Databricks Support Tiers

Databricks provides a number of plans that provide you with dedicated support
and timely service for the Databricks platform and Apache Spark.

Business

Support Portal Access

Online repository of documentation, guides, best practices, and more.

Oui

Updates & Patches

Receive updates, bug fixes, and patches without impact to your business.

Oui

SERVICE LEVEL AGREEMENT

Receive support responses according to issue severity.

Standard Support Severity 1

Production system is down or severely impacted such that routine operation is impossible

1st contact response
time: within 1
business day

Standard Support Severity 2

Production issue where the system is functioning but in degraded or restricted capacity

1st contact response
time: within 1
business day

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

1st contact response
time: within 1
business day

Standard Support Severity 4

Request for information or feature request with no impact on business operations

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited to break-fix support for the Databricks platform.

Oui

DATABRICKS SLACK CHANNEL**

Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.

Non

MAX NUMBER OF TECHNICAL CONTACTS†

The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)

2

DATABRICKS' SUPPORT FOR SPARK††

Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.

Up to 2 hours/month†
Enhanced

Support Portal Access

Online repository of documentation, guides, best practices, and more.

Oui

Updates & Patches

Receive updates, bug fixes, and patches without impact to your business.

Oui

SERVICE LEVEL AGREEMENT

Receive support responses according to issue severity.

Initial Response Time

Standard Support Severity 1

Production system is down or severely impacted such that routine operation is impossible

1st contact response
time: within 4
business hours

Standard Support Severity 2

Production issue where the system is functioning but in degraded or restricted capacity

1st contact response
time: within 1
business day

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

1st contact response
time: within 1
business day

Standard Support Severity 4

Request for information or feature request with no impact on business operations

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited to break-fix support for the Databricks platform.

Oui

DATABRICKS SLACK CHANNEL**

Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.

Optional Upgrade

MAX NUMBER OF TECHNICAL CONTACTS†

The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)

4

DATABRICKS' SUPPORT FOR SPARK††

Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.

Up to 4 hours/month†
Production

Support Portal Access

Online repository of documentation, guides, best practices, and more.

Oui

Updates & Patches

Receive updates, bug fixes, and patches without impact to your business.

Oui

SERVICE LEVEL AGREEMENT

Receive support responses according to issue severity.

Standard Support Severity 1

Production system is down or severely impacted such that routine operation is impossible

1st contact response
time: within
1 hour

Standard Support Severity 2

Production issue where the system is functioning but in degraded or restricted capacity

1st contact response
time: within
4 hours

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

1st contact response
time: within 1
business day

Standard Support Severity 4

Request for information or feature request with no impact on business operations

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

Severity 1 & 2: 24x7x365,
Severity 3 & 4: 9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited to break-fix support for the Databricks platform.

Oui

DATABRICKS SLACK CHANNEL**

Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.

Oui

MAX NUMBER OF TECHNICAL CONTACTS†

The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)

8

DATABRICKS' SUPPORT FOR SPARK††

Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.

Up to 8 hours/month†
Feature Business Enhanced Production

Support Portal Access

Online repository of documentation, guides, best practices, and more.

Oui Oui Oui

Updates & Patches

Receive updates, bug fixes, and patches without impact to your business.

Oui Oui Oui

SERVICE LEVEL AGREEMENT

Receive support responses according to issue severity.

Initial Response Time

Standard Support Severity 1

Production system is down or severely impacted such that routine operation is impossible

1st contact response
time: within 1
business day
1st contact response
time: within 4
business hours
1st contact response
time: within
1 hour

Standard Support Severity 2

Production issue where the system is functioning but in degraded or restricted capacity

1st contact response
time: within 1
business day
1st contact response
time: within 1
business day
1st contact response
time: within
4 hours

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

1st contact response
time: within 1
business day
1st contact response
time: within 1
business day
1st contact response
time: within 1
business day

Standard Support Severity 4

Request for information or feature request with no impact on business operations

SUPPORT SERVICE HOURS

Live support during customer’s choice of time zone.

9am – 6pm,
Business Days*
9am – 6pm,
Business Days*
Severity 1 & 2: 24x7x365,
Severity 3 & 4: 9am – 6pm,
Business Days*

DATABRICKS STANDARD SUPPORT

Limited to break-fix support for the Databricks platform.

Oui Oui Oui

DATABRICKS SLACK CHANNEL**

Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.

Non Optional Upgrade Oui

MAX NUMBER OF TECHNICAL CONTACTS†

The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)

2 4 8

DATABRICKS' SUPPORT FOR SPARK††

Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.

Up to 2 hours/month† Up to 4 hours/month† Up to 8 hours/month†