Feature. 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. UPDATES & PATCHES Receive updates, bug fixes, and patches without impact to your business. 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 STANDARD SUPPORT SEVERITY 2 Production issue where the system is functioning but in degraded or restricted capacity FEATURE Issue where minor functionality is impacted or a development issue occurs 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. 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, MSFT Teams) channel available during business hours* for informal communication between the two teams, such as basic questions and information exchange.
Appears in 2 contracts
Sources: Master Cloud Services Agreement, Master Cloud Services Agreement