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Snyk Terms of Support and Services Glossary

Summary of offerings

Offering
Standard Support
Premium Care
Digital Learning Resources
Access to an online customer community
Support Term
  • Enterprise Plan: 24x5
  • Free/Team Plan (see Note 2): Next Business Day (local business hours)
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 outlined in table below based on software plan purchased.
2/ Existing Business plan customers.
3/ Paid Implementation services (Snyk Accelerate) are available as a la carte packages for Standard Support customers.

SLA Response and Severity Definitions

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)
  • Team / Free Plan (see Note 2) - Next Business Day
  • Enterprise Plan: 2 hr initial response with updates every 8h until resolution (incl. workaround, which reclassifies incident as Severity 2).
1 hour initial response, with updates every 8h until resolution
(incl. workaround, which reclassifies incident as Severity 2).
2: High
Email or Web Portal
  • Team / Free Plan (see Note 2) - Next Business Day
  • Enterprise Plan: 4 hr initial response with email updates every 24 hours until resolution (incl. workaround, which reclassifies incident as Severity 3)
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
  • Team / Free Plan (see Note 2) - Next Business Day
  • Enterprise Plan: 12 hr initial response with email updates every 48h until resolution
8 hours initial response, with email updates every 32h until resolution.
4: Low
Email or Web Portal
  • Team / Free Plan (see Note 2) - Next Business Day
  • Enterprise Plan: 24 hr initial response with email updates every 72h until resolution
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.

Detailed Definitions

Standard Support Overview

Self-serve resources designed to help you quickly and successfully derive value throughout your security journey with Snyk.
Standard Support Offering
Description
  • Digital learning resources
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/
  • Periodic events, including product how to sessions and monthly office hours
Live group sessions for insight into getting started and to ask any questions you may have as you rollout Snyk
  • Access to an online customer community
Interact with, and learn from, other Snyk customers and DevSecOps enthusiasts
  • Access to the technical support portal and knowledge base
Gain access to the support resources you need to ensure success
  • Guided Implementation and Product training, including SSO & Broker
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
  • Enterprise Plan: 24x5
Snyk support engineers actively respond to tickets 24 hours a day, Monday to Friday. Included within Enterprise plan
  • Free / Team plans: 8x5 within local business hours (see Note 1)
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 Care Overview

Premium add-on providing extended, in-depth, and skilled expertise to help you maximize your investment with Snyk.
Premium Care Offering
Description
  • 24x7 Support
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.
  • Prioritized Support ticket routing
Tickets raised on Premium Care are automatically routed to Snyk support engineers and prioritized ahead of non premium ticket traffic.
  • Enhanced Support SLAs
Faster first response SLA and ticket updates. See SLA response table for premium support below.
  • Private slack channel
Direct engagement over Slack with your Technical Account team to encourage collaboration
  • Technical Success Manager
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*

Premium Care Services

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)

Service Level Agreements (SLA) details

  • 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.

Definitions of Snyk Global Support Hours

  • 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.

Snyk Accelerate - Implementation Services (up to 90 days)

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.
Last modified 1mo ago
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