The Snowplow HA Pipeline allows companies to collect and operationalize behavioral data using Snowplow’s core behavioral data pipeline in a high availability setup.
The Snowplow behavioral data pipeline enables organizations to create behavioral data across multiple applications (through 20+ SDKs including Javascript, iOS, Android, Python and more), validate and enrich that data in real-time and stream it into warehouse, data lake and other destinations (e.g. Snowflake, Databricks, BigQuery, Redshift, OneLake and others).
Our Snowplow HA Pipeline commercial agreement enables customers to run a single Snowplow pipeline in production, in a highly-available manner, removing the high-availability restriction defined under the terms of our SLULA (Snowplow Limited Use License Agreement).
Key features
Running Snowplow in a high-availability environment
Snowplow HA Pipeline is a commercial license, enabling customers to run a highly-available Snowplow pipeline in production. This commercial license allows customers to run redundant components of the Snowplow pipeline to avoid or reduce single points of failure in production environments.
Customer Support
There are two tiers of 24×7 customer support available to Snowplow HA Pipeline customers: Standard and Enhanced Support.
Snowplow HA Pipeline customers also have access to our help center, knowledge base, and product documentation.
Snowplow provides customer support under the terms and services described in our Statement of Support.
As part of all our licenses, Snowplow HA Pipeline customers also have access to our Community Forum.
Critical CVE updates
The Snowplow HA Pipeline product provides (no less than quarterly) updates to patch critical CVEs.
Product Options
The following options are available to Snowplow HA Pipeline customers.
vCPUs
Product options are based on how many vCPUs a Snowplow HA Pipeline customer runs across all SLULA-licensed pipeline components, where:
- A vCPU is any logical CPU core as reported by the host operating system. A vCPU can represent a physical core, a logical core created through the use of hyper-threading or simultaneous multithreading, or a shared logical CPU provided through virtualization
- Max vCPUs indicates the maximum number of vCPUs permitted to use across the term of the contract
Support Options and SLOs
Support Tiers
All Snowplow HA Pipeline customers have access to either Standard or Enhanced Support, which offer different support SLOs.
Severity Levels and SLOs
Snowplow provides support to customers under the terms and services described in our Statement of Support.
When you contact Snowplow Support, tickets are prioritized according as level 1 (highest) to 4 (lowest) depending on the severity and impact of the issue or question. These severity levels are defined in our Statement of Support.
Snowplow customers also have access to our Community Forum.
Support SLOs are dependent on the severity of the issue and on which Support Level (Standard or Enhanced) you have purchased. Snowplow reserves the right to adjust the Severity of any Support Ticket to align with the definitions laid out in the Statement of Support.
In the event that a customer is entitled to access Snowplow Support through multiple agreements or multiple product purchases, then the highest SLA or SLO across entitlement will apply across all purchased products. SLA and SLO commitments are still bound by the terms of service outlined in the Statement of Support and associated severity of any ticket.
Support SLOs are outlined in the Product options above and are dependent on the severity of the issue and Snowplow HA Pipeline product option you have purchased. Snowplow reserves the right to adjust the Severity of any Support Ticket to align with the above definitions. Snowplow will ensure that customers receive human responses to questions submitted via support tickets as detailed in the table above. Snowplow does not commit to resolution time SLOs or SLAs.
Out of Scope
The following are not included in any part of a Snowplow HA Pipeline product option.
- Data Model Packs or any other Snowplow product
- Snowbridge (CDI) – the Snowplow HA Pipeline offering does not confer the right to run SLULA-licensed Snowbridge instances
- Any managed service (e.g. upgrades, alerting, or services specifically forming part of the Snowplow BDP managed service)
- Any form of hosting
- Technical Account Manager
- Professional Services or implementation
- Support for non-standard components or forked components
- Anything explicitly stated as out of scope in our Statement of Support