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  • Platform
    • Workloads
    • Platform Overview
    • Snowflake Data Marketplace
    • What is the Data Cloud
    Many Data Workloads, One Platform
    • Data Warehouse

      Accelerate your analytics with the data platform built to enable the modern cloud data warehouse

    • Data Lake

      Make your data secure, reliable, and easy to use in one place

    • Data Engineering

      Build simple, reliable data pipelines in the language of your choice

    • Data Science

      Accelerate your workflow with near-unlimited access to data and data processing power.

    • Data Applications

      Simplify developing data-intensive applications that scale cost-effectively, and consistently deliver fast analytics

    • Data Sharing

      Share and collaborate on live data across your business ecosystem

    A Modern Data Platform

    Find out what makes Snowflake unique thanks to an architecture and technology that enables today’s data-driven organizations.

    Learn More
    • Architecture
    • Security and Trust
    • Pricing
    What Makes Snowflake Data Marketplace Unique?

    Securely access live and governed data sets in real time, without the risk and hassle of copying and moving stale data.

    Learn More Watch Demo

    Best Practices in Privacy-Preserving Collaboration

    • June 27 at 10 a.m. PT: Retail and CPG
    • June 28 at 10 a.m. PT: Healthcare and Life Sciences
    • June 29 at 10 a.m. PT: Financial Services
    • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
    Data Cloud: Where Data Thrives

    Join the ecosystem where Snowflake customers securely share and consume shared data with each other, and with commercial data providers and data service providers.

    Learn More
    • Rise of the Data Cloud Podcast
    • Become a Member of the Data Cloud Academy
    Quick Links
    • 11 Best Practices for Data Engineers
    • Data Management and the Data Lake: Advantages of a Single Platform Approach
    • 5 Best Practices for Data Warehouse Development
    • A Cloud Data Platform for Data Science
    • How to build powerful data applications
    • Explore Snowflake Data Marketplace
    Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
    I want to…
    • Watch Snowday, Snowflake's Winter Product Announcement Event Today
    • Hear from Snowflake customers
    • Unite my enterprise with a modern cloud data platform
    • Download Cloud Data Platforms For Dummies
    • Use one cloud data platform for all my analytic needs
    • Learn about Snowflake pricing
    612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
    I want to...
    • Access third-party and personalized data sets
    • List my data sets and services as a provider
    • Request new data sets and providers
    • Watch a tutorial video to get started
    Improve Marketing Analytics with Snowflake and iKnowlogy Learn More
    Watch Snowday, Snowflake's Winter Product Announcement Event Today
    Watch Now
    Snowflake Summit 2022 is all about The World of Data Collaboration. Come join us! Learn More
  • Solutions
    • Industry Solutions
    • Department Solutions
    • Financial Services

      Personalize customer experiences, improve efficiencies, and better mitigate risk

    • Advertising, Media & Entertainment

      Provide highly personalized content and experiences to your consumers

    • Healthcare & Life Sciences

      Build a healthier future with virtually all of your data informing your every decision

    • Retail & CPG

      Deliver 360º, data-driven customer experiences

    • Technology

      Deliver insights, power innovation, and scale effortlessly

    • Public Sector

      Use data to power IT modernization, advance your mission, and improve citizen services

    • Education

      Leverage data to power educational excellence and drive collaboration

    • Manufacturing

      Power innovation through IoT and AI, maximize supply chain efficiency, and improve production quality with data

    How Snowflake Delivers to the Department

    Whether its marketing analytics, a security data lake, or another line of business, learn how you can easily store, access, unite, and analyze essentially all your data with Snowflake.

    • Marketing Analytics

      Gain 360° customer views, create relevant offers, and produce much higher marketing ROI

    • Security Data Lake

      Empower your cybersecurity and compliance teams with Snowflake.

    • Product Development

      Quickly create data-intensive applications without operational overhead

    • IT

      Drive agility, business transformation, and employee experience with the Data Cloud

    Quick Links
    • How retailers use data collaboration to support business outcomes
    • Hear from Snowflake customers in my industry
    • Little Book of Big Success - Financial Services
    • Learn how Snowflake supports Data Driven Healthcare
    • Cloud Data Platform for Federal Government Demo
    I want to...
    • Hear from Snowflake customers
    • Achieve deeper personalization with data
    • Move from basic to advanced marketing analytics
    • Learn about Snowflake pricing
    612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
  • Data Marketplace
    • For Consumers
    • For Providers
    Create New Data-Driven Business Insights

    Access third-party data to provide deeper insights to your organization, and get your own data from SaaS vendors you already work with, directly into your Snowflake account.

    Learn More

    Best Practices in Privacy-Preserving Collaboration

    • June 27 at 10 a.m. PT: Retail and CPG
    • June 28 at 10 a.m. PT: Healthcare and Life Sciences
    • June 29 at 10 a.m. PT: Financial Services
    • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
    The Modern Way to Share and Monetize Your Data

    Generate more revenue and increase your market presence by securely and instantly publishing live, governed, and read-only data sets to thousands of Snowflake customers.

    Learn More

    Best Practices in Privacy-Preserving Collaboration

    • June 27 at 10 a.m. PT: Retail and CPG
    • June 28 at 10 a.m. PT: Healthcare and Life Sciences
    • June 29 at 10 a.m. PT: Financial Services
    • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
    Quick Links
    • Request new data sets
    • Watch a tutorial video
    • Register for an upcoming hands-on lab
    Quick Links
    • Request to become a provider
    • Modern Data Monetization Strategies
    • Watch a tutorial video
  • Partners
    • Partner Overview
    • Technology Partners
    • Services Partners
    • Cloud Partners
    • Data Providers
    • Powered by Snowflake
    Snowflake Partner Network

    If you’re moving data into Snowflake or extracting insight out of Snowflake, our technology partners and system integrators will help you deploy Snowflake for your success.

    Learn More
    Technology Partners

    Snowflake Technology Partners integrate their solutions with Snowflake, so our customers can easily get data into Snowflake and insights out of Snowflake by creating a single copy of data for their cloud data analytics strategy.

    Learn More
    Other Programs
    • Snowpark Accelerated
    • Snowflake Ready Technology Validation Program
    • Data Governance Accelerated
    Service Partners

    Snowflake Services Partners provide our customers with trusted and validated experts and services around implementation, migration, data architecture and data pipeline design, BI integration, ETL/ELT integration, performance, running POCs, performance optimization, and training.

    Learn More
    Cloud Partners

    Snowflake is available on AWS, Azure, and GCP in countries across North America, Europe, Asia Pacific, and Japan. Thanks to our global approach to cloud computing, customers can get a single and seamless experience with deep integrations with our cloud partners and their respective regions.

    Learn More
    Data Providers

    As a Snowflake customer, easily and securely access data from potentially thousands of data providers that comprise the ecosystem of the Data Cloud. Also engage data service providers to complete your data strategy and obtain the deepest, data-driven insights possible.

    LEARN MORE
    Powered by Snowflake

    Powered by Snowflake program is designed to help software companies and application developers build, operate, and grow their applications on Snowflake. The program offers technical advice, access to support engineers who specialize in app development, and joint go-to-market opportunities.

    Learn More
    Quick Links
    • Become a Partner
    • SPN Portal
    • Partner Code of Conduct
    • Partner Webinars
  • Services & Support
    • Professional Services
    • Education & Training
    • Community
    • Support
    Snowflake Professional Services

    Work with Snowflake Professional Services to optimize, accelerate, and achieve your business goals with Snowflake.

    Learn More Contact Us
    Other Services
    • Education & Training
    • SnowPro Certification
    • Snowflake Community
    • Support
    Education & Training

    Find the training your team needs to be successful with Snowflake's Data Cloud.

    Learn More
    • Instructor-Led Training
    • On-Demand Training
    • SnowPro Certification
    Community

    Access an ecosystem of Snowflake users where you can ask questions, share knowledge, attend a local user group, exchange ideas, and meet data professionals like you.

    Learn More
    • Snowflake Community Login
    • Community Blog
    • Data Heroes
    • Discussions
    • Stack Overflow
    • User Groups
    Support

    Get the support you need, when you need it, so you can continue to leverage the Snowflake Data Cloud.

    Learn More Submit a Case
    • Search for Answers
    • Documentation
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    Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
  • Resources
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    • Rise of the Data Cloud Podcast
    See all
    • eBooks
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    • Snowflake Community
    Events
    • All Events
    • User Groups
    • Join us for Snowflake Summit in Las Vegas, June 13-14
    Webinars
    • See All Webinars
    • Live Demo
    • Office Hours
    • Virtual Hands-On Labs
    • Snowflake on Snowflake Series
    Snowflake Blog
    View Blog
    Snowflake for Developers

    Snowflake enables you to build data-intensive applications without operational burden. Trusted by fast growing software companies, Snowflake handles all the infrastructure complexity, so you can focus on innovating your own application.

    Learn More
    • BUILD: The Data Cloud Dev Summit | October 4-5
    • Developer Resources
    • Developer Guides
    • Virtual Hands-On Labs
    • Documentation
    • Stack Overflow

    Hear from data leaders to learn how they leverage the cloud to manage, share, and analyze data to drive business growth, fuel innovation, and disrupt their industries.

    VIEW ALL
    • Listen on Apple Podcasts
    • Listen on Spotify
    • Listen on Simplecast
    I want to...
    • Join a virtual hands-on lab
    • Talk to a Snowflake customer live
    • Visit the Snowflake Blog
    • View Snowflake pricing
    Weekly Demo Register Now
  • Company
    • About
    • Customers
    • Careers
    • Newsroom
    The Who of Snowflake

    Learn about the talent behind the technology. A diverse and driven group of business and technology experts are here for you and your organization.

    Read More
    • Investor Relations
    • Leadership & Board
    • Our Values
    • Speakers Bureau
    • Snowflake Ventures
    • ESG at Snowflake
    • Sustainability at Snowflake
    • Snowflake for Good
    Customers
    • Customer Stories
    • Data Drivers Awards
    • Customer Speaker Bureau
    Careers at Snowflake

    We challenge ourselves at Snowflake to rethink what’s possible for a cloud data platform and deliver on that. We’re looking for people who share that same passion and ambition.

    Current Openings
    Press and News

    See Snowflake press releases, Snowflake mentions in the press, and download brand assets.

    See the Latest
    Start for Free
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    Contact
    612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
    The Data Is In: The 2020 Snowflake Customer Experience Report Download Now
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Questions? Contact Us

  • English
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  • Workloads
  • Platform Overview
  • Snowflake Data Marketplace
  • What is the Data Cloud
Many Data Workloads, One Platform
  • Data Warehouse
  • Data Lake
  • Data Engineering
  • Data Science
  • Data Applications
  • Data Sharing
Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
A Modern Data Platform

Find out what makes Snowflake unique thanks to an architecture and technology that enables today’s data-driven organizations.

Learn More
  • Architecture
  • Security and Trust
  • Pricing
612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
What Makes Snowflake Data Marketplace Unique?

Securely access live and governed data sets in real time, without the risk and hassle of copying and moving stale data.

Learn More Watch Demo
  • June 27 at 10 a.m. PT: Retail and CPG
  • June 28 at 10 a.m. PT: Healthcare and Life Sciences
  • June 29 at 10 a.m. PT: Financial Services
  • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
Improve Marketing Analytics with Snowflake and iKnowlogy Learn More
Data Cloud: Where Data Thrives

Join the ecosystem where Snowflake customers securely share and consume shared data with each other, and with commercial data providers and data service providers.

Learn More
  • Rise of the Data Cloud Podcast
  • Become a Member of the Data Cloud Academy
Snowflake Summit 2022 is all about The World of Data Collaboration. Come join us! Learn More
  • Industry Solutions
  • Department Solutions
  • Financial Services
  • Advertising, Media & Entertainment
  • Healthcare & Life Sciences
  • Retail & CPG
  • Technology
  • Public Sector
  • Education
  • Manufacturing
How Snowflake Delivers to the Department

Whether its marketing analytics, a security data lake, or another line of business, learn how you can easily store, access, unite, and analyze essentially all your data with Snowflake.

  • Marketing Analytics
  • Security Data Lake
  • Product Development
  • IT
612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
  • For Consumers
  • For Providers
Create New Data-Driven Business Insights

Access third-party data to provide deeper insights to your organization, and get your own data from SaaS vendors you already work with, directly into your Snowflake account.

Learn More
  • June 27 at 10 a.m. PT: Retail and CPG
  • June 28 at 10 a.m. PT: Healthcare and Life Sciences
  • June 29 at 10 a.m. PT: Financial Services
  • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
The Modern Way to Share and Monetize Your Data

Generate more revenue and increase your market presence by securely and instantly publishing live, governed, and read-only data sets to thousands of Snowflake customers.

Learn More
  • June 27 at 10 a.m. PT: Retail and CPG
  • June 28 at 10 a.m. PT: Healthcare and Life Sciences
  • June 29 at 10 a.m. PT: Financial Services
  • June 30 at 10 a.m. PT: Advertising, Media, and Entertainment
  • Partner Overview
  • Technology Partners
  • Services Partners
  • Cloud Partners
  • Data Providers
  • Powered by Snowflake
Snowflake Partner Network

If you’re moving data into Snowflake or extracting insight out of Snowflake, our technology partners and system integrators will help you deploy Snowflake for your success.

Learn More
Technology Partners

Snowflake Technology Partners integrate their solutions with Snowflake, so our customers can easily get data into Snowflake and insights out of Snowflake by creating a single copy of data for their cloud data analytics strategy.

Learn More
  • Snowpark Accelerated
  • Snowflake Ready Technology Validation Program
  • Data Governance Accelerated
Service Partners

Snowflake Services Partners provide our customers with trusted and validated experts and services around implementation, migration, data architecture and data pipeline design, BI integration, ETL/ELT integration, performance, running POCs, performance optimization, and training.

Learn More
Cloud Partners

Snowflake is available on AWS, Azure, and GCP in countries across North America, Europe, Asia Pacific, and Japan. Thanks to our global approach to cloud computing, customers can get a single and seamless experience with deep integrations with our cloud partners and their respective regions.

Learn More
Data Providers

As a Snowflake customer, easily and securely access data from potentially thousands of data providers that comprise the ecosystem of the Data Cloud. Also engage data service providers to complete your data strategy and obtain the deepest, data-driven insights possible.

LEARN MORE
Powered by Snowflake

Powered by Snowflake program is designed to help software companies and application developers build, operate, and grow their applications on Snowflake. The program offers technical advice, access to support engineers who specialize in app development, and joint go-to-market opportunities.

Learn More
  • Professional Services
  • Education & Training
  • Community
  • Support
Snowflake Professional Services

Work with Snowflake Professional Services to optimize, accelerate, and achieve your business goals with Snowflake.

Learn More Contact Us
  • Education & Training
  • SnowPro Certification
  • Snowflake Community
  • Support
Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
Education & Training

Find the training your team needs to be successful with Snowflake's Data Cloud.

Learn More
  • Instructor-Led Training
  • On-Demand Training
  • SnowPro Certification
Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
Community

Access an ecosystem of Snowflake users where you can ask questions, share knowledge, attend a local user group, exchange ideas, and meet data professionals like you.

Learn More
  • Snowflake Community Login
  • Community Blog
  • Data Heroes
  • Discussions
  • Stack Overflow
  • User Groups
Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
Support

Get the support you need, when you need it, so you can continue to leverage the Snowflake Data Cloud.

Learn More Submit a Case
  • Search for Answers
  • Documentation
  • System Status
  • Releases and Announcements
Calculate Your Estimated Benefits of Migrating to Snowflake Get Started
  • Resource Library
  • Events
  • Webinars
  • Snowflake Blog
  • Developers
  • Rise of the Data Cloud Podcast
See all
  • eBooks
  • Guides
  • Data Cloud Academy
  • Data Warehousing Glossary
  • Documentation
  • Patterns
  • Snowflake Community
Weekly Demo Register Now
Events
  • All Events
  • User Groups
  • Join us for Snowflake Summit in Las Vegas, June 13-14
Weekly Demo Register Now
Webinars
  • See All Webinars
  • Live Demo
  • Office Hours
  • Virtual Hands-On Labs
  • Snowflake on Snowflake Series
Weekly Demo Register Now
Snowflake Blog
View Blog
Weekly Demo Register Now
Snowflake for Developers

Snowflake enables you to build data-intensive applications without operational burden. Trusted by fast growing software companies, Snowflake handles all the infrastructure complexity, so you can focus on innovating your own application.

Learn More
  • BUILD: The Data Cloud Dev Summit | October 4-5
  • Developer Resources
  • Developer Guides
  • Virtual Hands-On Labs
  • Documentation
  • Stack Overflow
Weekly Demo Register Now

Hear from data leaders to learn how they leverage the cloud to manage, share, and analyze data to drive business growth, fuel innovation, and disrupt their industries.

VIEW ALL
  • Listen on Apple Podcasts
  • Listen on Spotify
  • Listen on Simplecast
Weekly Demo Register Now
  • About
  • Customers
  • Careers
  • Newsroom
The Who of Snowflake

Learn about the talent behind the technology. A diverse and driven group of business and technology experts are here for you and your organization.

Read More
  • Investor Relations
  • Leadership & Board
  • Our Values
  • Speakers Bureau
  • Snowflake Ventures
  • ESG at Snowflake
  • Sustainability at Snowflake
  • Snowflake for Good
612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
Customers
  • Customer Stories
  • Data Drivers Awards
  • Customer Speaker Bureau
The Data Is In: The 2020 Snowflake Customer Experience Report Download Now
Careers at Snowflake

We challenge ourselves at Snowflake to rethink what’s possible for a cloud data platform and deliver on that. We’re looking for people who share that same passion and ambition.

Current Openings
612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now
Press and News

See Snowflake press releases, Snowflake mentions in the press, and download brand assets.

See the Latest
612% ROI? Read Forrester’s Total Economic Impact™ Study of Snowflake Download Now

Support Policy and Service Level Agreement

This is an archived version of our Support Policy and Service Level Agreement from September 29, 2021. View the current version here.

This Snowflake Support Policy and Service Level Agreement (“Policy”) describes Snowflake’s support offering (“Snowflake Support”) in connection with Customer reported bugs, defects, or errors in the Service (“Error(s)”).  Snowflake Support shall be provided in accordance with the written subscription agreement under which Snowflake provides its cloud data platform as entered into by and between you (“Customer”) and Snowflake (“Agreement”). Customer shall receive Premier Support or Priority Support as designated in the applicable Order Form (“Support Level”). This Policy may be updated by Snowflake from time to time. Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement. 

I. Support

1. Services. As part of providing the services and as further described in the Documentation, Snowflake has processes designed to perform robust testing and validation before each release to minimize Errors.

2. General Support Offering. Customer shall designate one primary contact who will have administrator privileges and may designate additional contacts (“Customer Contacts”). Snowflake shall provide English-speaking remote assistance to Customer Contacts for questions or issues arising from any Error, as further described in this Policy, including troubleshooting, diagnosis, and recommendations for potential workarounds for the duration of Customer’s subscription to the applicable Service. Snowflake shall also provide the specific entitlements for the corresponding Support Level procured by Customer as further described in this Policy and the tables below.  Details for Priority Support are described in the Priority Support Services Description at www.snowflake.com/legal, which is incorporated herein by this reference. 

3. Contacting Snowflake Support. Customer Contacts may contact Snowflake Support by: (a) submitting a support request to the Snowflake webpage hosting the community forums and support portal located at https://community.snowflake.com (or such successor URL as may be designated by Snowflake) (such website, the “Snowflake Community”) and designating the appropriate severity level according to Table 1 below, (b) submitting the support request to [email protected] if Customer Contacts cannot access the Snowflake Community, or (c) in the event Customer Contacts cannot access Snowflake Community or email, they may contact Snowflake Support by phone at the intake phone number identified in the Snowflake Community solely for purposes of having the support request submitted on their behalf (each a “Support Case”). All Customer Contacts must be reasonably trained in the use and functionality of the Service and the Snowflake Documentation and shall use reasonable diligence to ensure a perceived Error is not an issue with Customer equipment, software, or internet connectivity.

 4. Submission of Support Cases. Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer Account that experienced the error, (c) include information sufficiently detailed to allow Snowflake Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. The Customer Contact shall also give Snowflake any other important Support Case information in a timely manner. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level 4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enhancement or feature requests, Snowflake shall treat those tickets as closed once the request has been forwarded internally.

 5. Premier Support. If Customer is receiving Premier Support, the following shall apply in addition to the support description in Section 1 (General Support Offering):

a. Follow-the-Sun Case Management. Snowflake Support shall implement follow-the-sun case management for handling Severity Level 1 Support Cases, to better facilitate uninterrupted support by utilizing Snowflake Support across multiple time zones.

b. Case Escalation. If Customer reasonably believes Snowflake Support is not performing in a professional manner or is failing to provide timely responses in accordance with this Policy, Customer may escalate the Support Case using the support escalation process described at the Snowflake Community (“Case Escalation”).  Any Support Case escalated by Customer will be directed to Snowflake’s management team for consideration.

6. Priority Support. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section 1 (General Support Offering) and Section 4 (Premier Support):

a. Follow-the-Sun Case Management. Snowflake Support shall implement follow-the-sun case management for handling Severity Level 1 and Severity Level 2 Support Cases, to better facilitate uninterrupted support by utilizing Snowflake Support across multiple time zones.

7. Read-Only Users Support.  When Customer is a Provider (using Snowflake’s data-sharing functionality to share its Customer Data) to Read-only Users, such Read-only Users shall not be designated as Customer Contacts and any Support Cases related to the Provider or its Read-only Users shall be submitted solely by Provider’s other Customer Contacts.

8. Other Support and Training. Snowflake also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Snowflake Community. Additionally, Snowflake offers for-fee consultation and training services via Statements of Work.

Table 1: Error Severity Level Definitions
Severity Level 1
(Critical Severity)
An Error that (a) renders the Snowflake Service completely inoperative or (b) makes Customer’s use of material features of the Service impossible, with no alternative available.
Severity Level 2
(High Severity)
An Error that (a) has a high impact to key portions of the Service or (b) seriously impairs Customer’s use of material function(s) of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort.
Severity Level 3
(Medium Severity)
An Error that has a medium-to-low impact on the Service, but Customer can still access and use some functionality of the Service.
Severity Level 4
(Low Severity)
An Error that has low-to-no impact on Customer’s access to and use of the Service.
Table 2: Severity Level Response Times
Error Severity Level Premier Support Priority Support
Initial Response Time Target
Severity Level 1
(Critical Severity)
One (1) hour Fifteen (15) Minutes
Severity Level 2
(High Severity)
Two (2) Business Hours Two (2) Hours
Severity Level 3
(Medium Severity)
One (1) Business Day Four (4) Business Hours
Severity Level 4
(Low Severity)
Two (2) Business Days One (1) Business Day

8. Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake’s designated Severity Level, the parties each will make a good faith effort to discuss, escalate internally, and mutually agree on the appropriate Severity Level. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”).

Table 3: Global Snowflake Support Hours
Snowflake Service Region Premier & Priority Support Business Hours
Sev 1
(Premier)
Sev 1 & 2
(Priority)
Sev 2-4 (Premier)
Sev 3-4 (Priority)
Excluded Holidays
Sev 2-4 (Premier)
Sev 3-4 (Priority)
North America 24 x 7 x 365 24 x 7 x 365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays
EMEA 24 x 7 x 365 24 x 7 x 365 6AM-6PM CE Mon-Fri Recognized EMEA Bank Holidays
Asia Pacific 24 x 7 x 365 24 x 7 x 365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays

II. Service Level Agreement

Definitions:

“Average Daily Snowflake Credits” is defined as Customer’s actual Snowflake Credit consumption in the calendar month of the Cloud Provider Region in which the Service Level Failure occurred divided by the number of days in such month.

“Calendar Minutes” is defined as the total number of minutes in a given calendar month.

“Cloud Provider Region” is defined as the Region and Cloud Provider selected by Customer on an Order Form or as configured by Customer via the Service.

“Error Rate” is defined as the number of Failed Operations divided by the total number of Valid Operations. Repeated identical Failed Operations do not count towards the Error Rate.

“Failed Operations” is defined as Valid Operations where the Snowflake Service returns an internal error to Customer.

“Monthly Availability Percentage” is defined as the difference between Calendar Minutes and the Unavailable Minutes, divided by Calendar Minutes, and multiplied by one hundred (100). 

“Unavailable” is defined as an Error Rate greater than one percent (1%) over a one-minute interval calculated across all Customer’s Accounts within each applicable Cloud Provider Region. The Error Rate is 0 when a Customer Account is inactive, i.e., when there are no Valid Operations in the one-minute interval.

“Unavailable Minutes” is defined as the total accumulated minutes when the Service is Unavailable. 

“Valid Operation” is defined as an operation that conforms to (a) the Snowflake Documentation; or (b) Service-use recommendations provided by Snowflake Support personnel.

The Monthly Availability Percentage for the Snowflake Service is ninety-nine and nine-tenths percent (99.9%) (“Service Level”). If the Snowflake Service fails to meet the Service Level in a given month (“Service Level Failure”), then as Customer’s sole and exclusive remedy, Customer shall receive the applicable number of Snowflake Credits set forth in Table 4 below (“Service Level Credits”), credited against Customer’s usage in the Cloud Provider Region in the calendar month following the Service Level Failure provided that Customer requests Service Level Credits within twenty-one (21) days of the calendar month in which the Service Level Failure occurred. Service Level Credits may not be exchanged for, or converted to, monetary amounts.

Table 4: Service Level Credit Calculation
Monthly Availability Percentage Service Level Credit
Under 99.9% but greater than or equal to 99.0% 1 x Average Daily Snowflake Credits
Under 99.0% but greater than or equal to 95.0% 3 x Average Daily Snowflake Credits
Under 95.0% 7 x Average Daily Snowflake Credits

Example Calculation – Customer has two Accounts (SFE1, SFE2) in the AWS US East Region. Each Account submits Valid Operations at a steady rate of 50 Valid Operations per minute. In the month of April, in each minute of a 250-minute period, all 50 Valid Operations submitted by SFE1 succeeded, whereas SFE2 experienced 2 Failed Operations out of a total of 50 Valid Operations. For the month of April, the Customer experienced an Error Rate of 2% across SFE1 and SFE2 Accounts in the AWS US East Region ((2 Failed Operations / 100 Valid Operations) * 100) during the 250-minute period. In this example, the Service was Unavailable for the period of 250 minutes because the Error Rate exceeded 1% across both Customer Accounts. There are 43,200 Calendar Minutes in the month of April (30 days x 24 hours x 60 minutes). This results in a Monthly Availability Percentage of 99.4% calculated as ((43,200 – 250)/43,200 * 100). If Customer used a total of three hundred (300) Snowflake Credits across both Customer Accounts in April, then Customer’s Average Daily Snowflake Credits for April would be ten (10) Snowflake Credits (300 / 30 days in April). Since the Monthly Availability Percentage is 99.4%, Customer’s Service Level Credit would be ten (10) Snowflake Credits (1 x 10 Average Daily Snowflake Credits), which would be credited against Customer’s usage of the Snowflake Service in May.

III.   Policy Exclusions

Snowflake will have no liability for any failure to meet the Service Level to the extent arising from:

(a.) Customer’s failure to process Customer Data in the Service in accordance with Snowflake’s recommendations for use of the Service — though, upon being notified of such a case, Snowflake will endeavor to help Customer address the failure (e.g., with additional recommendations);

(b.) Customer or User equipment;

(c.) Third party acts, or services and/or systems not provided by or on behalf of Snowflake. (For the avoidance of doubt, this exclusion (c) does not apply to the acts, services or systems of any “Cloud Providers,” as defined in the Snowflake Security Policy) attached to the MSA as Exhibit C.);

(d.) Force Majeure Events — i.e., any cause beyond such party’s reasonable control, including but not limited to acts of God, labor disputes or other industrial disturbances, systemic electrical, telecommunications, or other utility failures, earthquake, storms or other elements of nature, blockages, embargoes, riots, public health emergencies (including pandemics and epidemics), acts or orders of government, acts of terrorism, or war;

(e.) Evaluation or proof-of-concept use of the Snowflake Service; or

(f.) Snowflake’s preview features (e.g., beta functionality not intended for production use).

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