February 24, 2026 – Support Policy and Service Level Agreement

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ARCHIVE Support Policy and Service Level Agreement - 2026-02-24

This is an archived version of our Support Policy and Service Level Agreement from February 24, 2026. View the current version here.

This Support Policy describes Snowflake’s support and Service level offering in connection with Errors. Snowflake shall provide Support in accordance with this Support Policy and the Agreement. Customer shall receive the Support Level as designated in the applicable Order Form. However, Snowflake may provide more limited support for free trial and evaluation use of the Service in its discretion. Snowflake may update this Support Policy from time to time.

Capitalized terms not defined in this Support Policy have the meaning given to them in the Agreement (including its associated addenda, policies and other terms referenced therein).

I. Support

**A. Testing. **As further described in the Documentation, Snowflake has processes designed to perform robust testing and validation before each Service release to minimize Errors.

**B. General Support Offering. **Customer shall designate at least one Primary Contact; the Primary Contact may designate Customer Contact(s). Snowflake shall provide English-speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Support Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the Subscription Term. Snowflake shall also provide the specific entitlements for the corresponding Support Level procured by Customer, as further described in this Support Policy and the tables below. Snowflake’s Support team shall implement follow-the-sun case management for handling Severity Level 1 Support Cases to better facilitate uninterrupted support by utilizing Snowflake Support across multiple time zones. If Customer reasonably believes Snowflake Support is failing to provide timely and commercially reasonable responses in accordance with this Support Policy, Customer may escalate the Support Case using the support escalation process described in the Snowflake Community. Escalated Support Cases will be directed to Snowflake’s management team for consideration.

**C. Contacting Snowflake Support. **Customer Contacts may contact Snowflake Support for assistance with Support Cases by the following methods: (1) submitting a Support request in the web interface of the Service as described in the Documentation; (2) submitting a Support request to the Snowflake Community; or (3) if unable to access the web interface or the Snowflake Community, Customer Contacts 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. All Customer Contacts must be reasonably proficient in the use and functionality of the Service and familiar with the Documentation, and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.

**D. Submission of Support Cases. **Each Support Case shall: (1) designate the Severity Level of the Error in accordance with the definitions in Table 1; (2) identify the Account that experienced the error; (3) include information sufficiently detailed to allow Snowflake Support to effectively assess 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 (4) provide accurate contact information for the Customer Contact(s) most familiar with the issue. The Customer Contact(s) shall also give Snowflake any other important Support Case information in a timely manner. Information submitted pursuant to a Support Case is not Customer Data. Unless Customer expressly designates the Severity Level, the Support Case will have a default designation of 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 a Customer Contact submits a Support Case related to enhancement or feature requests, Snowflake will deem the Support Case closed once the request has been forwarded internally.