Databricks Support Policy
Databricks provides a number of plans that provide you with dedicated support
and timely service for the Databricks platform and Apache Spark™
Definitions and Terms
- Support business hours are from Monday through Friday, from 9 AM to 6 PM (North America time zones (EST/CST/PST/MST), Central Europe (CET), Singapore/China (SGT/CST) and Australia Eastern (AET) Timezone). Support business hours exclude local holidays in each timezone.
- Chat Support channel is not covered under the Support SLA response times.
- “Contact” means a unique named user at customer (whether by email address, chat ID); accounts may not be shared.
- For reported mission critical severity issues, Databricks will assign an Escalation Manager to monitor and oversee case resolution and provide updates to the customer on a 15-minute recurring basis.
- Additional assistance beyond what is included in a support plan can be purchased as Advisory Services which will be delivered by our Professional Services team.
- If no support is specified in an order, the customer’s support is limited to public documentation and open resources on the Databricks Help Center.
- View the resources available through our Customer Support Handbook for more information on support definitions, processes and terms.
- Customer is required to select its designated support time zone from the preceding available options as part of support setup or support account update. Support Service availability and measurement of SLAs are based on Customer's designated support time zone.
*SAP Databricks Customers: For details on the Spark & AI Assistance provided by Databricks as part of your SAP Databricks subscription, please refer to the Databricks Support Policy for Spark & AI Assistance. All other technical support for SAP Databricks is provided by SAP under your SAP customer agreement and is included in your SAP Business Data Cloud subscription. Databricks is not responsible for SAP provided support.
**Last update to offerings table February 5, 2026, for earlier version with details on Enhanced Support for existing commit customers, go to this link.
Designated Support Engineer
To optimize your Databricks Support experience, we recommend our Designated Support Engineer (DSE) offering, which complements annual platform Support subscriptions by providing you with ongoing access to a Databricks Support expert for a flexible range of support-related activities. Click here for details and terms applicable to Designated Support Engineer subscription(s).