This article explains how eligible users with a Databricks Support contract can open and manage support cases.
There are two ways to open a support case for Databricks on Google Cloud.
Open a support case with Google Cloud support
The support process for Databricks on Google Cloud starts with Google support. To learn more, see Getting Support for Google Cloud. Google Cloud and Databricks support have collaboration channels to jointly help customers with any product issues.
Open a support case with Databricks
A Databricks support contract enables you to log tickets with Databricks support directly. Contact your Databricks account team to review the available options and to establish a direct support relationship with Databricks. This article shows you how to manage the Databricks support process.
If your organization does not have a Google Cloud or Databricks support subscription, or if you are not an authorized contact for your company’s support subscription, you can find answers to many questions on the Databricks Help Center.
Your organization must have a Databricks Support contract and your email address must be registered as an authorized support contact. See Create and activate contacts.
If you would like to learn more about purchasing a Databricks Support contract, contact us using this request form.
The Help Center is where you submit and manage your Databricks support. To log in, go to help.databricks.com and click Login. You can log in using your Databricks account login. If you are using Databricks Support credentials to log in, click the link next to Don’t have a Databricks Workspace account?.
To submit a new support case, log in to the Help Center then click the Submit Case button and complete the required information. If your workspace name is not included in the Workspace Name drop-down menu, enter your workspace’s workspace ID in the Additional Information section.
Be sure to select the correct Business Impact, because this determines the service level agreement associated with your ticket. For more information regarding your service level agreements, consult your Databricks contract.
You can also submit a support case by emailing email@example.com. If your email address is not registered as an authorized support contact, you may experience a delay while Databricks Support validates that you are authorized to submit cases on behalf of your account.
After you submit a case, you are automatically redirected to the case details page. On this page you can review previously added comments or add a new comment at the bottom of the page.
You can also respond to a support case by directly replying to the new comment notification emails.
If you navigate away from the case details page, you can always return by clicking the My Cases button on the top right corner of the Help Center banner and selecting the appropriate case number.
To view or comment on cases opened by other authorized support contacts, click the My Cases button to open the My Support Cases page, and select My Company Open Cases from the dropdown menu. For more information about responding to support cases, see Manage an open support case.
If you are unable to see other cases after you select My Company Open Cases, this feature may be turned off for your organization’s profile. Contact Databricks Support if you would like to request that it be enabled.
If your issue has been resolved and you no longer require support, click the blue Close Case button on the case details page. This marks your case as solved and removes it from your list of open cases.
Cases with a status of Solved are automatically closed if Databricks Support receives no responses for 7 days.
If you have any questions regarding a closed case, click the Reopen Case button on the case details page. Your assigned technical solutions engineer will automatically be notified to resume investigation of the issue.
To find closed cases, click the My Cases button to open the My Support Cases page, and select My Closed Cases from the dropdown menu.
When you submit a support case for an issue that has a critical and time-sensitive impact on your business, Databricks Support recommends that you select a priority of Urgent. If a case was submitted at a lower priority but the issue has become more urgent over time, click the Escalate Case button on the case details page to notify the on-duty manager that your case requires immediate attention.
The response SLA for an escalated case is the same as the SLA for a first response on an Urgent support case, as stated in your Databricks contract.
If your support contract does not include 24x7 coverage, you will be contacted by an on-duty manager during your local business hours.
Updating your profile helps Databricks Support stay in touch with you more effectively. To update your profile, click the profile icon in the top right corner of the Help Center banner, select My Profile, and then click the Edit button on your profile card.
Any phone number stored on your profile can be used by Databricks Support if we are unable to reach you by email or through a support case. Updating your time zone also lets us know your preferred working hours; when possible, we will attempt to align you with a technical solutions engineer available during those hours.
If your support account does not include 24x7 support, Databricks cannot guarantee that a technical solutions engineer will be assigned during your preferred working hours. Business hours for your account are configured on the admin console. See Update your organization’s preferred timezone.
Your organization’s registered Help Center admins are allowed to add, remove, or modify registered support contacts for your account. They can also set a global preferred timezone, which will impact SLAs associated with your support cases.
To access the admin console, click the profile icon in the top right corner of the Help Center banner and select Manage Contacts.
If you do not see the Manage Contacts option on your profile menu, you do not have administrative privileges for your support contract. Contact Databricks Support if you are unsure who manages your account. Having administrative privileges for your support contract is not the same as having administrative privileges on your Databricks workspace.
In the admin console, you will see a list of account contacts currently stored by Databricks. If a contact has a grey status button, that contact is not activated for support access. To make a contact active, click the grey status toggle. The toggle will change to green, indicating that this contact is now active.
If you want to create a new contact, click the Create Contact button and select the level of access you want the contact to have.
Your support contract includes a limited number of seats that can be assigned to users for the purpose of creating and commenting on support cases. In addition to this, you are provided with a separate allocation of seats that can be used to view and follow active cases. You can view these allocations in admin console.
To provision a user to create or update support cases, select Edit/View tickets from the dropdown menu in the Access column. If you want to provision a user with view-only access, select View tickets only.
If chat support is included in your contract, click your profile icon in Help Center banner and select Enable Chat.
Databricks supports chat on Microsoft Teams and Slack. Choose either Slack or Teams as the Chat Type, then select from a list of active users who you want to join the chat channel. After making these selections, click Submit.
The Support Operations team processes chat request support tickets within one to two business days.
Your preferred timezone determines the business hours during which your SLAs are in effect. To view or change your preferred timezone, click Manage Contacts then select dropdown list on the right side of the page. When you select a preferred timezone, the preference is applied globally to all contacts in your organization.
If your account includes 24x7 production support, cases filed as High or Urgent priority are eligible for responses across all time zones, regardless of your selection.