Support policy
Label beside the titleLast revised [date]
How a case is classified, what is in scope, and how it is worked. Response targets for each severity and package are set out in the product data sheet and the subscription agreement, which reference this page for Label beside the title.
Severity definitions
| Severity | Definition | Examples |
|---|---|---|
| Severity 1 | Production down, or a security incident in progress | Engine will not start on a supported build; active exploitation of a published advisory |
| Severity 2 | Production degraded with no workaround; a security advisory affecting your branch | Throughput collapse after a configuration change; a critical advisory with no mitigation yet applied |
| Severity 3 | Non-production issue, or a workaround is available | Upgrade-path question; a defect with a known configuration workaround |
| Severity 4 | Question, documentation, enhancement request | Tuning guidance; a request for a new validated model profile |
Coverage by package
| Coverage detail | Base | Enhanced | Premium |
|---|---|---|---|
| Coverage | Business hours | Business or extended hours | Business, extended or round-the-clock |
| Versions covered | Latest two upstream releases | Your LTS branch for its published lifetime | Your LTS branch, with extended lifecycle and branch overlap |
| Security fixes | Next upstream build | Upstream fixes backported to your branch | Backported, plus our own patch when upstream is silent; day-zero advisories |
| Contact | Support queue | Support queue | Named engineer and periodic review |
| Tuner cases Early access | Not applicable Early access | Recommend-only and basic control Early access | Full tuner operation and savings reporting Early access |
| Inference Reliability cases In development | Not applicable In development | Not applicable In development | Included as it ships In development |
| Response targets | Per severity and package, in the product data sheet and subscription agreementRequest the data sheet | ||
Scope
- 01
In scope.
Installation, configuration, upgrades between supported builds, performance tuning of the engine, defects in the distribution, the tuner and Inference Reliability on validated platforms and accelerators, and security advisories affecting your branch.
- 02
Out of scope, with help finding the boundary.
Application code, prompt and model quality, and issues in the underlying Kubernetes distribution, cloud service or driver, which we work jointly with the respective vendor.
- 03
Escalation.
Every case can be escalated to the engineers who build the branches and contribute to upstream SGLang.
- 04
Diagnostics.
The redacted offline diagnostics bundle captures configuration, versions, GPU state, logs and metrics for a time window, with secrets removed and sharing gated on your consent, so a case can be worked without access to your cluster.
- 05
Evaluation builds.
Builds from the public mirror carry no support; documentation and the community channel apply.
- 06
Entitlement.
Cases are opened through the customer portal, which checks entitlement against the GPUs under subscription.