Snyk Terms of Support and Services Glossary
Offering | Standard Support | Premium Care |
|---|---|---|
Digital Learning Resources | ✔ | ✔ |
Access to an online customer community | ✔ | ✔ |
Support Term |
| 24x7 |
Prioritized SLA & Support ticket routing | See SLA Response
(see Note 1) | See SLA Response
(see Note 1) |
Guided Implementation and Product training, including SSO & Broker | add-on
(see Note 3) | ✔ |
Named Technical Success Manager (TSM) | ⌠| ✔ |
Dedicated Private Slack Channel | ⌠| ✔ |
Ongoing Technical Advisory, Adoption and Developer Education Support (see details) | ⌠| ✔ |
Notes
1/ SLAs (see SLA response and severity definitions) are based on the Snyk Pricing plan purchased.
2/ Existing Business plan customers.
3/ Paid Implementation services (Snyk Accelerate) are available as a la carte packages for Standard Support customers.
Severity levels are defined as follows:
Severity Level | Impact | Description |
|---|---|---|
1: Urgent | Critical | Snyk critical failure that impacts Licensee’s operations and prevents Licensee’s work from being done with no workaround. |
2: High | Major | A major function of the Snyk service is not operational but Licensee’s operations are not affected, or operations are possible with a workaround. |
3: Normal | Low | Minor defect in the Software or Platform with minor or no effect on Licensee’s operation. |
4: Low | Trivial | Trivial defect in the Software or Platform with little or no impact on Licensee’s operation. |
Responses for severity levels are as follows:
Level | Contact Method | Standard Support | Premium Care |
|---|---|---|---|
1: Urgent | Phone Call (Team/Free: Email or web portal)
(See Note 1) |
| 1 hour initial response, with updates every 8h until resolution (incl. workaround, which reclassifies incident as Severity 2). |
2: High |
Email or Web Portal |
| 2 hours initial response, with email updates every 16h until resolution (incl. workaround, which reclassifies incident as Severity 3). |
3: Normal | Email or Web Portal |
| 8 hours initial response, with email updates every 32h until resolution. |
4: Low | Email or Web Portal |
| 12 hours to initial response, with email updates every 48h until resolution. |
Notes
1/ Team/Free Plan: Contact Method for severity levels is Email or Web Portal.
2/ Existing Business plan customers.
Self-serve resources designed to help you quickly and successfully derive value throughout your security journey with Snyk.
Standard Support Offering | Description |
|---|---|
| Instructor-led group sessions, onboarding guides and documentation with best practices for a successful rollout. Free access to our learning platform https://training.snyk.io/ and security education https://learn.snyk.io/​ |
| Live group sessions for insight into getting started and to ask any questions you may have as you rollout Snyk |
| Interact with, and learn from, other Snyk customers and DevSecOps enthusiasts |
| Gain access to the support resources you need to ensure success |
| Paid Implementation services (Snyk Accelerate) are available as a la carte packages for Standard Success customers. See description of additional services included with the Accelerate - Implementation services section below |
Support Term | |
| Snyk support engineers actively respond to tickets 24 hours a day, Monday to Friday. Included within Enterprise plan |
| Snyk support engineers actively respond to tickets on the next business day. Responding within local business hours, Monday to Friday. Included with Free and Team plans |
Notes
1/ Existing Business plan customers
Premium add-on providing extended, in-depth, and skilled expertise to help you maximize your investment with Snyk.
Premium Care Offering | Description |
|---|---|
| Snyk support engineers actively respond to tickets 24 hours a day, Monday to Friday. For urgent customer issues outside of 24x5, Snyk provides an SLA and a 24 hour support telephone number. This is served by a telephone answering service which triggers our on-call engineers. |
| Tickets raised on Premium Care are automatically routed to Snyk support engineers and prioritized ahead of non premium ticket traffic. |
| Faster first response SLA and ticket updates. See SLA response table for premium support below. |
| Direct engagement over Slack with your Technical Account team to encourage collaboration |
| Named Technical resource assigned to your account to support your Snyk implementation as it grows and evolves. |
See description of additional services included with the Premium Care below* | ​ |
Maximize the value out of Snyk products by leveraging assigned expert and proactive technical resources. The services below will be delivered by your assigned Technical Success Manager (TSM) or other specialty resources as required:
- Success Planning: Snyk will work with customers to understand and document the specific goals they are looking to achieve through their deployment of Snyk throughout their organization. In addition, Snyk will recommend the optimal workflow and points of integration to help the customer best achieve their stated goals.
- Onboarding Guidance: Snyk will conduct a guided technical set up for SSO and Broker features, perform a guided implementation of one or multiple Developer workflows and additional guided implementations based on the product package selected for the subscription term.
- Complete DevSecOps Capability assessment: Snyk will facilitate a live workshop to assess the customer’s organization along Snyk’s DevSecOps Capability framework. As part of this assessment, we will establish a baseline maturity state and will help customers set goals for how they can improve both their overall DevSecOps capabilities as well as how they can specifically leverage Snyk to shift left in their own DevSecOps process.
- Enablement Support: Snyk resources will lead the customer through Admin UI training, and multiple Developer trainings as required throughout the duration of the engagement
- Regular Business and Deployment Optimization Reviews - Snyk will provide quarterly business reviews back to demonstrate progress achieved against the success criteria established during implementation. In addition, Snyk will provide semi-annual deployment optimization reviews to help ensure the customer is leveraging the latest Snyk functionality and that the deployment has been optimized for any changes in the customer’s tech stack or use case.
- Weekly Deployment Stand-Up and Project Status Calls - during critical periods of implementation or developer roll-out, Snyk will conduct weekly stand-ups and help provide general project management tracking throughout the Snyk implementation project.
- Technical Support Escalation Management - The Snyk TSM will help the customer prioritize any open support or product tickets to help provide one voice from Snyk. We will also help advocate internally for specific product needs and help connect customers with relevant experts within Snyk to assist with specific challenges.
- Security Awareness and Education Training - The Snyk team will offer periodic developer education sessions, including our “Stranger Danger†Live Hacking Session, Intro to Security Champions program, How to Bug Bash with Snyk and others
- Technical Advisory - Access to advanced technical experts with industry and domain expertise who can help solve complex use cases
- Content Creation - Support the development of custom content for developer training and enablement, Snyk usage policies, internal wikis
- Onsite visits (twice per year) - Where requested, the TSM will make up to 2 onsite visits to provide customer workshops, trainings or to conduct business reviews (Travel expenses passed through at cost)
- Snyk will prioritize all Support Requests based on its reasonable assessment of the severity level of the problem reported; and use all reasonable endeavors to meet the timescales specified in the table above.
- SLA times listed are the time frames in which you can expect the first response.
- Snyk Support will make a best effort to resolve any issues to your satisfaction as quickly as possible. However, SLA times are not to be considered as an expected resolution / fix time.
- For issues outside of typical support scope, those determined to require longer term fix, or part of future development cycles. The standard SLA update cadence is excluded. Under these circumstances, Snyk will provide regular and meaningful updates on a case by case basis. Including but not limited to - new feature requests, items within Snyk’s long term development roadmap, complex bug fixes.
- 8x5: Snyk support engineers actively respond to tickets within local business hours, Monday to Friday.
- 24x5: Snyk support engineers actively respond to tickets 24 hours a day, Monday to Friday.
- 24x7: Snyk support engineers actively respond to tickets 24 hours a day, Monday to Sunday. Plus, for urgent customer issues outside of 24x5, Snyk provides an SLA and a 24-hour support telephone number. This is served by a telephone answering service which triggers our on-call engineers.
Implementation Service is provided by a named contact (i.e. Implementation Consultant) that works with the customer team, on an as needed basis and at the request of the customer, to provide accelerated time to value with, planning, onboarding and enablement resources and expertise during implementation.
- Planning Support: Snyk Implementation experts will lead customer representatives in pre-planning call to define success criteria and host a project kick-off meeting and coordinate Status Calls to monitor progress. Upon completion of Implementation engagement, customer will participate in a Post Implementation Business Review based on mutually agreed upon exit criteria.
- Success Planning: Snyk will work with customers to understand and document the specific goals they are looking to achieve through their deployment of Snyk throughout their organization. In addition, Snyk will recommend the optimal workflow and points of integration to help the customer best achieve their stated goals.
- Onboarding Guidance: Snyk will conduct a guided technical set up for SSO and Broker features, Perform a guided implementation of one standard Developer workflow and additional guided implementations based on the product package selected for the subscription term.
- Complete DevSecOps Capability assessment: Snyk will facilitate a live workshop to assess the customer’s organization along Snyk’s DevSecOps Capability framework. As part of this assessment, we will establish a baseline maturity state and will help customers set goals for how they can improve both their overall DevSecOps capabilities as well as how they can specifically leverage Snyk to shift left in their own DevSecOps process.
- Enablement Support: Snyk resources will lead an Admin UI training, and a Developer training at a time that is requested by the customer
- Ongoing Support: During the duration of the implementation engagement, the Snyk team will engage directly with end users in a private, shared Slack channel to help answer product questions and connect users with training content, FAQs and other support resources
- Onsite: Where requested, the Snyk team will provide implementation services onsite at the customer’s location (Travel expenses passed through at cost)
The customer will engage Snyk for a kickoff call within 30 days of the contract start date, at a time that is mutually agreed upon by the parties. The Snyk implementation services must be used within 120 days of the contract start date for all implementation services.
Snyk Assist implementation service is provided by a named contact (an Implementation Consultant) that works with the customer team, on an as-needed basis and at the request of the customer, to provide specific services related to optimizing the use of Snyk.
Snyk Assist may include one of the following services:
- SSO Custom-mapping: Technical guidance for setting up, configuring, and testing the SSO custom-mapping fields
- Broker Set-up and Workshop: Hands on guidance and education for configuration and troubleshooting of Snyk Broker
- Developer Training and Bug Bash Support: A tailored Developer training session based on the customer’s technical stack, followed by a bug bash to help Developers put learnings into practice
- Optimization Session: Discovery configuration session accompanied by a health report including recommendations and best practices for optimal Snyk configuration in customer’s environment to help meet their specific security and compliance goals
The customer will engage Snyk for a kickoff call within 30 days of the purchase date, at a time that is mutually agreed upon by the parties. Any Snyk Assist services must be used within 60 days of the purchase date, regardless of when or if the customer engages Snyk for the kickoff call.
Last modified 7d ago