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Politica di supporto Databricks

Databricks offre una serie di piani che garantiscono un supporto dedicato e un'assistenza tempestiva per la piattaforma Databricks e Apache Spark
e un servizio tempestivo per la piattaforma Databricks e 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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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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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

Definizioni e termini

  • L'orario di lavoro dell'assistenza va dal lunedì al venerdì, dalle 9.00 alle 18.00 (fuso orario del Nord America (EST/CST/PST/MST), Europa centrale (CET), Singapore/Cina (SGT/CST) e Australia Eastern (AET)). Gli orari di lavoro del supporto escludono le festività locali in ogni fuso orario.
  • Il canale di assistenza via chat non rientra nei tempi di risposta dello SLA di assistenza.
  • Per "contatto" si intende un utente nominativo unico di clienti (indirizzo email, ID chat); gli account non possono essere condivisi.
  • Per i problemi di gravità mission-critical segnalati, Databricks assegnerà un Escalation Manager per monitorare e supervisionare la risoluzione dei casi e fornire aggiornamenti ai clienti su base ricorrente di 15 minuti.
  • L'assistenza aggiuntiva rispetto a quella inclusa in un piano di assistenza può essere acquistata come servizi di consulenza, che saranno forniti dal nostro team di servizi professionali.
  • Se in un ordine non viene specificata l'assistenza, il supporto del cliente si limita alla documentazione pubblica e alle risorse aperte del centro assistenza Databricks.
  • Per ulteriori informazioni sulle definizioni, i processi e i termini dell'assistenza, consultare le risorse disponibili nel nostro Manuale dell'assistenza clienti.

Per accelerare i vostri progetti sui dati, vi consigliamo i nostri abbonamenti Guided Success, che integrano il supporto fornendovi un'assistenza continua da parte di un esperto Databricks, consigli proattivi e coaching tecnico.