Databricks Support Policy
Databricks provides a number of plans that provide you with dedicated support
and timely service for the Databricks platform and 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 Business HoursLive support during customer's designated Databricks support 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 | Mission Critical, 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 | |
|---|---|
Supported Customers who subscribe to Business or Enhanced tier Support Services for MCT Platform Services will receive Production-level SLA benefits during scheduled Hero Reservations. | Unsupported Customers who schedule Hero Reservations must purchase standalone Hero Reservation Support for the period of their Hero Reservation. Customers with standalone Hero Reservations support will receive Production-level SLA benefits during the period of their Hero Reservation with the following differences: |
Definitions and Terms
- Support business hours are from Monday through Friday, from 9 AM to 6 PM (North America time zones (EST/CST/PST/MST), Central Europe (CET), Singapore/China (SGT/CST) and Australia Eastern (AET) Timezone). Support business hours exclude local holidays in each timezone.
- Chat Support channel is not covered under the Support SLA response times.
- “Contact” means a unique named user at customer (whether by email address, chat ID); accounts may not be shared.
- For reported mission critical severity issues, Databricks will assign an Escalation Manager to monitor and oversee case resolution and provide updates to the customer on a 15-minute recurring basis.
- Additional assistance beyond what is included in a support plan can be purchased as Advisory Services which will be delivered by our Professional Services team.
- If no support is specified in an order, the customer’s support is limited to public documentation and open resources on the Databricks Help Center.
- View the resources available through our Customer Support Handbook for more information on support definitions, processes and terms.
- Customer is required to select its designated support time zone from the preceding available options as part of support setup or support account update. Support Service availability and measurement of SLAs are based on Customer's designated support time zone.
To optimize your Databricks Support experience, we recommend our Designated Support Engineer (DSE) offering, which complements annual platform Support subscriptions by providing you with ongoing access to a Databricks Support expert for a flexible range of support-related activities. Click here for details and terms applicable to Designated Support Engineer subscription(s).