Support Plans

A comprehensive overview of the LangChain support along with associated onboarding, education, and advisory capabilities.

A key distinction among the support offerings lies in the level of supplementary resources, guidance, and assistance provided to the users. These differences cover the depth of support available for troubleshooting and maintenance, the scope of education materials like tutorials and documentation for learning the framework, and the extent of advisory services offered, which could include architectural recommendations or strategic integration consultations.

LangSmith Support Plans

Feature	Base	Standard	Premium
Applicable for	Monthly Pay-as-you Go Usage	Annual or Multi-year contracts
Technical Support
Sev 1 — Service Unavailable Total outage or failure rendering use of the Service impossible	4 hoursBusiness Hours	2 hoursBusiness Hours	30 minutes24x7x365
Sev 2 — Service Degraded Severe degradation without a workaround when the overall Service remains operational	—	4 hoursBusiness Hours	2 hours24x7x365
Sev 3 — Service Impacted Partial functionality issues or non-blocking bugs	—	2 business daysBusiness Hours	1 business dayBusiness Hours
Sev 4 — Minor Service Impacted Error with low-to-no impact on access or use of the Subscription, general questions or feature requests	—	2 business daysBusiness Hours	2 business daysBusiness Hours
Access Channels
Email & In-App Support
Knowledge Base and Chat Agent Browse our knowledge base and ask questions to our chat agent
Support Portal Access resources, submit support cases and feature requests
Premium Support Portal Prioritize, and track support cases	—	—
Slack / Teams Channel Dedicated channel for direct messaging with the LangChain support team	—	—
Phone Escalation Direct phone access for Sev 1 escalations	—	—
Advanced Support
Proactive Monitoring Monitoring of your cloud organization for elevated error rates or high resource usage	—	—
Support Reviews Recurring account reviews covering SLA performance, ticket trends, and upcoming releases	—	—
Escalation Management Dedicated escalation path with prioritized access to LangChain engineers for critical issues	—	—
Knowledge Resources
Documentation & Status Page
LangChain Community & Developer Center
LangChain Academy
Onboarding
Onboarding Resources, checklists, async support channels to get started	—	Self-Service	Guided
Education
Self-Paced Learning Access to LangChain Academy courses and pre-requisite training material	—
Instructor-Led Enablement Menu of live workshop sessions covering core product knowledge and agent engineering best practices	—	—	Included
Advisory
Assigned AI Engineer Assigned AI Engineer working with your team from ideation to operationalization of agents	—	—	Included

Business Hours are defined as 8:00 AM – 8:00 PM Monday through Friday EST/EDT, excluding US Federal Holidays. Response times in the table above are intended for Initial Response of a technical support request.

Detailed Definitions

This section provides in-depth, detailed descriptions of the various capabilities and features. These elaborations serve to fully delineate the scope, function, and purpose of each capability referenced in the comparative analysis table provided above. They are intended to offer a complete understanding of how each component operates within the LangChain framework, including its primary responsibilities, integration points, and overall contribution to the system's functionality.

Support Issue Severity

LangChain classifies each support request according to the severity definitions below and will use reasonable commercial efforts to address the issue in accordance with the applicable SLA.

Advanced Support Features

Proactive Monitoring

LangChain monitors your cloud organization for potential issues such as elevated error rates or high resource usage, alerting you proactively to complement your operational visibility and help prevent performance issues before they impact your workloads.

Support Reviews

A recurring meeting to review your high-priority support tickets, analyze SLA trends, and recap any major root-cause analyses. Reviews also include advance notice of upcoming releases and coordination of self-hosted upgrade windows.

Escalation Management

For highest-severity issues, LangChain provides a dedicated phone line for authorized users to page the support team. This provides prioritized access to LangChain engineers who will join a call to resolve the issue as quickly as possible, minimizing downtime and business impact during critical situations.

Onboarding

Dedicated resources to help you navigate LangSmith setup, configuration, and operations. Onboarding is included for all customers with annual contracts.

Self-Service Onboarding

Access to guides covering quick start tutorials, advanced configuration, and production best practices. Guides also include operational setup for access controls, user provisioning, and data retention policies. LangChain teams available on-demand for technical go-live support to ensure internal users are onboarded properly.

Guided Onboarding

Dedicated, one-on-one sessions covering quick start tutorials, advanced configuration, and production best practices. White-glove includes SSO integration support to connect your identity provider and enable seamless authentication. Collaborative operational setup for tailored access controls, user provisioning, and data retention policies.

Education

Guided workshop offerings to equip your team with core product knowledge and best practices across the agent engineering lifecycle on the LangSmith Platform.

Self-Paced Learning

Access to LangChain Academy courses and training materials including quickstart guides, foundation courses, and hands-on project modules.

Instructor-Led Enablement

Virtual enablement sessions led by LangChain AI Specialists. Workshops may cover:

• Overview of LangSmith: Equip audience with core product knowledge of the LangSmith Agent Engineering Platform through the lens of a production agent application.
• Building Agents: Agent building blocks and features including tool calling, persistence, state, streaming, and human-in-the-loop patterns using LangChain and LangGraph.
• Offline Evaluation: Best practices and common approaches for evaluating agent performance using datasets, experiments, and error analysis.
• Deployment & Online Evaluation: How to deploy and monitor agents in production while establishing online evaluation feedback mechanisms for continuous improvement.
• Deep Agents Deep Dive: Learn how to build agents that can plan, use subagents, and leverage file systems for complex, long-running tasks.

Instructor-Led Enablement is included with select annual contracts and available as standalone engagements.

Advisory

LangChain AI Engineers work in close collaboration with the Customer to impart best practices, establish guidelines, facilitate troubleshooting, and conduct reviews pertaining to the development and deployment of scalable, robust, and operationally efficient AI applications utilizing the LangChain ecosystem. An Assigned AI Engineer is allocated to support the Customer's team from ideation to operationalization of Agents.

Advisory is included with the select annual contracts. Unused hours remaining at the end of the Subscription Term are forfeited.

LangSmith SaaS Uptime and Reliability

SaaS Solution Up-Time and Reliability. LangChain will use reasonable commercial efforts to provide 99.5% API uptime (“Available” or “Availability”) for SaaS products, measured on a quarterly basis for the Solution. A minute during a quarter is considered ‘down’ if more than 50% of API calls to the LangChain during that minute do not return success (specifically, they return a 5xx error code). API uptime is calculated by subtracting from 100% the percentage of minutes during the quarter that are ‘down.’ 

1. Uptime also excludes: (i) scheduled maintenance downtime; and (ii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or caused by other forces beyond the control of LangChain (such as internet outages or outages with respect to Customer’s network or internet access or other Force Majeure events). 
2. LangChain shall provide a 5-day advance written notice of any scheduled service disruption via LangChain Status Pages. 
3. In the event of any unexcused downtime, LangChain will credit the prorated amount to the Customer’s next invoice. Service credits for unexcused downtime will be calculated in accordance with the following table:

LangSmith BYOC Uptime and Reliability

1. BYOC Solution Up-Time and Reliability. Provider will use reasonable commercial efforts to provide 99.5% API uptime ("Available" or "Availability") for LangSmith BYOC control plane, measured on a quarterly basis for the Solution. A minute during a quarter is considered 'down' if more than 50% of API calls to the Provider during that minute do not return success (specifically, they return a 5xx error code). API uptime is calculated by subtracting from 100% the percentage of minutes during the quarter that are 'down.' 
2. Uptime also excludes: (i) scheduled maintenance downtime; (ii) any downtime due to defects caused by Customer, one of its vendors, third party connections, utilities, or caused by other forces beyond the control of Provider (such as internet outages or outages with respect to Customer's network or internet access or other Force Majeure events).
3. Provider shall provide a 5-day advance written notice of any scheduled service disruption via LangChain Status Pages.
4. In the event of any unexcused downtime, Provider will credit the prorated amount to the Customer’s next invoice. Service credits for unexcused downtime will be calculated in accordance with the following table: