Anyscale Support
Proactive, responsive and expert support to help you get the most out of Anyscale, the best platform to run your ML & GenAI workloads.
Benefits of Anyscale Support
Faster Responses
Get your deployment and workload issues quickly resolved so you can realize the full value of the Anyscale platform.
Expert Advice
Get help from an experienced Support engineer with escalation to Ray subject matter experts.
Proactive Outreach
Stay informed and receive alerts from the comprehensive system telemetry generated by Anyscale-managed clusters.
Anyscale Support Offerings
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
Developer
For exploratory workloads
Enterprise
For production workloads
Platinum
For mission-critical workloads
SLAs
Initial Response times based on issue severity & support tier
Severity 1
Production system is down or severely impacted such that routine operation is impossible and there are no workarounds
Severity 2
Production issue where the system is functioning but in degraded or restricted capacity and workarounds if available are cumbersome
Severity 3
Issue where normal business operations are not impacted, or where there are reasonable workarounds
Severity 4
Request for information or feature request with no impact on business operations
Support Service Hours
Severity 2, 3 and 4: 6 AM–6 PM (Pacific time) on business days
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 submitters
Technical contacts who can submit tickets via email or Chat
Dedicated Chat Support
e.g. Slack or Teams available during business hours / days
Dedicated Technical Account Manager
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 development.
Designated Field Engineer
Advisory services for guided 45-day onboarding, scheduled check-ins, ticket reviews, proactive sharing of product updates and best-practices
Escalation Management
Escalation process, if needed, to fast-track issue resolution
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 development. | - | - | |
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 | - |
- Support business hours are Monday through Friday from 6 AM to 6 PM (Pacific time), excluding U.S. federal holidays.
- "Contact" means a unique named user at customer (whether by email address, chat ID); accounts may not be shared.
- Chat Support channel is not covered under the Support SLA response times.
- Additional advisory or training services beyond what is included in a Support Offering can be purchased as Professional Services or Training Services which will be delivered by our Professional & Training Services team.
- Severity 1 issues must be submitted via Emergency email (shared with Enterprise and Platinum Support customers) with a detailed description of the issue.