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Databricks Support Policy - Digital Native Support

 

Databricks Digital Native Support provides dedicated support and timely service designed for the unique needs of eligible Digital Native organizations, for the Databricks platform and Apache Spark™

This Supplement is the Databricks Support Policy for purposes of Digital Native Support.

Feature
Digital Native

Dedicated Digital Native Support Pod

A dedicated team of senior support engineers with more familiarity with your environment and resources and faster escalation to engineering as needed

Multi Cloud Support

Support for Databricks on permitted Cloud Service Providers and Databricks-powered services; complimentary Success Credits available based on commitment size

Single-Cloud Support

Support for platform services on a single-chosen Cloud Service Provider

Support Portal Access

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

Support Case Opening

Case opening via in-product Merlin tool to improve case submission experience

Updates and Patches

Receive updates, bug fixes, and patches without impacting your business

Service Level Agreement (SLA)

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

Within 1 hour

Standard Support Severity 2

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

Within 4 hours

Standard Support Severity 3

Issue where minor functionality is impacted or a development issue occurs

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 and 2: 24x7x365

Severity 3 and 4: 9 AM–6 PM, business days

Databricks Standard Support

Limited to break-fix support for the Databricks platform

Databricks Chat Support Channel

Per 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 Contacts

The number of technical contacts with access to the Databricks Help Center or Chat Support 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

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. However, as an override to any conflicting process instructions in the Customer Support Handbook, Digital Native subscribers should use the following Digital Native Support-specific processes to contact Databricks to access Digital Native Support Services benefits:
    • Case opening via the In-Product Support Ticket Submission to improve case submission experience. If a ticket needs to be created, it will be routed to a member of the digital native support pod for handling.
    • The In-Product Support Ticket Submission can be found within the Databricks product. It provides in-product guidance when the assistant does not have an answer. If the assistant's response is not satisfactory, the customer can select an option and the details they wrote into the assistant will auto-fill in the ticket template. See image below for details.Product Ticket Submission Experience
    • Dedicated Digital Native support pod of senior support engineers, available:
      • Sev 1 & 2: 24x7
      • Sev 3 & 4: 9am – 6pm Business Days
    • Faster Access to SMEs & Engineering to debug issues
    • Customers can request standby support for upcoming high priority events via in-product ticket submission system

Designated Support Engineer

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).

 

Databricks Support Policy - Last Revised: September 2024