Priority Support Services Description

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Priority Support Services Description

Last Updated: August 28, 2025

1. Overview

Priority Support is a paid support offering that provides subscribing customers with a higher level of engagement, guidance, and oversight from Snowflake support personnel than what is available from other Snowflake support offerings, as further described herein, with the objective of helping each subscribing customer optimize its use of the Service and operational support from Snowflake.

This document describes the benefits of the Priority Support offering. For more information on other Snowflake support levels and SLAs, please reference the Snowflake Support Policy and Service Level Agreement (“Support Policy”) at https://www.snowflake.com/en/legal/. For clarity, the Priority Support services described herein will be provided in accordance with the Support Policy.

2. Priority Support Benefits

The Priority Support offering includes the following benefits:

Benefit Area Benefit Description Platform Monitoring Query Performance Monitoring Snowflake support personnel will periodically review and monitor query performance in Customer’s production workloads and report findings and recommendations to Customer, for improving performance, preventing recurring issues, and reducing inefficient processes. Platform Monitoring Cost Performance Monitoring Snowflake support personnel will periodically analyze Customer’s warehouse configuration and utilization and report findings and recommendations to Customer for improving the performance and usage of production workloads. Platform Monitoring User & Account Health Snowflake support personnel will schedule reviews with Customer with the objective of improving adherence to Snowflake’s best practices in the areas of User and Account setup. Named Support Point of Contact Case Quality and Management Snowflake will designate a Snowflake support point of contact for Customer. This point of contact will work with Customer to better understand Customer’s Snowflake implementation and business impact, identify trends and complex production issues, identify root cause issues, and deliver RCAs in accordance with Snowflake’s internal procedures. The frequency of interactions will be mutually agreed upon by Customer and the Snowflake point of contact. Enhanced Support Experience Critical Event Management Provided that Customer notifies the Snowflake point of contact at least two (2) weeks prior to a critical event in Customer’s business operations, Snowflake’s designated support point of contact will align and prepare internal Snowflake support and engineering resources to support each such critical event, with the objective of minimizing disruptions for Customer’s Users. Enhanced Support Experience Critical Issue Management Automatic escalation to Snowflake engineering and support leadership for Severity Level 1 issues as described in the Support Policy. Enhanced Support Experience Senior Level Support Engineers Customer’s Severity Level 1 and Severity Level 2 issues (as described in the Support Policy) will be referred to senior Snowflake support engineers for handling. Enhanced Support Experience 24/7 Coverage for Critical & High Severity Support Cases Severity Level 1 & Severity Level 2 issues are worked by Snowflake support personnel around the clock using a “follow the sun” model, in which issues are handed over across support regions for continuous work until resolution, ensuring uninterrupted attention for these issues.