Databricks Support Policy Page

What Makes It Great

• Clear Support Tiers and Services: The asset lays out a straightforward explanation of support tiers, ensuring customers understand the range of services available, from basic troubleshooting to advanced advisory support.
• Focus on Proactive Engagement: By emphasizing resources like dedicated customer success managers and structured onboarding processes, Databricks positions itself as a partner invested in long-term customer success.
• Educational Resources for Self-Service: The inclusion of knowledge base access and training resources enables teams to solve problems independently, reducing dependency on reactive support and increasing customer efficiency.
• Scalable Solutions for Diverse Customers: The policies cater to organizations of various sizes, providing flexibility and ensuring that both small teams and enterprise-level customers feel supported.
• Trust-Building Through Transparency: By clearly communicating response times, escalation protocols, and service commitments, the asset builds trust and sets realistic expectations with customers.

🎯 Takeaway Tip

When crafting a customer success overview, focus on transparency and scalability. Clearly outline support tiers, response commitments, and proactive engagement resources to show customers how your team will actively contribute to their success.