Common use of Submission of Support Cases Clause in Contracts

Submission of Support Cases. Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer’s Account that experienced the error, (c) include information sufficiently detailed to allow Snowflake Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level four. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enchancement or feature requests, Snowflake shall treat those tickets as closed once the request has been forwarded internally.

Submission of Support Cases. Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer’s Customer Service Account that experienced the error, (c) include information sufficiently detailed to allow Snowflake Support to attempt to duplicate the Error (including any relevant error messages), and (d) provide contact information for the Customer Contact most familiar with the issue. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level four4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enchancement enhancement or feature requests, Snowflake shall treat those tickets as closed once the request has been forwarded internally.

Submission of Support Cases. Each Support Case shall; (a) designate the Severity Level of the Error in accordance with the definitions in Table 1, (b) identify the Customer’s Customer Account that experienced the error, (c) include information sufficiently detailed to allow Snowflake Support to attempt to duplicate the Error (including any relevant error messages, but not export-controlled data, personal data (other than as required herein), sensitive data, other regulated data, or Customer Data), and (d) provide contact information for the Customer Contact most familiar with the issue. Information submitted in a Support Case is not Customer Data. Unless Customer expressly designates the Severity Level, the Support Case will default to Severity Level four4. If Customer believes the issue to be related to Client Software (as defined in the Agreement), then the Support Case shall also include the applicable Client Software log files. If Customer Contacts submit Support Cases related to enchancement enhancement or feature requests, Snowflake shall treat those tickets as closed once the request has been forwarded internally.