Support

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. See Google Cloud Customer Care. Google Cloud and Databricks support work jointly on support issues.

• Open a support case with Databricks

  A Databricks support contract enables you to log tickets with Databricks support. Contact your Databricks account team to review the available options and 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.

Requirements for Databricks support

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.

To purchase a Databricks Support contract, contact us using this request form.

Log in to the Databricks Help Center

Submit and manage your Databricks support tickets in help.databricks.com. Use your Databricks account to log in. If you use Databricks Support credentials to log in, click the link next to Don’t have a Databricks Workspace account?.

Create a Databricks support case

To submit a new support case, log in to the Help Center, click the Submit Case button, and complete the required information. If your workspace name isn’t in the Workspace Name drop-down menu, enter your workspace ID in the Additional Information section.

Select the correct Business Impact. Business impact determines the service level agreement associated with your ticket.

Create a support case by email

Submit a support case by emailing help@databricks.com. If your email address is not registered as an authorized support contact, there will be a delay while Databricks Support validates your authorization.

Manage an open support case

After you submit a case, you will be redirected to the case details page, where you can review previously added comments and add new ones.

You can also respond to a support case by replying to new comment notification emails.

Find your case by clicking the My Cases button in the upper right corner of the Help Center banner and selecting the appropriate case number.

Manage support cases opened by others

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 drop-down menu. For more information about responding to support cases, see Manage an open support case.

Note

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 to enable it.

Close a support case

If you no longer require support, click the blue Close Case button on the case details page. This action 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 seven days.

Reopen a support case

If you have questions about a closed case, click the Reopen Case button on the case details page to resume the investigation.

To find closed cases, click the My Cases button to open the My Support Cases page, and select My Closed Cases from the drop-down menu.

Escalate a support case

When you submit a support case for an issue that has a critical and time-sensitive impact on your business, select the Urgent priority. If an existing case becomes more urgent, 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, the support engineer will contact you during your stated local business hours.

Update your profile

Updating your profile helps Databricks Support stay in touch with you by having your current phone number and preferred working hours. To update your profile, click the profile icon in the upper right corner of the Help Center banner, select My Profile, and click the Edit button on your profile card.

Databricks Support will use the phone number in your profile to reach you if we cannot reach you by email or through the support case.

Note

If your support account does not include 24x7 support, Databricks cannot guarantee a technical solutions engineer will be available during your preferred working hours.

Help Center admin tasks

Your organization’s registered Help Center admins can add, remove, or modify registered support contacts for your account. They can also set a global preferred timezone, impacting SLAs associated with your support cases.

To access the admin console, click the profile icon in the upper right corner of the Help Center banner and select Manage Contacts.

Note

If you do not see the Manage Contacts option on your profile menu, you do not have administrative privileges for your support contract. Support contract administrative privileges are not the same as administrative privileges on your Databricks workspace.

Create and activate contacts

In the admin console, you will see a list of account contacts stored by Databricks. If a contact has a grey status button, that contact is not an activated support contact. To activate a contact, click the grey status toggle. The toggle will change to green, indicating that this contact is 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.

Set read and write access

Your support contract includes a set number of seats for people who can comment on support cases. You have a separate seat allocation for people who can view and follow active cases. View these allocations in the admin console.

To provision a user to create or update support cases, select Edit/View tickets from the drop-down menu in the Access column. If you want to provision a user with view-only access, select View tickets only.

Update your organization’s preferred timezone

Your preferred timezone determines the business hours during which your SLAs are in effect. To view or change your preferred timezone, click Manage Contacts. When you select a preferred timezone, the preference is applied globally to all contacts in your organization.

Note

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.