Politica di supporto Databricks
Databricks offre una serie di piani che garantiscono un supporto dedicato e un'assistenza tempestiva per la piattaforma Databricks e Apache Spark
e un servizio tempestivo per la piattaforma Databricks e Apache Spark™.
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 |
Definizioni e termini
- L'orario di lavoro dell'assistenza va dal lunedì al venerdì, dalle 9.00 alle 18.00 (fuso orario del Nord America (EST/CST/PST/MST), Europa centrale (CET), Singapore/Cina (SGT/CST) e Australia Eastern (AET)). Gli orari di lavoro del supporto escludono le festività locali in ogni fuso orario.
- Il canale di assistenza via chat non rientra nei tempi di risposta dello SLA di assistenza.
- Per "contatto" si intende un utente nominativo unico di clienti (indirizzo email, ID chat); gli account non possono essere condivisi.
- Per i problemi di gravità mission-critical segnalati, Databricks assegnerà un Escalation Manager per monitorare e supervisionare la risoluzione dei casi e fornire aggiornamenti ai clienti su base ricorrente di 15 minuti.
- L'assistenza aggiuntiva rispetto a quella inclusa in un piano di assistenza può essere acquistata come servizi di consulenza, che saranno forniti dal nostro team di servizi professionali.
- Se in un ordine non viene specificata l'assistenza, il supporto del cliente si limita alla documentazione pubblica e alle risorse aperte del centro assistenza Databricks.
- Per ulteriori informazioni sulle definizioni, i processi e i termini dell'assistenza, consultare le risorse disponibili nel nostro Manuale dell'assistenza clienti.
Per accelerare i vostri progetti sui dati, vi consigliamo i nostri abbonamenti Guided Success, che integrano il supporto fornendovi un'assistenza continua da parte di un esperto Databricks, consigli proattivi e coaching tecnico.