Dremio Cloud Support Policy & Service Level Agreement

Last updated: December 2025

Dremio provides Support of Dremio’s fully managed lakehouse platform (“Dremio Cloud”) under the terms of this Cloud Support Policy & Service Level Agreement (the “Cloud Support Policy”) as long as Customer maintains a current subscription to Support pursuant to the Terms of Service (https://www.dremio.com/legal/terms-of-service/)  and applicable order form(s) between Customer and Dremio (collectively, the “Agreement”). “Support” means the services described in this Cloud Support Policy and does not include one-time services or other services not specified in this Cloud Support Policy, such as training, consulting services or customizations. 

Support

Support only covers the Dremio Cloud services delivered to Customer by Dremio under the Agreement. 

Support Contacts

Support may be initiated and managed only by Customer’s Support Contacts. “Support Contacts” are named individuals who are responsible for administration of Dremio Cloud within the Customer's organization. Customer may designate the number of Support Contacts that correspond with its Subscription Level as set forth in Table 1 below. Customer shall only designate as Support Contacts those individuals who have been trained in the operation of Dremio Cloud and who have sufficient permissions and authority to administer Dremio Cloud in Customer’s environment. Additional Support Contacts may be available for an additional fee. Dremio reserves the right to conduct a Support Contacts assessment and remove contacts to stay in line with the table below.

Subscription Level	Developer	Bronze	Silver	Gold
Number of Support Contacts	1	3	5	10

1.2 Service Updates

As part of Support, and at no additional subscription cost, Dremio will provide Customer with all new versions (“Updates”) of the Dremio Cloud Service that it generally releases, including improvements, enhancements and bug fixes applicable to the specific Dremio Cloud service the Customer is using.  Certain new features or functionality may be made available only with specific Cloud editions, or as separately licensed add-ons. All Updates are provided subject to the terms of Customer’s underlying agreement with Dremio and may result in additional consumption charges. Support does not include any item that Dremio licenses separately from the Dremio Cloud Service or that Dremio makes available for an additional fee.

Support Terms

Dremio will provide reasonable product and technical support to address questions concerning use of Dremio Cloud, as follows:

• Informational Support . Dremio will use commercially reasonable efforts to provide reasonable product and technical support to address questions regarding use of Dremio Cloud (which are not the result of an Error) (“Issue”) that are submitted by Customer’s Support Contacts.

• “Error” Support. Dremio will use commercially reasonable efforts to resolve any Errors submitted by Customer’s Support Contacts. Such efforts may include helping with diagnosis, suggesting workarounds, or making a change to Dremio Cloud in a new release. An “Error” is a material and verifiable failure of  Dremio Cloud to conform to its Documentation. “Documentation” means the end-user documentation made available by Dremio with Dremio Cloud(as may be modified by Dremio from time to time). 

Support Contacts may initiate Support through the use of the Support Portal available at https://support.dremio.com (the “Support Portal”). Support is provided in the English language only. 

Customer shall not submit Issues or Errors arising from any software or service  other than Dremio Cloud or otherwise use Support for unsupported software. Issues and Errors raised outside of the Support Portal are not subject to the Service Levels outlined in the Cloud Support Policy

Support Service Levels

When a Support Contact submits an Issue or reports an Error, Dremio will reasonably assess its priority according to the appropriate priority levels defined below (Urgent, High, Normal or Low for Errors, and Normal or Low for Issues). Dremio will confirm the priority level with Customer and will attempt to resolve any disagreement regarding the priority designation as soon as is reasonably practicable. 

For support Errors where the business impact has changed or was not initially correctly stated, Customer should post an update in the existing ticket requesting Dremio to increase the priority level designation of the ticket according to the Service Level definitions.

The Support Contacts should indicate their preferred Support Region in their respective user profiles. Note that each Support Region provides Support eight (8) hours per day, five (5) days per week, weekends and holidays excluded.  Ticket submissions that do not qualify for 24x7 support will receive a response on business days in the Customer’s selected Support Region. 

The Service Level refers to the initial response time by Dremio in response to an Issue or Error reported to Dremio by Customer through the Support Portal. Dremio’s undertakings hereunder are not intended to indicate resolution timeframes for a reported Issue or Error. 

The Service Level Objectives (SLO) refers to the target time in the next response time by Dremio in response to an Issue or Error reported to Dremio by Customer through the Support Portal.  Dremio’s undertakings hereunder are not intended to indicate resolution timeframes for a reported Issue or Error.

Severity Level	Definition (for Dremio Cloud)
Urgent	A catastrophic Error affecting the Customer's Dremio Cloud environment, where one or more of the following conditions are met: The Dremio Cloud Service is completely unavailable The issue has resulted in loss or destruction of Customer data with no workaround available The Customer is unable to continue essential business operations due to the incident ​​Examples of Urgent cases include, but are not limited to: Complete service outage Multiple users are unable to login Inability to run any queries, access any data, promote any datasets Core Dremio Services are non-functional or down (e.g., UI, APIs,  job execution engine, metadata store) Security or privacy incidents including confirmed data breaches or critical vulnerabilities
High	A high-impact Error affecting the Customer's Dremio Cloud environment, where essential operations are disrupted, but a workaround exists that enables the continuation of those operations. While not catastrophic, these issues require prompt attention due to their potential impact on functionality, stability, or security. Examples of High severity cases include, but are not limited to: Issues that significantly impact a subset of features critical to the Customer's workflows Issues that significantly affect a subset of users, leading to degraded experience or functionality Problems that have a meaningful impact on brand perception, such as visible performance degradation or partial outages in customer-facing systems Security or privacy issues where there is risk but no immediate data compromise
Normal	A moderate- to low-impact Error/Issue, where there is partial or limited loss of non-critical functionality or a non-disruptive anomaly. Essential business operations can continue without interruption. This severity also encompasses most issues in test, staging, or development environments. Examples of Normal severity cases include, but are not limited to: Issues in production that do not block essential operations, but cannot wait until the next scheduled release Previously mitigated Urgent or High issues that no longer pose immediate risk but require follow-up Security or privacy issues which present a theoretical or limited risk Single query failures or isolated anomalies with minimal operational impact
Low	A non-urgent inquiry or request that has no impact on the performance, functionality, or stability of the product. These Errors/Issues are informational or cosmetic in nature, and do not impair the Customer's ability to conduct operations. Examples of Low severity cases include, but are not limited to: General usage questions or guidance requests Feature requests or product improvement suggestions Non-critical bugs that do not require immediate attention Cosmetic issues, such as typos or minor formatting errors Security or privacy issues with no actionable impact or exposure risk

Service Level	Ticket Level	SLA (Response)	SLO Update Frequency
Developer (PAYGO)	Urgent	None	None
	High	N/A
	Normal
	Low
Bronze	Urgent	2 hours, 24×5 coverage	Every 8 hours, 24×5 coverage
	High	4 Business Hours	Every 24 Business Hours
	Normal	1 Business Day	N/A
	Low	2 Business Days	N/A
Silver	Urgent	1 hour 24×7	Every 4 Hours
	High	4 Business Hours	Every 48 Hours
	Normal	1 Business Day	Weekly
	Low	2 Business Days	Monthly
Gold	Urgent	30 minutes 24×7	Every 4 Hours
	High	4 hours 24×7	Every 48 Hours
	Normal	1 Business Day	Weekly
	Low	2 Business Days	Monthly

Customer Responsibilities

Customer agrees to provide Dremio with data, process information, supporting analysis, and access to Support Contacts, as reasonably required by Dremio to address reported Issues or Errors. Customer is responsible for the adequate duplication and documentation of all its files and data for backup purposes. Customer acknowledges information and materials provided to Dremio by Support Contacts may be used by Dremio for the purpose of providing Support to Customer in accordance with the Cloud Support Policy. Customer agrees to not provide personally identifiable information (PII) or other information not required to resolve support cases to Dremio.

Shared Responsibility

Dremio Cloud operates on a shared responsibility model to ensure an optimal customer experience and mutual partnership. This shared responsibility model provides customers with a robust data lakehouse platform while relieving their operational burden since Dremio operates and manages the environment, including the Dremio control plane and the Dremio software that runs computing resources in the data plane.  Dremio Cloud shared responsibility model can be found at https://docs.dremio.com/responsibility. 

Support Escalation Process

Dremio’s support team is dedicated to partnering with Customer and committed to providing accurate and timely solutions to technical support needs. However, if Customer has encountered an Urgent or High priority Issue or Error within its production environment and is not satisfied with the response or engagement provided by the support team, Customer may file an Urgent ticket requesting an escalation to Support Leadership, referencing the existing ticket and Issue or Error in the escalation request. Customer’s Support Contact should provide contact details including a mobile phone number in the escalation request. The newly created ticket will be routed to appropriate 24x7 channels for leadership engagement.

Support Offerings

If Customer is eligible for Developer  Support, Dremio Support will provide Urgent ticket support during business hours with no guaranteed response time and 24×7 access to documentation, community support and potential future AI assistance.

If Customer is eligible for Bronze Support, Dremio Support will provide Customer with 24×5 coverage for Urgent tickets and regional business-hours support for all remaining tickets, access to Dremio’s information resources, including Documentation, Knowledge Base, the Support Portal, and the Dremio AI Support Assistant. Bronze Support also includes proactive notification of important fixes and improvements and permits up to three 3 designated Support Contacts.

If Customer is eligible for Silver Support, then in addition to all features available with Bronze Support, Dremio Support will provide higher levels of courage based on the Initial Response table provided, including faster response times and extended coverage for production-impacting issues.

If Customer is eligible for Gold Support, then in addition to all features available with Silver Support, Dremio Support will provide will provide higher levels of coverage based on the Initial Response table provided, phone escalation, and access to a Customer Experience Manager (CEM) who will oversee critical incident management, orchestrate technical deliverables, lead cross-functional coordination, project manage annual upgrade planning, and global engagement across EMEA, USA, and APAC. Customer should be aware that these CEM resources are allocated equitably to Customer and to similarly subscribed customers during its subscription to Gold Support. Regular or frequent overages of the allocated engagement may be chargeable on a time-and-materials basis via a mutually agreed Statement of Work, and such services may be delivered by other qualified technical resources.

Service Level Agreement

Dremio will use commercially reasonable efforts to make Dremio Cloud available and will target a Monthly Uptime Percentage of at least 99.5% during any full calendar month (the “Uptime Commitment”) throughout the term of the Agreement.  If Dremio Cloud does not achieve the Uptime Commitment, Customer may then be eligible for a Service Credit.

1. Definitions
   1. “Available” or “Availability” means Dremio Cloud is in an operable state, and Dremio Cloud can be accessed through programmatic or user interface access and that Dremio Cloud is available for use by Customer. 
   2. “Downtime” is calculated on a monthly basis and is the total number of minutes during the month in which Dremio Cloud was not Available. Partial minutes of unavailability or scheduled downtime for maintenance and upgrades is excluded from Downtime.
   3. “Total Minutes” means the total number of minutes available in a given month.
   4. “Monthly Uptime Percentage” means the percentage of time within a given calendar month in which Dremio Cloud was Available. The formula used for this metric is as follows: ((total minutes in month - Downtime)/total minutes in month) X 100. 
   5. “Average Daily Cloud Commit Consumption” means the Customer’s actual DCU consumption in the three calendar months immediately preceding the month in which the Downtime occurred, divided by the number of days in the aforementioned three month period. 
2. Service Level Reporting
   1. Dremio Cloud is delivered as a multi-tenant SaaS based platform and Service Level Reporting is only provided at the platform level. 
   2. Dremio will provide Customer access to Service Level Reporting for Dremio Cloud, currently available at https://status.dremio.com.  
3. Uptime Commitment
   1. If Dremio Cloud does not achieve the Monthly Uptime Percentages set forth in the table below and the Customer’s utilization of the service is impacted, Customer may then be eligible for a Service Credit.
      
      

      Monthly Uptime Percentage	Service Credit Rate
      <99.5% but greater than or equal to 99.0%	1x Average Daily Cloud Commit Consumption
      <99% but greater than or equal to 95%	2x Average Daily Cloud Commit Consumption
      <95%	5x Average Daily Cloud Commit Consumption

4. Customer Obligations
   1. Customer must submit a claim to Dremio by sending an email to [email protected] within 72 hours of a service impacting availability issue.
   2. To be eligible for a Service Credit, Customer must submit a claim and supporting documentation by the end of the month immediately following the month in which the Downtime occurred. The claim should include at a minimum:
      1. Email must be sent to: [email protected];
      2. The words “Dremio Cloud Service Credit Request” must be in the subject line;
      3. The dates and times of the Availability incident(s) and associated Zendesk Ticket Number;
      4. Logs, screenshots, and any other supporting information which may assist Dremio in the investigation regarding the Availability incident(s).
   3. Claims will be processed within 90 days of receipt. If Dremio determines that Customer has satisfied the Customer Obligations and none of the Exclusions (below) apply to Customer’s claim, Dremio will grant Customer a Service Credit. Dremio will notify Customer within 90 days if Customer’s Service Credit request is denied for any reason.
5. Exclusions
   1. The Dremio Cloud SLA does not cover (and Dremio is not responsible for) issues arising from:
   2. To be eligible for a Service Credit, Customer must submit a claim and supporting documentation by the end of the month immediately following the month in which the Downtime occurred. The claim should include at a minimum:
      1. Factors outside of our reasonable control, such as natural disaster, government action, or a network or device failure between Customer and Dremio Cloud.
      2. Services, hardware, or software provided by a third party, such as the cloud platform services on which Dremio Cloud Services is deployed.
      3. Customer initiated action which causes their users or environment to no longer be able to communicate with Dremio Cloud.
      4. Use of Dremio Cloud in a manner inconsistent with the applicable Documentation, including the failure to follow documented procedures.
      5. Use of a feature marked as "Preview" or "Beta" in the product or in the documentation.
6. Service Credits
   1. Service Credits are based on the Monthly Uptime Percentage and calculated by multiplying the Service Credit Rate with the Average Daily DCU Consumption.
   2. Service Credits will be applied to current DCU balance and only toward the specific Agreement under which the downtime was incurred.
   3. Service Credits are Customer’s sole and exclusive remedy under this SLA.
   4. Service Credits may not be exchanged for, or converted to, monetary amounts.

Amendments

From time to time, Dremio may amend this Cloud Support Policy in its sole discretion and will post the amended terms on the Dremio website. Dremio will also update the date of the Last Updated at the top of this Cloud Support Policy. By continuing to access Dremio Cloud or use Support after Dremio has amended the Cloud Support Policy, Customer agrees to be bound by the terms of the amended Cloud Support Policy. Except as expressly provided herein, no modification of this Cloud Support Policy will be effective unless contained in writing and signed by an authorized representative of each of Dremio and Customer.