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Support Policy and Service Level Agreement

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Skip to content Support Policy and Service Level Agreement Last Updated: September 28, 2026 | Previous Versions This Support Policy describes Snowflake’s support and Service level offering in connection with Errors. Snowflake shall provide Support in accordance with this Support...

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Support Policy and Service Level Agreement

Last Updated: September 28, 2026 | Previous Versions

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.

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Что и когда меняли в этой оферте?

Добавлено

  • Добавлено: II. RPO ASSURANCE FOR FAILOVER GROUPS
  • Добавлено: “RPO Assurance” is a feature of the Service that provides continuous replication for failover groups as described in the Documentation. For each covered Replication Pair, Snowflake will keep Replication Lag at or below the applicable recovery point objective target specified in the Documentation (“RPO Target”) with a Monthly RPO Percentage as shown in Table 6 (the “RPO Assurance Feature Level”). If Snowflake fails to meet the RPO Assurance Feature Level for a covered Replication Pair, Customer, as its sole and exclusive remedy, will receive the Feature Level Credits in Table 6 for that Replication Pair, subject to Section II of the Support Policy.
  • Добавлено: A Replication Pair is covered while RPO Assurance is enabled and the Replication Pair meets the eligibility and coverage requirements in the Documentation.
  • Добавлено: **Table 6: **RPO Assurance Feature Level Credits
  • Добавлено: Monthly RPO Percentage
  • Добавлено: Feature Level Credits
  • Добавлено: Less than 99.9% but equal to or greater than 99.0%
  • Добавлено: 3x Average Daily Replication Credits
  • Добавлено: Less than 99.0% but equal to or greater than 95.0%
  • Добавлено: 5x Average Daily Replication Credits
  • Добавлено: Less than 95.0%
  • Добавлено: 7x Average Daily Replication Credits
  • Добавлено: “Average Daily Replication Credits” means Customer’s Snowflake Credit consumption for RPO Assurance for a Replication Pair in the applicable calendar month, divided by the number of days in that month.
  • Добавлено: A “Covered Minute” is a minute during which a Replication Pair is covered.
  • Добавлено: The “Monthly RPO Percentage” is the percentage of Covered Minutes in a calendar month during which Replication Lag, as measured under the Documentation, does not exceed the RPO Target. A Replication Pair with no Covered Minutes in a month has no Feature Level Failure for that month.
  • Добавлено: “Replication Lag” is the age of the most recent snapshot applied to a secondary failover group, measured from when the snapshot was taken on the primary failover group. Snowflake measures Replication Lag each minute from its replication records, as described in the Documentation.
  • Добавлено: A “Replication Pair” means a primary failover group and one of its secondary failover groups.
  • Добавлено: February 24, 2026 – Support Policy and Service Level Agreement

Изменено

  • Изменено: Было **Last Updated:** February 24 , 2026 | **Previous Versions** Стало **Last Updated:** September 28 , 2026 | **Previous Versions**
  • Изменено: Было **“Feature Level” **is defined as the availability commitment(s) for a Feature, as described in Appendix A. Стало **“Feature Level” **is defined as the availability or performance commitment(s) for a Feature, as described in Appendix A.
  • Изменено: Было **“Total HA Instance Credits**” is defined as Customer’s actual Snowflake Credit consumption for a given HA Instance in the calendar month in which the Snowflake Postgres Feature Level Failure occurred .**** Стало **“Total HA Instance Credits**” is defined as Customer’s actual Snowflake Credit consumption for a given HA Instance in the calendar month in which the Snowflake Postgres Feature Level Failure occurred .

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Skip to content Support Policy and Service Level Agreement Last Updated: February 24, 2026 | Previous Versions This Support Policy describes Snowflake’s support and Service level offering in connection with Errors. Snowflake shall provide Support in accordance with this Support P...

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