Support and SLA
Standard support
Each Enterprise license includes a dedicated Slack or Teams channel with the LiteLLM engineers. Use the channel for help with integration, deployment, and provider problems.
The support hours are 9am to 9pm PST, Monday through Friday. Standard support does not include a guaranteed response time.
You can also send an email to support@berri.ai.
24/7 support SLAs
If your team must get a guaranteed response time at all hours, you can buy 24/7 support SLAs for an additional fee.
| Severity | Response SLA |
|---|---|
| Sev 0. 100% of production traffic fails | 1 hour |
| Sev 1. Partial production impact | 6 hours |
| Sev 2 to 3. Setup problems and bugs that are not urgent | 24 hours (7am to 7pm PT, Monday through Saturday) |
| Security patches | 72 hours |
Custom SLAs are available on request. Book a demo to discuss your requirements.
What support covers
Support covers the problems that LiteLLM owns, for example the behavior of documented features, stability defects, and security patches. Your team owns the environment and the custom code that you add to the gateway. Refer to the Shared responsibility model.
LiteLLM supports the four most recent stable minor lines. If your version is older, upgrade first. Refer to Version support.
Report a security vulnerability
Do not use the support channel to report a vulnerability. File a private report through GitHub Security Advisories. Refer to Data privacy and security.
