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Databricks Support Tiers

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

Business

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

Receive support responses according to issue severity.

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

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 SLACK CHANNEL**

Per customer dedicated Slack channel 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 Slack 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

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

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
business 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

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 SLACK CHANNEL**

Per customer dedicated Slack channel 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 Slack 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

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

Receive support responses according to issue severity.

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

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 SLACK CHANNEL**

Per customer dedicated Slack channel 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 Slack 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

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

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
business 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 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 		1st contact response
time: within 1
business day 		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 SLACK CHANNEL**

Per customer dedicated Slack channel 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 Slack 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 Monday through Friday excluding US holidays, from 9AM to 6PM in customer’s choice of local North America, Central Europe (CET), Singapore/China (SGT/CST) or Australia Eastern (AET) Timezone.
**Slack channel is not covered under the Support SLA response times.
† “Contact” means a unique named user at Customer (whether by email address or Slack ID); accounts may not be shared.
†† Additional assistance beyond the original limits can be purchased as consulting services at any time and 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 forums. Support is not available to address performance issues on Databricks Jobs Light Compute