Databricks Unified Analytics Platform

Databricks offers several support plans including Feature, Business, Production, and Mission Critical. Each plan provides different levels of support and services such as multicloud support, single-cloud support, support portal access, updates and patches, and service level agreements (SLAs).

Under the Production support plan, the initial response times are as follows: Severity 1 (mission-critical production system down) - within 1 hour, Severity 2 (production issue with degraded capacity) - within 2 hours, Severity 3 (minor functionality impacted) - within 4 hours, and Severity 4 (request for information or feature request) - within 1 business day.

Databricks support business hours are from Monday through Friday, from 9 AM to 6 PM in the customer's designated time zone. Support business hours exclude local holidays in each time zone.

The maximum number of technical contacts allowed varies by support plan: Feature plan allows 2, Business plan allows 8, and Production and Mission Critical plans allow 16.

The Mission Critical support plan includes proactive monitoring of workspace-level health metrics by the Databricks Support Operations team and direct access to Databricks Escalation Managers for cases with mission-critical severity.

The Databricks Chat Support channel is a per-customer dedicated real-time messaging channel (e.g., Slack, Microsoft Teams) available during business hours for informal communication, such as basic questions and information exchange.

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.

The Designated Support Engineer (DSE) offering complements annual platform support subscriptions by providing ongoing access to a Databricks support expert for a flexible range of support-related activities.