SNOWFLAKE
SUPPORT POLICY AND SERVICE LEVEL AGREEMENT SNOWFLAKE
KEBIJAKAN DUKUNGAN DAN PERJANJIAN TINGKAT LAYANAN
Last Updated: 10 March 2025
Terakhir Diperbarui: 10 Maret 2025
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, ' Snowflake Support , 1 ' 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). The language of this Support Policy is English and Bahasa. In the event of a conflict between the English and Bahasa text, the English shall govern.
Kebijakan Dukungan dan Perjanjian Tingkat Layanan Snowflake ini ('Kebijakan Dukungan') memuat penawaran dukungan Snowflake dan tingkat Layanan sehubungan dengan bug, kerusakan, atau kesalahan yang dilaporkan Pelanggan di dalam Layanan (' Kesalahan ') . Snowflake akan menyediakan dukungan teknis untuk Layanan (" Dukungan ") sesuai dengan Kebijakan Dukungan ini dan perjanjian berlangganan tertulis yang berlaku antara Snowflake dan Pelanggan untuk Layanan (' Perjanjian '). Pelanggan akan menerima penawaran Dukungan umum Snowflake, "Dukungan Snowflake¹", atau penawaran Snowflake yang ditingkatkan, "Dukungan Prioritas", yang ditentukan dalam Formulir Pemesanan yang berlaku (' Tingkat Dukungan ') . Namun, Snowflake dapat menyediakan dukungan terbatas lebih banyak untuk percobaan gratis dan penggunaan evaluasi dari Layanan berdasarkan diskresinya. Snowflake dapat memperbaharui Kebijakan Dukungan ini dari waktu ke waktu. Istilah dengan huruf kapital yang tidak didefinisikan dalam Kebijakan Dukungan ini memiliki pengertian yang sama yang diberikan kepadanya dalam Perjanjian (termasuk adenda, kebijakan dan ketentuan lainnya yang direferensikan di dalam dokumen ini). Bahasa Kebijakan Dukungan ini adalah Bahasa Inggris dan Bahasa Indonesia. Dalam hal terdapat pertentangan antara teks Bahasa Inggris dan Bahasa Indonesia, maka Bahasa Inggris yang akan berlaku.
- I. Support
- I. Dukungan
- 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.
- A. Pengujian . Sebagaimana dijelaskan lebih lanjut dalam Dokumentasi, Snowflake memiliki proses yang dirancang untuk melakukan pengujian dan validasi yang kuat sebelum peluncuran masing-masing Layanan dilakukan untuk meminimalkan Kesalahan.
- B. General Support Offering . 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 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