This Statement of Support defines the current scope of support provided for Snowplow’s products and services. As our product and service offerings change, this document will evolve to accommodate those changes.
The level of support and products that we support for you are described in your order form or contract. This document offers general guidance on the scope of services provided by Snowplow to our customers. In simplest terms, this page outlines what we support and what we don’t support at this time.
Working With Support
We’re here to help 24x7 to provide product expertise, technical advice, and assistance throughout your journey with Snowplow. Don’t hesitate to contact us if you have product or implementation questions, or would like to discuss any aspect of our products or service.
Raising Support Tickets
Customers are able to raise support tickets through our Help Center, by emailing support@snowplow.io, or through Slack (by prior arrangement).
You’ll receive notifications by email when a support ticket has been updated, and also when the status changes. Whichever method you use to update support tickets (by email reply, Slack, or leaving responses in the Help Center), all activity is recorded in the ticket. You can view and manage all your tickets in the Help Center at any time.
Inbound phone calls are not currently offered as a support channel, however, we may proactively schedule calls with you to troubleshoot complex issues.
Service Levels and Severity Definitions
Snowplow is committed to serving you within the bounds of the SLAs laid out in Snowplow Service Levels, where you will also find Support ticket Severity Definitions. In the event that you have other Service Levels contractually specified, this same commitment applies to those.
Major Incident Management
When a platform issue meets the threshold of a major incident - typically where there is significant, widespread, or time-sensitive customer impact - Snowplow activates a structured incident response process.
A named Incident Commander takes ownership of the response and coordinates efforts across our team. Where appropriate, we will provide updates through established channels with you (eg Slack, email), and you will receive regular status updates throughout.
Once resolved, all major incidents are followed by a post-incident review to understand root causes and identify improvements.
Snowplow Support is available 24/7 to receive reports of potential incidents. If you believe you are experiencing a major incident, please contact us immediately via any of the channels described in this document.
Version Support
Unless otherwise stated in your contract, we provide official support for software that’s either in its latest version or the preceding version. If you need support for an older version, you may be asked to upgrade the component to a more recent version before we can provide assistance. You can find the current versions of components in our documentation.
For Self-hosted customers: Snowplow follows a staged release process to ensure stability. Docker images are published to DockerHub as releases become available, while GitHub repositories and release notes are updated following production validation. See our Pipeline App Release Process for details on our release workflow and timeline.
Infrastructure Evolution and Support for Legacy Cloud Components/Architecture
Snowplow continuously evolves its deployment architecture to improve pipeline reliability, security, and scalability. As part of this, we may standardize or migrate away from legacy infrastructure patterns over time (e.g., container orchestration platforms, module versions, or cloud service usage).
To remain within supported scope, customers are expected to:
- Enable Snowplow to operate and maintain infrastructure components aligned with o.ur current reference architecture
- Provide access, permissions and approvals as required to complete infrastructure upgrades, as per Shared Responsibility Model.
- Collaborate with Snowplow to implement necessary changes within a reasonable timeframe.
Snowplow will:
- Execute frequent infrastructure improvements and maintenance activities as part of our continuously managed service, as described in the Shared Responsibility Model.
- Provide advance notice for infrastructure changes with timing appropriate to the scope of change required, with a minimum of 30 days for changes requiring customer action, access modifications, or having significant potential operational impact.
- Offer guidance and technical assistance throughout any required migration.
- Maintain a 180-day grace period during which deprecated infrastructure remains supported on a best-effort basis, unless critical security or performance risks are identified.
After the grace period, infrastructure patterns operating outside the reference architecture, and without prior written mutual agreement, may be considered out of support, and Snowplow cannot guarantee stability, security, or resolution of related issues.
Exceptions to our standard deployment model may be agreed, in writing, on a case-by-case basis, and may require an SLA waiver in order to remain within Snowplow’s formal support scope.
Cloud Account Access
Customers should ensure that all users and roles configured by Snowplow retain their required permissions. These are necessary to run and monitor your pipeline. If the permissions are changed or any users or roles removed, your pipeline may not function and our team will be unable to respond to problems.
Should we need additional access to your infrastructure, we will acquire your consent. Any extension of the initial access set up (for example, data access) is only enabled on a per-case basis and with your prior approval.
Ticket Escalation
Snowplow Support is committed to serving your needs within the SLA terms outlined in Snowplow Service Levels. We have escalation processes in the event that we need to engage other teams within Snowplow, either due to:
- the technical complexity, access or other policy restrictions, or
- the nature of the issue or response, or in
- the case of policy or contractual limitations which require the guidance of more senior leadership at Snowplow.
Whatever happens, we will keep you in the loop on any changes to your support ticket or incident. If you wish to discuss the priority of a ticket, or otherwise request further attention on it, please reply to the ticket.
Cloud Provider Engagement
When resolving pipeline errors we may need to engage with your cloud support provider. We may ask you to initiate contact with them on our behalf in these situations. Alternatively, we are happy to engage with them on your behalf (once the necessary authorisation and access has been given).
We recommend having a business level of support with your cloud provider. If your cloud support entitlement is lower than business or enterprise equivalent, then in the event that we need to engage them, the service we are able to provide may be limited or reduced.
Services for Customers on Private Managed Cloud
The following services are only available to customers in Private Managed Cloud.
Pipeline Health Monitoring
Our 24/7 team monitors your managed infrastructure components, in efforts to maintain uptime and data latency commitments. We also monitor real-time data delivery and work with you to resolve any issues impacting the flow of data through the pipeline.
Infrastructure-as-Code Management
We use proprietary means (via technologies such as Terraform) to manage the configuration of pipeline infrastructure and environments. Where appropriate, we’ll work with you to make and deploy certain configuration and secrets changes to the Snowplow pipeline setup on your behalf.
We encourage you to reach out to us if you are considering setting up new use cases, or are expecting seasonal or periodic (eg daily) peaks in volume or usage; we will work with you to ensure your pipeline is optimally tuned for performance and cost management according to your changing needs.
Managed Component Upgrades
Snowplow releases regular patches, improvements, and new features across our infrastructure stack. Our team seamlessly performs pipeline infrastructure upgrades as new versions become available, assessing risk and prioritizing bug fixes and critical security vulnerabilities. Where appropriate, we’ll communicate major feature releases and client side improvements, and work with your team to carefully manage your pipeline components, ensuring they’re operating on the latest recommended versions.
GitHub User Management
Managing your pipeline usually requires Snowplow to assist with user access management for the GitHub snowplow-proservices pipeline repository.
Customer Event Management
Our Customer Event Management (CEM) service supports major business events where you expect to send a significant increase in traffic, for example: a promotion, a major retail event, or a new site or app release. Typically, a major event involves traffic levels around four times (4×) your average volume over a gradual period, or twice (2×) your average volume in a short spike.
CEM is a close collaboration between you and Snowplow Support. It is designed to give additional assurance during exceptional business peaks through extra planning, testing, and monitoring.
If you raise a ticket in advance, we’ll assess your expected traffic profile against the health and configuration of your Snowplow platform to determine whether a CEM is appropriate.
Where a CEM is warranted and advised by us, we will:
- Work with you and your cloud partner to ensure the pipeline is prepared for the increased load.
- Keep you informed of status during the event.
- Share a short debrief afterwards, with observations and recommendations for the future.
We strongly recommend notifying us of upcoming peaks as far in advance as possible. Advance notification gives us the opportunity to work with you on proactive scaling within the standard managed service, keeping your pipelines running smoothly and maintaining your SLAs.
The full CEM service (should we advise it) has a minimum lead time of 10 business days ahead of the expected traffic change. This allows us time to analyze and plan the event with you, adjust any infrastructure limits, and execute a full dry run with time to review results and adjust accordingly.
If we are not notified in advance of significant traffic spikes, SLA coverage may be limited and exclusions may apply. If you have questions about your uptime and latency commitments, or anticipate significant changes to your traffic profile, please reach out to us as soon as possible.
Out of Scope
The following items are out of scope of the support services offered to Snowplow customers, unless by prior arrangement.
Some out-of-scope services are available as part of a Snowplow TAM Subscription. Please discuss your specific needs with your Technical Account Manager.
Any support we provide you beyond this is on a discretionary basis, and might only be offered as part of a separate Statement of Work, with associated additional costs.
Monitoring and Alerting
| Out of Scope | Example | What is in scope? |
|---|---|---|
| Custom dashboards | Building custom CloudWatch dashboards in the AWS sub-account | If your team seeks to monitor the pipeline we can provide a list of the key metrics for them to configure a dashboard with |
| Custom alerting | Sending of notifications via Slack for pipeline failures | We send notifications of failures and errors by email to the nominated contact email(s) |
Cloud Management
| Out of Scope | Example | What is in scope? |
|---|---|---|
| Managing SSL certificates | Registering or renewing SSL certificates for your domain(s) | Updating the configuration of your pipeline to apply the new certificate to the collector |
| User access management | Provisioning and removing IAM users in AWS, or Project users in GCP | Although users are managed directly by your team, roles are managed through your pipeline configuration and our team are available to help create and manage roles |
| AWS reservations | Consulting with AWS and making reservations for AWS resources | We can investigate usage changes over time to provide recommendations so you can lead informed discussions with AWS about making reservations |
| Proxy management | Managing CloudFlare, Akamai, Fastly reverse proxy in front of the collector endpoint with custom domains and SSL in the proxy itself | Reverse proxies are supported: we can still add any custom records to our configurations, ensuring we can monitor that endpoints are responding |
| Lifecycle rules | Configuring lifecycle rules and data retention policies for pipeline infrastructure (e.g. AWS S3) | Our team can provide general recommendations for select components such as AWS S3 buckets |
| Cost management | Managing or monitoring the infrastructure costs associated with running your pipeline | We are able to provide general recommendations and best practice on right-sizing your infrastructure and storage. |
| Data warehouse migrations | Migration of data from one data warehouse to another, or the loading of historical data into a new data warehouse | Helping you to understand best practices surrounding data reprocessing if it’s required for your pipeline |
| Pipeline migrations | Migration of pipeline components between sub-accounts within your cloud provider or between cloud providers | Deployment and management of your pipeline |
| Destination management | Managing Redshift or Elastic/Open Search clusters on your behalf | Helping you understand the requirements of destination setup for Snowplow, and advising on best practice |
Custom or Third-party Code
| Out of Scope | Example | What is in scope? |
|---|---|---|
| Third-party data | Customisation and usage of data models to support data collected outside of a Snowplow pipeline | Configuration and usage of data models to support data collected inside a Snowplow pipeline |
| Third-party services | Providing advice on the capability and use of third-party APIs and services | Giving advice on the configuration and usage of Snowplow trackers and components |
| Troubleshooting custom data modeling jobs | Modified or custom SQL data and DBT modeling jobs that have failed and require troubleshooting | Assisting with triggering reruns and unlocking hard-locked data modeling jobs |
| Custom consumers | Development and ongoing maintenance and support of custom consumers | Providing support for our Analytics SDKs which can be used for consumers. |
Data Management and Recovery
| Out of Scope | Example | What is in scope? |
|---|---|---|
| Bespoke design and recovery of failed events | Recovering events that have failed validation due to implementation/tracking problems. | Recovering events that have landed in the bad event stream due to issues or incidents caused by Snowplow. |
Documentation Support
| Out of Scope | Example | What is in scope? |
|---|---|---|
| Custom documentation | Writing or maintaining customer-specific runbooks, internal wikis, bespoke architecture references, or implementation guides. | Answering questions about existing product documentation and clarify how features work. Taking feedback on documentation. |
Preview Features and Services
We may offer a limited level of support for new features and offerings that are advertised as preview. This is agreed on a case-by-case basis: please contact us to discuss any of these options or features.
Changes to the Statement of Support
Snowplow may change any aspect of this Statement of Support (and associated Product Description), provided that no such change materially reduces or otherwise has a materially adverse effect on your contracted support levels or the service we deliver in accordance with your contract.
Additional Resources
Snowplow CDI Product Description