Common use of Error Response Clause in Contracts

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. US 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. US North America 24x7x365 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU EMEA 24x7x365 24x7x365 6AM-6PM CE Mon-Fri Recognized EU EMEA Bank Holidays Asia Pacific 24x7x365 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Toll-Free phone access 24x7 N Y Y Snowflake Lodge (knowledge-knowledge base, forums, articles, events, etc.) Y Y Y Follow-the-Sun Case Management N Y Y Number of Total Customer Contacts 5 10 Unlimited Case Escalation N Y Y

Error Response. Upon receipt of a Support Case, Snowflake Joinder Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake Joinder shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Joinder Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake Joinder may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake Joinder will promptly notify Customer in advance of such designation. If Customer notifies Snowflake Xxxxxxx of a reasonable basis for disagreeing with SnowflakeXxxxxxx's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. US Table 3: Joinder Service Region Sev 1 (Premium) Sev 1-4 (Standard) Sev 2-4 (Premium) North America 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Toll-Free phone access 24x7 N Y Snowflake Lodge Joinder Support Home (knowledge-knowledge base), forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y

Error Response. Upon receipt of a Support Case, Snowflake Support will attempt to determine the Error and assign the applicable Severity Level based on descriptions in Table 1. Snowflake shall use commercially reasonable efforts to meet the Initial Response Time Target for the applicable Severity Level, as measured during in-region Snowflake Support hours set forth in Table 3 below (such hour(s), “Business Hour(s)” with the total Business Hours in an in-region support day being “Business Day(s)”). If the Customer Contact that submitted the Support Case is unresponsive or unreachable, Snowflake may downgrade the Severity Level by one level. If Snowflake’s Severity Level designation is different from that assigned by Customer, Snowflake will promptly notify Customer in advance of such designation. If Customer notifies Snowflake of a reasonable basis for disagreeing with Snowflake's designated Severity Level, the parties will discuss in an effort to come to mutual agreement. If disagreement remains after discussion, each party will escalate within its organization and use good faith efforts to mutually agree on the appropriate Severity Level. US North America 24x7x365 6AM-6PM PT Mon-Fri Recognized U.S. Federal Holidays EU 24x7x365 6AM-6PM CE Mon-Fri Recognized EU Bank Holidays Asia Pacific 24x7x365 6AM-6PM AEDT Mon-Fri Recognized APAC Holidays Toll-Free phone access 24x7 N Y Snowflake Lodge (knowledge-base, forums, articles, events, etc.) Y Y Follow-the-Sun Case Management N Y Number of Total Customer Contacts 5 10 Case Escalation N Y