SNOWFLAKE SUPPORT OFFERINGS
Premier | Priority | ||
# of Allowed Case Submitters | Unlimited | Unlimited | |
---|---|---|---|
24/7 “Follow the Sun” Coverage | Sev 1 | Sev 1-2 | |
12/5 Coverage | Sev 2-4 | Sev 3-4 | |
Initial Response Time Targets | Sev 1 | 1 hour | 15 minutes |
Sev 2 | 2 business hours | 2 hours | |
Sev 3 | 1 business day | 4 business hours | |
Sev 4 | 2 business days | 1 business day | |
Support Account Management | — | Included | |
Advanced Support Services | — | Included | |
Reporting & Operational Reviews | — | Included | |
Proactive Oversight & Management | — | Included | |
Onsite Visits | — | Included |