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Databricks Support Policy

Databricks provides a number of plans that provide you with dedicated support
and timely service for the Databricks platform and Apache Spark.

Business

MULTI-CLOUD SUPPORT

Support for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size

 --

SINGLE-CLOUD SUPPORT

Support for Platform Services on a single-chosen Cloud Service Provider

 Yes

SUPPORT PORTAL ACCESS

Online repository of documentation, guides, best practices, and more.

 Yes

Updates & Patches

Receive 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 1

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

 1st contact response
time: within 1
business day

Standard Support Severity 2

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

 1st contact response
time: within 1
business day

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

 1st contact response
time: within 1
business day

Standard Support Severity 4

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

 1st contact response
time: within 1
business day

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

 9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited 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 SUPPORT

Support for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size

 Yes

SINGLE-CLOUD SUPPORT

Support for Platform Services on a single-chosen Cloud Service Provider

 Yes

SUPPORT PORTAL ACCESS

Online repository of documentation, guides, best practices, and more.

 Yes

Updates & Patches

Receive 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 1

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

 1st contact response
time: within 4 Hours

Standard Support Severity 2

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

 1st contact response
time: within
1 business day

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

 1st contact response
time: within 1
business day

Standard Support Severity 4

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

 1st contact response
time: within 1
business day

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

 9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited 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 SUPPORT

Support for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size

 Yes

SINGLE-CLOUD SUPPORT

Support for Platform Services on a single-chosen Cloud Service Provider

 Yes

SUPPORT PORTAL ACCESS

Online repository of documentation, guides, best practices, and more.

 Yes

Updates & Patches

Receive 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 1

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

 1st contact response
time: within
1 Hour

Standard Support Severity 2

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

 1st contact response
time: within
4 Hours

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

 1st contact response
time: within 1
business day

Standard Support Severity 4

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

 1st contact response
time: within 1
business day

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

 Severity 1 & 2: 24x7x365,
Severity 3 & 4: 9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited 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 SUPPORT

Support for Databricks on permitted Cloud Service Providers and Databricks-Powered Services; Complimentary Success Credits available based on commitment size

 -- Yes Yes

SINGLE-CLOUD SUPPORT

Support for Platform Services on a single-chosen Cloud Service Provider

 Yes Yes Yes

SUPPORT PORTAL ACCESS

Online repository of documentation, guides, best practices, and more.

 Yes Yes Yes

Updates & Patches

Receive 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 1

Production 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 2

Production 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 3

Issue where minor functionality is impacted or a development issue occurs

 1st contact response
time: within 1
business day

Standard Support Severity 4

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

SUPPORT SERVICE HOURS

Live 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 SUPPORT

Limited 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†

* Support business hours are from Monday through Friday, from 9AM to 6PM (North America timezones (EST/CST/PST/MST), Central Europe (CET), Singapore/China (SGT/CST) and Australia Eastern (AET) Timezone). Support business hours exclude local holidays in each timezone.
**Chat Support channel is not covered under the Support SLA response times.
† “Contact” means a unique named user at Customer (whether by email address, chat ID); accounts may not be shared.
†† Additional assistance beyond the original limits can be purchased as Advisory Services which will be delivered by our professional services team.
If no support is specified in an Order, Customer’s support shall be limited to public documentation and open resources on the Databricks Help Center.
View the resources available through our Customer Support Handbook for more information on support definitions, processes and terms.

To accelerate your data projects, and receive proactive health checks plus technical coaching and enablement, we recommend our Customer Success Subscriptions which complement Support by providing you with a named Customer Success Engineer.​