Snowflake Enterprise Support Package

Our Snowflake experts can handle the mundane tasks, administration, and end-to-end support that takes care of most tier 1 and tier 2 issues that can affect your Snowflake service and operations, handling any requests through our support portal and requests via email. But, we understand that there are some questions that are more easily addressed when you can interact with a bonafide, live human, and that support is also available in this enterprise support package.

Who is this package for? Those running initiating their Snowflake accounts requiring a proof of value (PoV) all the way to critical production workloads on top of Snowflake who want the reassurance of knowing they can get in touch with an expert at any time of day when things don’t go as planned and an urgent situation arises. This includes work that requires development efforts that are required in order to handle development requests. As such, development requests are then part of a draw down of the support package monthly utilization. Any development efforts extending beyond a monthly service level is easily handled using a burst of support for that given period.

Now that you know who our enterprise support package is for, let’s look at the finer points.

Support availability: 24/7/365

Severity level, guaranteed response time (SLA), and communication method:

• Low — 24 hour response time — Email & Support Portal
• High — 2-4 hour response time — Email & Support Portal
• Critical — 15 minute response time — Phone, Email & Support Portal
• Other important features: Support portal ticketing system, on-boarding, and technical account management

It is that straightforward. We have flexibility to work with enterprises both large and growing. For those who want support services that provide a bit more in the way of being able to spend time with real people from our certified Snowflake team of professionals, that is also versed in all major cloud vendors (AWS, etc.) architectures and applications with the capacity to extend into a development or project based effort, make sure you request your private offer today!

AICG’s deliverables for Enterprise Support depends on the case severity, the requests submitted, and response times. Other deliverables for any development efforts extending

For enabling Enterprise Support for your account please contact sales@aicg.com . An account manager will discuss with you your needs and provide you with additional details and structured packages based on those requirements. You will continue then to work through the AWS Marketplace to complete the necessary steps in order to confirm the support levels discussed. A short on-boarding process will then commence, followed by a kick-off meeting, starting your enterprise support with AICG.