Snowplow Service Levels

Last updated: 20 September 2024

Snowplow offers two tiers of Service Levels to cater to your different operational needs: Standard and Enhanced. These service levels cover three key areas: Collector Uptime, Data Latency, and Support Response Times. The service level applicable to you will be set out in your Order Form.

Collector Uptime

Snowplow ensures high availability of its data collection services, with a guaranteed uptime depending on the selected service tier.

  • Standard: 99.9% uptime
  • Enhanced: 99.99% uptime

Data Latency

Snowplow provides fast data ingestion times for supported data platforms. Data Latency refers to the time it takes for data to be available for query after collection.

  • Standard: No guarantee on data latency.
  • Enhanced SLA:
    • Data available in 30 minutes for Redshift/Snowflake platforms.
    • Data available in 15 minutes for BigQuery platform.

Support Response Times

Snowplow prioritizes support requests based on the severity of the issue, with faster response times for critical issues. Support SLAs vary based on the subscription tier and the severity level of the issue.

Severity Level

Description

Standard Service Level

Enhanced Service Level

1 (Urgent)

Product is not functioning reliably or securely in a production environment, making the service unusable with no alternative available.

1 hour 

response

0.5 hour response

2 (High)

Significant product functionality is affected, unusable or unreliable in a production environment. A workaround might exist but is complex or unreliable.

8 hour 

response

1 hour 

response

3 (Normal)

Minor features are impacted, or there are general usage questions. The product remains functional, or there is an easy workaround for the issue.

24 hours response

8 hour 

response

4 (Low)

Minor usability issues or non-critical errors that do not materially impact the product's function or intended use.

24 hour 

response

24 hour 

response

Snowplow does not commit to resolution time SLAs.

Snowplow reserves the right to adjust the Severity of any Support Ticket to align with the above definitions.