Databricks-Supportrichtlinie
Databricks bietet eine Reihe von Plänen, die Ihnen dedizierten Support
und zeitnahen Dienst für die Databricks-Plattform und Apache Spark™ bieten
Feature | Business | Enhanced | Production | Mission Critical | |
---|---|---|---|---|---|
Multicloud SupportSupport for Databricks on permitted Cloud Service Providers and Databricks-powered services; complimentary Success Credits available based on commitment size | — | ||||
Single-Cloud SupportSupport for platform services on a single-chosen Cloud Service Provider | |||||
Support Portal AccessOnline repository of documentation, guides, best practices and more | |||||
Updates and PatchesReceive updates, bug fixes and patches without impact to your business | |||||
Service Level Agreement (SLA)Receive support responses according to issue severity | Initial Response Time | ||||
Mission Critical SeverityA mission-critical production system is down or severely impacted such that routine operation is impossible | — | — | — | Within 15 minutes | |
Standard Support Severity 1Production system is down or severely impacted such that routine operation is impossible | Within 1 | Within 4 hours | Within 1 hour | Within 1 hour | |
Standard Support Severity 2Production issue where the system is functioning but in degraded or restricted capacity | Within | Within 4 hours | Within 2 hours | ||
Standard Support Severity 3Issue where minor functionality is impacted or a development issue occurs | Within 1 | Within 4 hours | |||
Standard Support Severity 4Request for information or feature request with no impact on business operations | Within 1 | ||||
Support Service HoursLive support during customer's choice of time zone | 9 AM–6 PM, | 9 AM–6 PM, | Severity 1 and 2: 24x7x365 Severity 3 and 4: 9 AM–6 PM, business days | Severity 1 and 2: 24x7x365 Severity 3 and 4: 9 AM–6 PM, business days | |
Databricks Standard SupportLimited to break-fix support for the Databricks platform | |||||
Databricks Chat Support ChannelPer customer dedicated real-time messaging (e.g., Slack, Microsoft Teams) channel available during business hours for informal communication between the two teams, such as basic questions and information exchange | — | ||||
Max Number of Technical ContactsThe number of technical contacts with access to the Databricks Help Center or Chat Support channel (if available) | 2 | 4 | 8 | 16 | |
Databricks Support for SparkPrioritized access to the world's leading Spark technical experts for troubleshooting problems using the product and services | Up to 2 | Up to 4 | Up to 8 | Up to 8 | |
Additional Benefits — Mission Critical | |||||
Proactive MonitoringProactive monitoring of workspace-level health metrics by the Databricks Support Operations team | — | — | — | ||
Escalation ManagementDirect access to Databricks Escalation Managers for cases with mission critical severity | — | — | — |
Support Services for Multi-Cloud Training (MCT, formerly MosaicML) Platform Services
| |
---|---|
Spark Support | No |
Max Number of Technical Contacts | 2 |
Definitionen und Begriffe
- Die Support-Geschäftszeiten sind von Montag bis Freitag von 9:00 bis 18:00 Uhr (Zeitzonen Nordamerika (EST/CST/PST/MST), Mitteleuropa (MEZ), Singapur/China (SGT/CST) und Zeitzone Australien Ost (AET). ). Die Geschäftszeiten des Supports schließen lokale Feiertage in jeder Zeitzone aus.
- Der Chat- Channel ist nicht durch die Support-SLA-Reaktionszeiten abgedeckt.
- „ Kontakt“ bezeichnet einen eindeutig benannten Benutzer beim Kunden (sei es per E-Mail-Adresse oder Chat-ID); Account darf nicht geteilt werden.
- Bei gemeldeten Problemen mit geschäftskritischem Schweregrad weist Databricks einen Eskalationsmanager zu, der die Falllösung überwacht und beaufsichtigt und dem Kunden alle 15 Minuten Aktualisierungen zur Verfügung stellt.
- Zusätzliche Unterstützung, die über den in einem Support-Plan enthaltenen Umfang hinausgeht, kann als Beratungsdienst erworben werden, der von unserem Professional-Dienst-Team bereitgestellt wird.
- Sofern in einer Bestellung kein Support angegeben ist, beschränkt sich der Support des Kunden auf öffentliche Dokumentation und offene Ressourcen im Databricks Hilfe-Center.
- Weitere zu Supportdefinitionen, -prozessen und -bedingungen finden Sie in den Ressourcen, die in unserem Kunden-Support-Handbuch verfügbar sind.Information
Um Ihre Datenprojekte zu beschleunigen, empfehlen wir unser Guided Success- Subscription , das den Support ergänzt, indem es Ihnen fortlaufende Unterstützung durch einen Databricks-Experten, proaktive Empfehlungen und technisches Coaching bietet.