Snowplow Service Levels

Last updated: 28 February 2025

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.

Definitions

“Month" refers to a calendar month.

"Applicable Monthly Service Fees" means the total fees paid by you for Snowplow Services during the month in which the SLA breach occurred.

“Collector Uptime” is the total number of minutes during the month that the Snowplow Collector was available. Uptime calculations do not include partial minutes or scheduled downtime for maintenance and upgrades.

"Monthly Uptime Percentage" is calculated on a monthly basis as:

(total minutes in month - minutes unavailable)/total minutes in month * 100

“Data Latency”  is the time it takes for any data to be available for query in the destination after collection by the Snowplow collector.

“Data Latency SLA”  is calculated on a monthly basis as:

(Total time in a calendar month that the Data Latency is within the time period denoted / Total time in calendar month)  * 100

"Service Credit" is the percentage of the Applicable Monthly Service Fees to be credited to you if Snowplow approves your claim, as set forth below.

“First Response Support SLA” is the time taken for a first response to be sent on a support ticket.

Collector Uptime

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

  • Standard: 99.9%
  • Enhanced: 99.99%

uptime each calendar month.

Service Credits in case of Collector Uptime SLA Breach

If Snowplow does not meet any Collector Uptime over a calendar month, the customer will be entitled to Service Credits on the Applicable Monthly Service Fees in accordance with the following schedule:

  • Standard SLA
    • Collector Uptime less than 99.9%: Eligible for 5% Service Credit
  • Enhanced SLA
    • Collector Uptime less than 99.99% but greater than or equal to 99.9%: Eligible for 5% Service Credit
    • Collector Uptime less than 99.9%: Eligible for 10% Service Credit

applied to the Applicable Monthly Service Fees paid by the Customer for the relevant month.

Data Latency

Snowplow provides fast data ingestion times for supported data platforms.

Snowplow will ensure that data is available within the time periods denoted per destination 99.9% of the time each calendar month.

  • Standard SLA: 24 hours to the following supported destinations
    • Redshift
    • BigQuery
    • Data Lake
    • Snowflake
    • Databricks
    • Event Forwarding to supported destinations
  • Enhanced SLA:
    • Data available in 30 minutes for Redshift/Snowflake platforms
    • Data available in 15 minutes for BigQuery platform
    • Data available in Data Lake in 10 minutes
    • Streaming SLA:
      • Streaming data in Snowflake in 30 seconds
      • Streaming data in Databricks in 30 seconds
      • Streaming data in BigQuery in 30 seconds
      • Event Forwarding to supported destinations in 30 seconds

Service Credits in case of Data Latency SLA Breach

If Snowplow does not meet any Data Latency SLA over a calendar month, the customer will be entitled to Service Credits on the Applicable Monthly Service Fees in accordance with the following schedule:

  • Data Latency SLA met less than 99.9% of the time but greater than or equal to 99.0% of the time: Eligible for 5% Service Credit
  • Data Latency SLA met less than 99% of the time: Eligible for a 10% Service Credit

applied to the Applicable Monthly Service Fees paid by the Customer for the relevant month.

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Support Response Times

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

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.

Service Credits in case of Support Response SLA Breach

If Snowplow does not meet any Support Response SLA in a calendar month, the customer will be entitled to Service Credits on the Applicable Monthly Service Fees equal to 1% per breached Support ticket.

Service Credits

Snowplow will use commercially reasonable efforts to ensure the service levels indicated here are met.

Credits are limited to a maximum of 20% of the Applicable Monthly Service Fees.

Service Credits are subject to the terms of the customer’s Master Services Agreement and applicable Order Forms. To the extent of any inconsistency between the Master Services Agreement and applicable Order Forms and these SLAs, the Master Service Agreement and applicable Order Form apply.

In order to receive a credit, the customer must notify Snowplow Support in writing of each entitlement within 30 days following the month during which the service credit applies. Failure to comply with this requirement will forfeit the customer’s right to receive such credit.

Upon receipt of such a claim, Snowplow will make a determination in reasonable time and good faith based on its system logs, monitoring reports, configuration records, and other available information.

Service Credits may not be redeemed for cash. Snowplow will only apply any Service Credits only against future payments for services. Service Credits will not entitle the customer to any refund or other payment from Snowplow.

Service Credits do not apply to any other fees or payments than the Applicable Monthly Service Fees.

All exclusions and clauses in this SLA will be applied before service credits are calculated.

SLA Exclusions

SLAs will not apply to any of the following:

  • Events of force majeure
  • An issue or outage of a third party platform on which Snowplow runs or is dependent on, such as cloud platform or destination outages
  • A failure by the cloud platform to scale up the collector load balancer (Snowplow is responsible for and controls the scaling of the collector application, but AWS controls and is responsible for the scaling of the load balancer)
  • A customer making a configuration change to any of the Snowplow infrastructure running in their cloud account without prior authorization or recommendation by Snowplow
  • Failed events
  • Any feature identified as being pilot, proof of concept, trial, alpha, beta or preview
  • Any data that does not reach the Snowplow collector to be processed (e.g. because of an issue upstream of the collector such as a network or connectivity issue)
  • During any period of onboarding, implementation or when otherwise non-production data being used
  • In the 30 days following any onboarding or implementation project, or any partial calendar month thereafter
  • In the case of significant production data volume increases or significant infrastructure changes, where Snowplow has not been notified of such changes
  • For any Support ticket not created by the customer through an authorized Snowplow Support channel
  • In the event that a customer has agreed in writing to suspend applicable SLAs

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