SUPPORT POLICY AND SERVICE LEVEL AGREEMENTPolicy and Service Level Agreement • June 9th, 2021
This Snowflake Support Policy and Service Level Agreement (“Policy”) is subject to the agreement between you (“Customer”) and Snowflake Inc. (“Snowflake”) under which Snowflake provides its SaaS data-warehousing service that references this Policy (“Agreement”). This Policy describes Snowflake’s support offering provided by Snowflake’s technical support team (“Snowflake Support”) in connection with support requests related to bugs, defects, or errors in the Service causing it to fail to perform in material conformance with the Documentation (“Errors”). This Policy also describes the service level commitments applicable to certain editions of the Service. Customer shall receive Standard Support or Premier Support for the Edition of the Service as described in the applicable Order Form (“Support Level”). This Policy may be updated by Snowflake from time to time upon notice (which may be provided through the Service or by posting an updated version of this Policy). Capitalized terms not d
SUPPORT POLICY AND SERVICE LEVEL AGREEMENTPolicy and Service Level Agreement • January 11th, 2022
This Virtana Support Policy and Service Level Agreement (“Policy”) is subject to the agreement between you (“Customer”) and Virtual Instruments Inc., DBA Virtana. (“Virtana”) under which Virtana provides the Service that references this Policy (“Agreement”). This Policy describes Virtana’s support offering provided by Virtana’s technical support team (“Virtana Support”) in connection with support requests related to bugs, defects, or errors in the Service causing it not to perform in material conformance with the Documentation (“Errors”). This Policy also describes the service level commitments applicable to the Service. This Policy may be updated by Virtana from time to time upon notice (which may be provided through the Service or by posting an updated version of this Policy). Capitalized terms not defined in this Policy shall have the meaning given to them in the Agreement.
