December 10, 2021 – Support Policy and Service Level Agreement

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ARCHIVE Support Policy and Service Level Agreement - 2021-12-10

This is an archived version of our Support Policy and Service Level Agreement from December 10, 2021. View the current version here.

This Snowflake Support Policy and Service Level Agreement (“Policy”) describes Snowflake’s support offering (“Snowflake Support”) in connection with Customer reported bugs, defects, or errors in the Service (“Error(s)”). Snowflake Support shall be provided in accordance with the written subscription agreement under which Snowflake provides its cloud data platform as entered into by and between you (“Customer”) and Snowflake (“Agreement”). Customer shall receive Premier Support or Priority Support as designated in the applicable Order Form (“Support Level”). This Policy may be updated by Snowflake from time to time. Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement.

****** I. **Support

****1. Services. As part of providing the services and as further described in the Documentation, Snowflake has processes designed to perform robust testing and validation before each release to minimize Errors.

**2. General Support Offering. **Customer shall designate one primary contact who will have administrator privileges and may designate additional contacts (“Customer Contacts”). Snowflake shall provide English-speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Snowflake shall also provide the specific entitlements for the corresponding Support Level procured by Customer as further described in this Policy and the tables below. Details for Priority Support are described in the Priority Support Services Description at www.snowflake.com/en/legal, which is incorporated herein by this reference.

**3. Contacting Snowflake Support. **Customer Contacts may contact Snowflake Support by: (a) submitting a support request to the Snowflake webpage hosting the community forums and support portal located at https://community.snowflake.com (or such successor URL as may be designated by Snowflake) (such website, the “Snowflake Community”) and designating the appropriate severity level according to Table 1 below, (b) submitting a support request in the web interface as described in the Documentation, (c) submitting the support request to support@snowflake.com if Customer Contacts cannot access the Snowflake Community, or (d) in the event Customer Contacts cannot access Snowflake Community or email, they may contact Snowflake Support by phone at the intake phone number identified in the Snowflake Community solely for purposes of having the support request submitted on their behalf (each a “Support Case”). All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Snowflake Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.

**** **4. Submission of Support Cases. **Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer Account that experienced the error, (c) include information sufficiently detailed to allow Snowflake Support to attempt to duplicate the Error (including any relevant error messages, but not export-controlled data, personal data (other than as required herein), sensitive data, other regulated data, or Customer Data), and (d) provide contact information for the Customer Contact most familiar with the issue. Information submitted in a Support Case is not Customer Data. The Customer Contact shall also give Snowflake any other important Support Case information in a timely manner. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level 4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enhancement or feature requests, Snowflake shall treat those tickets as closed once the request has been forwarded internally.