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Politique d'assistance de Databricks

Databricks propose un certain nombre de plans qui vous permettent de bénéficier d'un support dédié
et un service ponctuel pour la plateforme Databricks et Apache Spark™

Feature
Business
Enhanced
Production
Mission Critical
Multicloud Support

Support for Databricks on permitted Cloud Service Providers and Databricks-powered services; complimentary Success Credits available based on commitment size

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Single-Cloud Support

Support for platform services on a single-chosen Cloud Service Provider

Support Portal Access

Online repository of documentation, guides, best practices and more

Updates and Patches

Receive updates, bug fixes and patches without impact to your business

Service Level Agreement (SLA)

Receive support responses according to issue severity

Initial Response Time

Mission Critical Severity

A mission-critical production system is down or severely impacted such that routine operation is impossible

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—

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Within 15 minutes

Standard Support Severity 1

Production system is down or severely impacted such that routine operation is impossible

Within 1
business day

Within 4 hours

Within 1 hour

Within 1 hour

Standard Support Severity 2

Production issue where the system is functioning but in degraded or restricted capacity

Within
1 business day

Within 4 hours

Within 2 hours

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

Within 1
business day

Within 4 hours

Standard Support Severity 4

Request for information or feature request with no impact on business operations

Within 1
business day

Support Service Hours

Live support during customer's choice of time zone

9 AM–6 PM,
business days

9 AM–6 PM,
business days

Severity 1 and 2: 24x7x365

Severity 3 and 4: 9 AM–6 PM, business days

Severity 1 and 2: 24x7x365

Severity 3 and 4: 9 AM–6 PM, business days

Databricks Standard Support

Limited to break-fix support for the Databricks platform

Databricks Chat Support Channel

Per customer dedicated real-time messaging (e.g., Slack, Microsoft Teams) channel available during business hours for informal communication between the two teams, such as basic questions and information exchange

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Optional Upgrade

Max Number of Technical Contacts

The number of technical contacts with access to the Databricks Help Center or Chat Support channel (if available)

2

4

8

16

Databricks Support for Spark

Prioritized access to the world's leading Spark technical experts for troubleshooting problems using the product and services

Up to 2
hours/month

Up to 4
hours/month

Up to 8
hours/month

Up to 8
hours/month

Additional Benefits — Mission Critical
Proactive Monitoring

Proactive monitoring of workspace-level health metrics by the Databricks Support Operations team

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—

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Escalation Management

Direct access to Databricks Escalation Managers for cases with mission critical severity

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—

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Support Services for Multi-Cloud Training (MCT, formerly MosaicML) Platform Services

  • Supported Customers who subscribe to Business or Enhanced tier Support Services for MCT Platform Services will receive Production-level SLA benefits during scheduled Hero Reservations.
  • Unsupported Customers who schedule Hero Reservations must purchase standalone Hero Reservation Support for the period of their Hero Reservation. Customers with standalone Hero Reservations support will receive Production-level SLA benefits during the period of their Hero Reservation with the following differences:
Spark Support

No

Max Number of Technical Contacts

2

Définitions et termes

  • Les heures d'ouverture du support sont du lundi au vendredi, de 9h à 18h (fuseaux horaires de l'Amérique du Nord (EST/CST/PST/MST), de l'Europe centrale (CET), de Singapour/Chine (SGT/CST) et du fuseau horaire de l'Australie orientale (AET)). Les heures d'ouverture du support excluent les jours fériés locaux dans chaque fuseau horaire.
  • Chat Support Canal de distribution n'est pas couvert par le support SLA.
  • On entend par "contact" un utilisateur unique nommé chez les clients (qu'il s'agisse d'une adresse électronique ou d'un identifiant de chat) ; les comptes ne peuvent pas être partagés.
  • Pour les problèmes de gravité critiques signalés, Databricks désignera un gestionnaire d'escalade pour surveiller et superviser la résolution des cas et fournir des mises à jour aux clients sur une base récurrente de 15 minutes.
  • Une assistance supplémentaire, au-delà de ce qui est inclus dans un plan d'assistance, peut être achetée sous la forme de services consultatifs qui seront fournis par notre équipe de services professionnels.
  • Si aucun support n'est spécifié dans une commande, le support du client est limité à la documentation publique et aux ressources ouvertes sur le centre d'aide Databricks.
  • Consultez les ressources disponibles dans le manuel d'assistance aux clients pour plus d'informations sur les définitions, les processus et les termes relatifs à l'assistance ( information ).

Pour accélérer vos projets de données, nous vous recommandons nos abonnements Guided Success qui complètent le support en vous fournissant une assistance continue de la part d'un expert Databricks, des recommandations proactives et un coaching technique.