{
  "schema_version": "1.2.0",
  "generated_at": "2026-09-09T01:12:48.605Z",
  "last_modified": "2026-06-23",
  "result": {
    "slug": "snowflake",
    "name": "Snowflake",
    "vendor": "Snowflake",
    "website": "https://www.snowflake.com/en/",
    "category": "databases-and-data-infrastructure",
    "category_name": "Databases & Data Infrastructure",
    "tags": [],
    "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
    "last_verified": "2026-06-23",
    "sla_status": "credit",
    "sla_status_label": "Credit-backed",
    "sla_help_wanted": false,
    "status_page": null,
    "scope": "global",
    "uptime": 99.9,
    "max_credit_percent": 7,
    "max_credit": {
      "kind": "capped",
      "label": "7×",
      "value": 7,
      "unit": "multiplier"
    },
    "has_automatic_credits": false,
    "min_plan_for_sla": "standard",
    "needs_review": false,
    "default_credit_policy": {
      "calculation": "tiered",
      "remedy": "credit",
      "max_credit_percent": 7,
      "unit": "percent",
      "note": null,
      "automatic": false,
      "credit_tiers": [
        {
          "below": 99.9,
          "credit": 10
        },
        {
          "below": 99,
          "credit": 25
        },
        {
          "below": 95,
          "credit": 100
        }
      ]
    },
    "claim_process": {
      "deadline_days": 21,
      "deadline_basis": "end_of_calendar_month_of_failure",
      "business_days": false,
      "method": "Support Case",
      "url": "https://www.snowflake.com/en/support/",
      "required_evidence": [
        "Account ID",
        "Affected services",
        "Incident timestamps",
        "Impact description"
      ],
      "review_days": 10,
      "credit_application": "Applied to next invoice"
    },
    "exclusions": [
      "Scheduled maintenance",
      "Force majeure events",
      "Customer misconfigurations",
      "Free tier services",
      "Beta features"
    ],
    "support": {
      "tiers": [
        "Premier",
        "Priority"
      ],
      "has_24x7": true,
      "fastest_response": "15 min (Sev1, Priority Support)",
      "response_is_sla": false,
      "designated_contact": "team",
      "architecture_review": true,
      "professional_services": true,
      "success_program": false,
      "training": true,
      "pricing": "custom",
      "source_url": "https://www.snowflake.com/legal-files/Snowflake-Support-Policy-And-Service-Level-Agreement.pdf",
      "note": "Priority Support adds 24x7 for Sev1-2, a Support Account Manager, and a 15-min Sev1 target. It explicitly excludes customer success programs and professional services (sold separately). Uptime (99.9%) is the credit-backed SLA; response times are targets. Snowflake Lodge portal/community + email; phone is last-resort intake only (when portal and email both fail). Premier Sev1 24x7; Priority adds a Support Account Manager + senior engineers. For-fee consultation/training via SoW. Snowflake Lodge portal/community + email; phone is last-resort intake only (when portal and email both fail). Premier Sev1 24x7; Priority adds a Support Account Manager + senior engineers. For-fee consultation/training via SoW."
    },
    "support_tiers": [
      {
        "name": "Standard",
        "slug": "standard",
        "price": "Included",
        "sla_eligible": true,
        "response_time": "< 24 hours"
      },
      {
        "name": "Enterprise",
        "slug": "enterprise",
        "price": "Custom",
        "sla_eligible": true,
        "response_time": "< 1 hour"
      }
    ],
    "sla_tiers": [],
    "services": [
      {
        "id": "business-critical",
        "name": "Snowflake (Business Critical)",
        "category": "data-platform",
        "description": "Includes failover and cross-region DR",
        "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "enterprise",
        "name": "Snowflake (Enterprise)",
        "category": "data-platform",
        "description": "10% credit cap on monthly consumption",
        "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "standard",
        "name": "Snowflake (Standard)",
        "category": "data-platform",
        "description": "No formal SLA for Standard Edition",
        "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "vps",
        "name": "Snowflake Virtual Private (VPS)",
        "category": "data-platform",
        "description": "Dedicated virtual private deployment",
        "sla_url": "https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": true,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "notes": "Snowflake is a Database & Data Infrastructure provider. See the official SLA at [https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/](https://www.snowflake.com/en/legal/addenda/support-policy-and-service-level-agreement/).\n\n<!-- Add human-readable notes about Snowflake's SLA nuances here. -->"
  }
}