Initial response time targets: Snowflake Support and Priority Support
Catalog row in Vendor License Rules · Cited
- Kind
- Support
- Statement
- Snowflake Support Policy and Service Level Agreement (last updated 2026-09-28) Table 2: Severity Level 1: one hour (Snowflake Support) or 15 minutes (Priority Support); Severity 2: two Business Hours or two hours; Severity 3: one Business Day or four Business Hours; Severity 4: two Business Days or one Business Day. Severity 1 is handled 24x7x365 in all regions; Priority Support adds 24x7x365 for Severity 2 and the benefits in the Priority Support Services Description. Cases default to Severity Level 4 unless the customer designates otherwise.
- Applies when
- Choosing a Support Level.
- Applies to
- Snowflake Support Levels designated in the Order Form.