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ELEVATE YOUR
SUPPORT EXPERIENCE

Contextual solutions to maximize your outcomes

Priority Support

When Snowflake is Mission Critical to Your Strategy

Faster Response Times

Delivering the fastest response times possible means you get fast access to designated Priority Support Engineers. The outcome: quicker resolution of your issue and minimized business interruptions.

Benefit:
Saves time

Support Account Management

Support Account Managers maintain continuous focus on your account, partnering with you to manage support-related cases, assist in platform and performance management, and help achieve higher levels of business continuity.

Benefit:
Single point of contact

Priority Support Engineers

Priority Support Engineers are a designated team of experts with deep understanding of your Snowflake environment and activities, and ongoing engagement with your team. This account experience enables speed and depth on your Data Cloud journey.

Benefit:
Knows the Customer

Structured Deliverables

Our deliverables provide critical insights into your Snowflake instance and how you’re operating. You’ll receive customized information on critical services related to support issues, platform data, and your overall operations.

Benefit:
Data delivery and analysis

Platform Monitoring

We proactively monitor your Snowflake environment using a customized performance profile and consult with you on potential issues at a pace that enables you to fully leverage the Data Cloud. The Priority Support team will be your ongoing subject matter experts (SMEs) for platform operations and performance trends regarding your Snowflake instance.

Benefit:
Performance & Optimization

Priority Insight Engineers

Priority Insight Engineers work with the SAMs to analyze the overall platform performance information, identifying potential issues and creating recommendations for improvement.  They conduct technical analysis, provide performance insights, and deliver customer reviews. 

Benefit:
Platform Insights

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

AREAS OF CONCENTRATION AND DELIVERY

Focus on Support related tasks, processes and updates

Ensure consistent, effective communication between the customer, Support, Engineering and related organizations

Keep customers updated with scheduled calls, reporting and reviews  

Example of Deliverables:
Case Management, Incident Management, Account Escalations, Problems/ Defects, Enhancement Requests, Root Cause Analysis, Active Monitoring

Provide the customer with query and warehouse performance data

Help the customer understand the responses to events, impact

Use this information to improve the operations of Snowflake and engage Sales, Services, Education as needed

Example of Deliverables:
Query Performance reviews, Query Durations, Delayed and Blocked Queries, Warehouse use, Spillover, Priority Insight reviews

Understand customer’s availability needs and requirements, business cases

Manage critical events, go-lives, launches from a support perspective

Deliver input & feedback on the customer’s management of the platform, releases

Example of Deliverables:
Availability/Uptime Reporting, Release and Change Management, Schedule Analysis & Guidance, Scheduled Reporting, Client Driver Management

Customer Benefits 

 The Support Account Manager is your single point of contact for all things Support-related
Case management and problem resolution with expert Priority Support Engineers
Priority Insight Engineer performance management and optimization reviews
Critical case management (Sev1s and Sev2s) are addressed 24x7x365
Daily observability, operational oversight, and advocacy
Release Management reviews and customer impact analysis
Client driver management and reporting
Area, regional, and globally assigned resources
Increased knowledge of your Support portfolio, environment, and operations

LEARN MORE ABOUT ELEVATING YOUR SUPPORT EXPERIENCE

Contact your Snowflake Account Executive today. We can provide a detailed, data-driven analysis based on your current Snowflake strategy.

Priority Support is a Snowflake Support Offering provided on a subscription basis for the Subscription Term. The customer’s Priority Support fees are calculated as a percentage of the customer’s monthly consumption of the Snowflake Service, which will be applied against the Customer’s Capacity commitment.

Pricing for the Priority Support Offering is based on the annual amount of capacity purchased.  Discounts are aligned with capacity discounts based on pricing and capacity agreements.  Priority percentage charged decreases as capacity spend increases.

Other Support Resources

HOW TO REPORT A SECURITY ISSUE

If you’re a Snowflake customer and encounter any security issues, or have questions regarding Snowflake security policies, please contact Snowflake support.

Supported Environments

Snowflake brings you the Data Cloud, delivering a single and seamless experience across Amazon Web Services (AWS), Microsoft Azure, Google Cloud Platform and their regions where Snowflake operates globally. You don’t have to worry about tasks such as deploying hardware, configuring software, or optimizing the data platform. Snowflake takes care of this for you.