Business | |
---|---|
MULTI-CLOUD SUPPORTSupport for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size |
-- |
SINGLE-CLOUD SUPPORTSupport for Platform Services on a single-chosen Cloud Service Provider |
Yes |
SUPPORT PORTAL ACCESSOnline repository of documentation, guides, best practices, and more. |
Yes |
Updates & PatchesReceive updates, bug fixes, and patches without impact to your business. |
Yes |
SERVICE LEVEL AGREEMENT (SLA)Receive support responses according to issue severity. |
Initial Response Time |
Standard Support Severity 1Production system is down or severely impacted such that routine operation is impossible |
1st contact response time: within 1 business day |
Standard Support Severity 2Production issue where the system is functioning but in degraded or restricted capacity |
1st contact response time: within 1 business day |
Standard Support Severity 3Issue where minor functionality is impacted or a development issue occurs |
1st contact response time: within 1 business day |
Standard Support Severity 4Request for information or feature request with no impact on business operations |
1st contact response time: within 1 business day |
SUPPORT SERVICE HOURSLive support during customer’s choice of time zone. |
9am – 6pm, Business Days* |
DATABRICKS STANDARD SUPPORTLimited to break-fix support for the Databricks platform. |
Yes |
DATABRICKS CHAT SUPPORT CHANNEL**Per customer dedicated real-time messaging (e.g., Slack, MSFT Teams) channel available during business hours* for informal communication between the two teams, such as basic questions and information exchange. |
No |
MAX NUMBER OF TECHNICAL CONTACTS†The number of technical Contacts with access to the Databricks Help Center or Chat Support Channel (if available) |
2 |
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† |
Enhanced | |
---|---|
MULTI-CLOUD SUPPORTSupport for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size |
Yes |
SINGLE-CLOUD SUPPORTSupport for Platform Services on a single-chosen Cloud Service Provider |
Yes |
SUPPORT PORTAL ACCESSOnline repository of documentation, guides, best practices, and more. |
Yes |
Updates & PatchesReceive updates, bug fixes, and patches without impact to your business. |
Yes |
SERVICE LEVEL AGREEMENT (SLA)Receive support responses according to issue severity. |
Initial Response Time |
Standard Support Severity 1Production system is down or severely impacted such that routine operation is impossible |
1st contact response time: within 4 Hours |
Standard Support Severity 2Production issue where the system is functioning but in degraded or restricted capacity |
1st contact response time: within 1 business day |
Standard Support Severity 3Issue where minor functionality is impacted or a development issue occurs |
1st contact response time: within 1 business day |
Standard Support Severity 4Request for information or feature request with no impact on business operations |
1st contact response time: within 1 business day |
SUPPORT SERVICE HOURSLive support during customer’s choice of time zone. |
9am – 6pm, Business Days* |
DATABRICKS STANDARD SUPPORTLimited to break-fix support for the Databricks platform. |
Yes |
DATABRICKS CHAT SUPPORT CHANNEL**Per customer dedicated real-time messaging (e.g., Slack, MSFT Teams) channel available during business hours* for informal communication between the two teams, such as basic questions and information exchange. |
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) |
4 |
DATABRICKS' SUPPORT FOR SPARK††Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services. |
Up to 4 hours/month† |
Production | |
---|---|
MULTI-CLOUD SUPPORTSupport for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size |
Yes |
SINGLE-CLOUD SUPPORTSupport for Platform Services on a single-chosen Cloud Service Provider |
Yes |
SUPPORT PORTAL ACCESSOnline repository of documentation, guides, best practices, and more. |
Yes |
Updates & PatchesReceive updates, bug fixes, and patches without impact to your business. |
Yes |
SERVICE LEVEL AGREEMENT (SLA)Receive support responses according to issue severity. |
Initial Response Time |
Standard Support Severity 1Production system is down or severely impacted such that routine operation is impossible |
1st contact response time: within 1 Hour |
Standard Support Severity 2Production issue where the system is functioning but in degraded or restricted capacity |
1st contact response time: within 4 Hours |
Standard Support Severity 3Issue where minor functionality is impacted or a development issue occurs |
1st contact response time: within 1 business day |
Standard Support Severity 4Request for information or feature request with no impact on business operations |
1st contact response time: within 1 business day |
SUPPORT SERVICE HOURSLive support during customer’s choice of time zone. |
Severity 1 & 2: 24x7x365, Severity 3 & 4: 9am – 6pm, Business Days* |
DATABRICKS STANDARD SUPPORTLimited to break-fix support for the Databricks platform. |
Yes |
DATABRICKS CHAT SUPPORT CHANNEL**Per customer dedicated real-time messaging (e.g., Slack, MSFT Teams) channel available during business hours* for informal communication between the two teams, such as basic questions and information exchange. |
Yes |
MAX NUMBER OF TECHNICAL CONTACTS†The number of technical Contacts with access to the Databricks Help Center or Chat Support Channel (if available) |
8 |
DATABRICKS' SUPPORT FOR SPARK††Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services. |
Up to 8 hours/month† |
Feature | Business | Enhanced | Production |
---|---|---|---|
MULTI-CLOUD SUPPORTSupport for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size |
-- | Yes | Yes |
SINGLE-CLOUD SUPPORTSupport for Platform Services on a single-chosen Cloud Service Provider |
Yes | Yes | Yes |
SUPPORT PORTAL ACCESSOnline repository of documentation, guides, best practices, and more. |
Yes | Yes | Yes |
Updates & PatchesReceive updates, bug fixes, and patches without impact to your business. |
Yes | Yes | Yes |
SERVICE LEVEL AGREEMENT (SLA)Receive support responses according to issue severity. |
Initial Response Time | ||
Standard Support Severity 1Production system is down or severely impacted such that routine operation is impossible |
1st contact response time: within 1 business day |
1st contact response time: within 4 Hours |
1st contact response time: within 1 Hour |
Standard Support Severity 2Production issue where the system is functioning but in degraded or restricted capacity |
1st contact response time: within 1 business day |
1st contact response time: within 4 Hours |
|
Standard Support Severity 3Issue where minor functionality is impacted or a development issue occurs |
1st contact response time: within 1 business day |
||
Standard Support Severity 4Request for information or feature request with no impact on business operations |
|||
SUPPORT SERVICE HOURSLive support during customer’s choice of time zone. |
9am – 6pm, Business Days* |
9am – 6pm, Business Days* |
Severity 1 & 2: 24x7x365, Severity 3 & 4: 9am – 6pm, Business Days* |
DATABRICKS STANDARD SUPPORTLimited to break-fix support for the Databricks platform. |
Yes | Yes | Yes |
DATABRICKS CHAT SUPPORT CHANNEL**Per customer dedicated real-time messaging (e.g., Slack, MSFT Teams) channel available during business hours* for informal communication between the two teams, such as basic questions and information exchange. |
No | Optional Upgrade | Yes |
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 |
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† |