Other Support and Training. Snowflake also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Snowflake Lodge. Additionally, Snowflake offers for-fee consultation and training services via Statements of Work.
Other Support and Training. Snowflake also offers various support and training resources such as documentation, community forums, FAQs and user guides available on the Snowflake Lodge. Additionally, Snowflake offers for-fee consultation and training services via Statements of Work. Table 1: Error Severity Level Definitions Severity Level 1 (Critical Severity) An Error that (a) renders the Snowflake Service completely inoperative or (b) makes Customer’s use of material features of the Service impossible, with no alternative available. Severity Level 2 (High Severity) An Error that (a) has a high impact to key portions of the Service or (b) seriously impairs Customer’s use of material function(s) of the Service and Customer cannot reasonably circumvent or avoid the Error on a temporary basis without the expenditure of significant time or effort. Severity Level 3 (Medium Severity) An Error that has a medium-to-low impact on the Service, but Customer can still access and use some functionality of the Service. Severity Level 4 (Low Severity) An Error that has low-to-no impact on Customer’s access to and use of the Service. Table 2: Severity Level Response Times Error Severity Level Standard Support Premier Support Initial Response Time Target Severity Level 1 (Critical Severity) Four (4) Business Hours One (1) Hour Severity Level 2 (High Severity) Eight (8) Business Hours Two (2) Business Hours Severity Level 3 (Medium Severity) Two (2) Business Days One (1) Business Day Severity Level 4 (Low Severity) Four (4) Business Days Two (2) Business Days
