Weights & Biases customer support policy

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W&B Legal

Support Policy

Last updated: September 24, 2025

This Support Policy (“Policy”) is made a part of and incorporated by reference into the Master Service Agreement (“Agreement”) between W&B and Customer. Any capitalized terms not defined in this Policy shall have the meanings provided in the Agreement.

1. Definitions

• “Error” means a reproducible failure of the Software or Service to perform in substantial conformity with the Documentation.

• Priority Levels:

(i) “Priority Level 0” refers to an Error where the Production Application cannot be used because critical features of the Production Application are failing, all or a substantial portion of mission critical training is at a significant risk of loss and no workaround is immediately available.

(ii) “Priority Level 1” refers to an Error where a major functionality of the Production Application is impacted or significant performance degradation occurs. There is a high impact on business operations. A short-term workaround is available, but not preferred.

(iii) “**Priority Level 2” **refers to an Error where the Production Application is moderately impaired, but a workaround is available.

(iv) “Priority Level 3” refers to non-critical Errors, general questions or requests for enhancements to the Software or Service.

• “Production Application” means the live, operational version of the Software or Service in active use by end users.

• “Start Time” means the time at which W&B first becomes aware of an Error during W&B’s Support hours, following receipt of a Support request submitted by Customer in accordance with this Policy.

2. Response Goals.

The hours, support channels and response goals are set forth below. If W&B determines that an Error has occurred after receiving a Support request, W&B will assign a priority level to such Error and will use commercially reasonable efforts to respond in accordance with the tables below. W&B calculates all response times from the Start Time.

Standard Support and Standard Support Plus

Standard Support applies unless the Order Form explicitly provides for Standard Support Plus or Premium Support.

Standard Support and Standard Support Plus are available Monday through Friday, excluding national holidays, as follows:

a. Enterprise Customers: 6AM to 9PM local time b. All other Customers: 9AM to 5PM local time

Customer must notify W&B via email at support@wandb.com.

Priority Level

**Initial Response **

**Update Response **

0

4 hours

24 hours

1

12 hours

Weekly

2

24 hours

Weekly

3

24 hours

Weekly

Premium Support **

Premium Support is available 24/7.

Customer must notify W&B via email at support@wandb.com or another official support channel designated by W&B.

Priority Level

**Initial Response **

**Update Response **

0

1 hour

12 hours

1

2 hours

24 hours

2

4 hours

48 hours

3

4 hours

72 hours

3. Customer Obligations.

W&B’s obligation to provide Support is conditioned upon Customer providing information and cooperation to W&B as reasonably required by W&B, including making reasonable efforts to resolve the Error after consulting with W&B and procuring, installing and maintaining all equipment, software or hardware necessary to operate the Software or Service.