Snowflake Priority Support
Our personalized paid support offering ensures the fastest response times and follow-the-sun coverage for critical and high-severity issues.
KEY BENEFITS
Our fastest response times for critical and high-severity issues
An expanded Snowflake Account team, including: Support Account Manager, Senior Level Support Engineer and Priority Insight Engineer
Direct support for your release readiness strategy
Personalized insights and monitoring to drive actionable performance improvements
The Right Expertise at the Right Time
Empower your account with next-level support. Senior-level Snowflake experts are always at your service, with lightning-fast response times and 24/7 coverage for business critical issues.
Ongoing case oversight from dedicated support account managers drives a seamless experience. Access to our most senior engineers provides the right level of expertise and engagement, eliminating roadblocks so that you can focus on business results.
Effortless Release Management
Welcome to your one-stop destination for mastering Snowflake releases. Priority Support experts have insider knowledge of Snowflake’s weekly updates and monthly Behavior Change Releases (BCRs).
With this expert guidance, you can seamlessly navigate the release process, avoid potential issues and stay at the forefront of innovation. Trust us to deliver a smooth and efficient Snowflake journey.
Active Insights to Drive Optimization
Personalized operational insights equip you to take charge of your Snowflake environment like never before. Active performance monitoring and actionable insights are tailored to your organization’s unique needs and goals.
Partnering with the Priority Support team, you can confidently manage costs, enhance efficiencies and receive a seamless Snowflake experience for your entire team.
Not ready for paid support? Check out free support available to all Snowflake customers.
SNOWFLAKE SUPPORT OFFERINGS
Premier | Priority | ||
Availability | Free to all Snowflake Customers | Paid offering – Contact a Priority rep for more information | |
---|---|---|---|
# 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 |
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.