Common use of Priority Support Clause in Contracts

Priority Support. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section 1 (General Support Offering) and Section 4 (Premier Support): a. Follow-the-Sun Case Management. Snowflake Support shall implement follow-the-sun case management for handling Severity ▇▇▇▇▇ ▇ and Severity Level 2 Support Cases, to better facilitate uninterrupted support by utilizing Snowflake Support across multiple time zones.

Appears in 1 contract

Sources: Support Policy and Service Level Agreement

Priority Support. If Customer is receiving Priority Support, the following shall apply in addition to the support description in Section 1 (General Support Offering) and Section 4 (Premier Support): a. Follow-the-Sun Case Management. Snowflake Support shall implement follow-the-sun case management for handling Severity ▇▇▇▇▇ ▇ Level 1 and Severity Level 2 Support Cases, to better facilitate uninterrupted support by utilizing Snowflake Support across multiple time zones.

Appears in 1 contract

Sources: Snowflake Reseller Public Sector Access Terms