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Databricks Support Tiers
Databricks provides a number of plans that provide you with dedicated support
and timely service for the Databricks platform and Apache Spark.
Business
Support Portal Access
Online repository of documentation, guides, best practices, and more.
Yes
Updates & Patches
Receive updates, bug fixes, and patches without impact to your business.
Yes
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
1st contact response
time: within 1
business day
Standard Support Severity 2
Production issue where the system is functioning but in degraded or restricted capacity
1st contact response
time: within 1
business day
Standard Support Severity 3
Issue where minor functionality is impacted or a development issue occurs
1st contact response
time: 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.
9am – 6pm,
Business Days*
DATABRICKS STANDARD SUPPORT
Limited to break-fix support for the Databricks platform.
Yes
DATABRICKS SLACK CHANNEL**
Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.
No
MAX NUMBER OF TECHNICAL CONTACTS†
The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)
2
DATABRICKS' SUPPORT FOR SPARK††
Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.
Up to 2 hours/month†
Enhanced
Support Portal Access
Online repository of documentation, guides, best practices, and more.
Yes
Updates & Patches
Receive updates, bug fixes, and patches without impact to your business.
Yes
SERVICE LEVEL AGREEMENT
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
1st contact response
time: within 4
business hours
Standard Support Severity 2
Production issue where the system is functioning but in degraded or restricted capacity
1st contact response
time: within 1
business day
Standard Support Severity 3
Issue where minor functionality is impacted or a development issue occurs
1st contact response
time: 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.
9am – 6pm,
Business Days*
DATABRICKS STANDARD SUPPORT
Limited to break-fix support for the Databricks platform.
Yes
DATABRICKS SLACK CHANNEL**
Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.
Optional Upgrade
MAX NUMBER OF TECHNICAL CONTACTS†
The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)
4
DATABRICKS' SUPPORT FOR SPARK††
Prioritized access to the world’s leading Spark technical experts for troubleshooting problems using the product and services.
Up to 4 hours/month†
Production
Support Portal Access
Online repository of documentation, guides, best practices, and more.
Yes
Updates & Patches
Receive updates, bug fixes, and patches without impact to your business.
Yes
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
1st contact response
time: within
1 hour
Standard Support Severity 2
Production issue where the system is functioning but in degraded or restricted capacity
1st contact response
time: within
4 hours
Standard Support Severity 3
Issue where minor functionality is impacted or a development issue occurs
1st contact response
time: 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 & 2: 24x7x365,
Severity 3 & 4: 9am – 6pm,
Business Days*
DATABRICKS STANDARD SUPPORT
Limited to break-fix support for the Databricks platform.
Yes
DATABRICKS SLACK CHANNEL**
Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.
Yes
MAX NUMBER OF TECHNICAL CONTACTS†
The number of technical contacts with access to the Databricks Help Center or Slack 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†
Feature
Business
Enhanced
Production
Support Portal Access
Online repository of documentation, guides, best practices, and more.
Yes
Yes
Yes
Updates & Patches
Receive updates, bug fixes, and patches without impact to your business.
Yes
Yes
Yes
SERVICE LEVEL AGREEMENT
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
1st contact response
time: within 1
business day
1st contact response
time: within 4
business hours
1st contact response
time: within
1 hour
Standard Support Severity 2
Production issue where the system is functioning but in degraded or restricted capacity
1st contact response
time: within 1
business day
1st contact response
time: within 1
business day
1st contact response
time: within
4 hours
Standard Support Severity 3
Issue where minor functionality is impacted or a development issue occurs
1st contact response
time: within 1
business day
1st contact response
time: within 1
business day
1st contact response
time: 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.
9am – 6pm,
Business Days*
9am – 6pm,
Business Days*
Severity 1 & 2: 24x7x365,
Severity 3 & 4: 9am – 6pm,
Business Days*
DATABRICKS STANDARD SUPPORT
Limited to break-fix support for the Databricks platform.
Yes
Yes
Yes
DATABRICKS SLACK CHANNEL**
Per customer dedicated Slack channel for informal communication between the two teams, such as basic questions and information exchange.
No
Optional Upgrade
Yes
MAX NUMBER OF TECHNICAL CONTACTS†
The number of technical contacts with access to the Databricks Help Center or Slack Channel (if available)
2
4
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 2 hours/month†
Up to 4 hours/month†
Up to 8 hours/month†
* Support business hours are Monday through Friday excluding US holidays, from 9AM to 6PM in customer’s choice of local North America, Central European time or Singapore/China Timezone.
**Slack channel is not covered under the Support SLA response times.
† “Contact” means a unique named user at Customer (whether by email address or Slack ID); accounts may not be shared.
†† Additional assistance beyond the original limits can be purchased as consulting services at any time and will be delivered by our professional services team.
If no support is specified in an Order, Customer’s support shall be limited to public documentation and forums. Support is not available to address performance issues on Databricks Jobs Light Comput

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