October 7, 2022 – Support Policy and Service Level Agreement

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ARCHIVE Support Policy and Service Level Agreement

This is an archived version of our Support Policy and Service Level Agreement from October 7, 2022. View the current version here.

This Snowflake Support Policy and Service Level Agreement (“Support Policy”) describes Snowflake’s support and Service level offering in connection with Customer-reported bugs, defects or errors in the Service (“Error(s)”). Snowflake shall provide technical support for the Service (“Support”) in accordance with this Support Policy and the applicable written subscription agreement between Snowflake and Customer for the Service (“Agreement”). Customer shall receive Snowflake’s general Support offering, “Premier Support,” or Snowflake’s enhanced offering, “Priority Support,” as designated in the applicable Order Form (“Support Level”). 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 (“Premier Support”). **Customer shall designate at least one primary contact who will have administrator privileges and may designate additional contacts (“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 (“Snowflake Support”) shall implement follow-the-sun case management for handling Severity Level 1 requests for help with Service-related issues (each such request is a “Support Case”) 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 web page hosting the community forums and Support portal located at https://community.snowflake.com (or such successor URL as may be designated by Snowflake; 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.