support engineer with escalation to Ray subject matter experts.
Stay informed and receive alerts from the comprehensive system telemetry generated by Anyscale-managed clusters.
Anyscale provides a set of support offerings that are designed to meet your technical and business needs. As an Anyscale customer, you can contact Anyscale for support via email or live chat based on your support plan
For exploratory workloads
For production workloads
For mission-critical workloads
Initial Response times based on issue severity & support tier
Production system is down or severely impacted such that routine operation is impossible and there are no workarounds
Production issue where the system is functioning but in degraded or restricted capacity and workarounds if available are cumbersome
Issue where normal business operations are not impacted, or where there are reasonable workarounds
Request for information or feature request with no impact on business operations
(email support, access to documentation, Status Page, Ray community Slack & Discourse forum)
Technical contacts who can submit tickets via email or Chat
e.g. Slack or Teams available during business hours / days
Customer SME within Anyscale who can provide advice for onboarding, ticket reviews, proactive product updates, proactive support, performance tuning, and a single point of contact for escalation management. Support for specific feature developments
Advisory services for guided 45-day onboarding, scheduled check-ins, ticket reviews, proactive sharing of product updates and best-practices
Escalation process, if needed, to fast-track issue resolution
Assistance by qualified Anyscale Ray software engineers in troubleshooting issues on the Anyscale Platform
DeveloperFor exploratory workloads | EnterpriseFor production workloads | PlatinumFor mission-critical workloads | |
|---|---|---|---|
SLAsInitial Response times based on issue severity & support tier | Initial response times | Initial response times | Initial response times |
Severity 1Production system is down or severely impacted such that routine operation is impossible and there are no workarounds | Not Applicable for Production Environments | 1 hr | 30 minutes |
Severity 2Production issue where the system is functioning but in degraded or restricted capacity and workarounds if available are cumbersome | within 1 business day | 4 hrs | 2 hrs |
Severity 3Issue where normal business operations are not impacted, or where there are reasonable workarounds | within 1 business day | within 1 business day | within 1 business day |
Severity 4Request for information or feature request with no impact on business operations | within 1 business day | within 1 business day | within 1 business day |
Support Service Hours | 6 AM–6 PM (Pacific time) on business days | Severity 1: 24x7x365 Severity 2, 3 and 4: 6 AM–6 PM (Pacific time) on business days | Severity 1: 24x7x365 Severity 2, 3 and 4: 6 AM–6 PM (Pacific time) on business days |
Standard Support(email support, access to documentation, Status Page, Ray community Slack & Discourse forum) | |||
Number of case submittersTechnical contacts who can submit tickets via email or Chat | 5 | Unlimited | Unlimited |
Dedicated Chat Supporte.g. Slack or Teams available during business hours / days | |||
Dedicated Technical Account ManagerCustomer SME within Anyscale who can provide advice for onboarding, ticket reviews, proactive product updates, proactive support, performance tuning, and a single point of contact for escalation management. Support for specific feature developments | - | - | |
Designated Field EngineerAdvisory services for guided 45-day onboarding, scheduled check-ins, ticket reviews, proactive sharing of product updates and best-practices | - | ||
Escalation ManagementEscalation process, if needed, to fast-track issue resolution | - | ||
Anyscale Ray Engineering SupportAssistance by qualified Anyscale Ray software engineers in troubleshooting issues on the Anyscale Platform | up to 4 hrs / month | up to 8 hrs / month | up to 20 hrs / month |