Snowflake vs Databricks SLA

Promised uptime per service, credits, support and what the status pages showed, side by side.

Change vendors (up to four; 2 picked)

VendorHighest SLAWith an SLAFastest support

Promise vs reality, last year

ServiceDowntime vs allowed

Promised in the SLAObserved on the vendor's status pagePartial historyShortfall

Category	Snowflake	Databricks
Data platforms	99.99%Snowflake Service (Data Cloud)	NoneDatabricks Data + AI Platform
Databases	99.95%Snowflake Postgres (HA instances)	99.99%Lakebase Postgres

Vendor and planFastestTargets

Databricks Businessn/aStandard Severity 1: Within 1 business day · Standard Severity 2: Within 1 business day · Standard Severity 3: Within 1 business day · Standard Severity 4: Within 1 business day
Databricks Production1 hStandard Severity 1: Within 1 hour · Standard Severity 2: Within 4 hours · Standard Severity 3: Within 1 business day · Standard Severity 4: Within 1 business day
Databricks Mission Critical15 minMission Critical Severity: Within 15 minutes · Standard Severity 1: Within 1 hour · Standard Severity 2: Within 2 hours · Standard Severity 3: Within 4 hours · Standard Severity 4: Within 1 business day
Databricks Enhanced (legacy, existing commit customers)4 hStandard Severity 1: Within 4 hours · Standard Severity 2: Within 1 business day · Standard Severity 3: Within 1 business day · Standard Severity 4: Within 1 business day
Snowflake Snowflake Support (formerly Premier Support)1 hSeverity 1 (Critical): One (1) hour · Severity 2 (High): Two (2) Business Hours · Severity 3 (Medium): One (1) Business Day · Severity 4 (Low): Two (2) Business Days
Snowflake Priority Support15 minSeverity 1 (Critical): Fifteen (15) Minutes · Severity 2 (High): Two (2) Hours · Severity 3 (Medium): Four (4) Business Hours · Severity 4 (Low): One (1) Business Day