Support Plans
Support Plans
Last updated: August 20, 2026
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 |
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| Support Portal Access resources, submit support cases and feature requests |
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| 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 | |||
| LangChain OSS Enterprise customers receive support for LangChain, LangGraph, DeepAgents open-source issues in addition to LangSmith 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.
| Severity | Type | Definition |
|---|---|---|
| Sev 1 | Service Unavailable | Total outage or failure rendering use of the Service impossible. |
| Sev 2 | Service Degraded | Severe degradation without a workaround when the overall Service remains operational. |
| Sev 3 | Service Impacted | Partial functionality issues or non-blocking bugs. |
| Sev 4 | Minor Service Impacted | Error with low-to-no impact on the access to or use of the Subscription. General questions or feature enhancement requests. |
Advanced Support Features
LangChain OSS
LangChain Enterprise customers receive support for LangChain, LangGraph, DeepAgents open-source issues in addition to LangSmith support.
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.
| Guidance & Architecture | Operationalization |
|---|---|
| - Roadmap: Refining AI use cases based on business impact, build effort, and capability stacking - Approach: Guidance on scalable and robust agent architectures leveraging the LangChain ecosystem - Best Practices: Advising on agent development, testing, and deployment within your team |
- Improvement: Techniques to refine prompts and narrow down traces to increase accuracy, effectiveness, and cost efficiency - Assurance: Guiding appropriate evaluations to baseline and improve quality and reliability - Closed Loops: Best practices for incorporating operational feedback throughout the lifecycle of the agent |
| Agent Development | Infrastructure & Performance |
| - Design: Guidance on solution design and development patterns appropriate for specific use cases - Process: Approaches for continuous integration and deployment of agents |
- Optimization: Reviewing performance bottlenecks and recommending infrastructure or design changes - Sizing: Assisting with infrastructure allocations and scaling forecasts |
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.’
- 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).
- LangChain shall provide a 5-day advance written notice of any scheduled service disruption via LangChain Status Pages.
- 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:
| Quarterly uptime percentage | Service credit |
|---|---|
| <99.5% but >=99% | 10% of quarterly fees |
| <99% | 20% of quarterly fees |
LangSmith BYOC Uptime and Reliability
- 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.'
- 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).
- Provider shall provide a 5-day advance written notice of any scheduled service disruption via LangChain Status Pages.
- 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:
| Quarterly uptime percentage | Service credit |
|---|---|
| <99.5% but >=99% | 10% of quarterly fees |
| <99% | 20% of quarterly fees |
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