Mission / Vision:
The Snyk customer support team strives to foster lasting customer relationships built on trust, knowledge and shared success.
Support Coverage / Business Hours
The Snyk Technical Support team have a global support staff serving customers 24/5 with additional coverage on weekends for emergencies and High priority issues for our Enterprise customers.
Service Levels
Enterprise customers
A Service Level Agreement (SLA) is in place for Enterprise tier customers and the details are documented in your Managed Services Agreement (MSA). For more details or questions about the SLA, please contact your Account Manager, Customer Success Manager, or you can also submit a Support ticket via our portal at https://support.snyk.io or via email at support@snyk.io.
Teams and Business customers
The Snyk Technical Support team strive to respond to all tickets within 24 business hours of them first being logged with a meaningful update, regardless of customer tier. In most cases, we're able to respond in less than 6 business hours.
What to include in a Support Ticket?
When logging a Support ticket, it's important to include as much information as possible to ensure that our first response can be impactful and provide progress towards resolution on first contact.
The most common items that we need during the course of investigating a problem are:
- Name of Project / Manifest file in question OR a link to the corresponding project in Snyk
- Name of Snyk Org (this is included in the link above if sharing a link to the project)
- Specific details around the issue. If this is happening globally, pick one specific instance that can be easily accessed / reproduced for ease of troubleshooting and investigation.
- Any relevant logs that you have, including debug output if applicable. (How do I enable Debug logging in the Snyk command line CLI?)
How do I escalate an open Support ticket?
The best way to prioritize your Support ticket is to log it with the correct priority from the start, ensuring that any production blocking or urgent issues are logged with High priority.
If your support ticket has already been logged and you would like to increase the Priority from Normal to High, you can update the ticket with #escalate anywhere in the body of the update or of your email response. Your ticket will be automatically upgraded to High priority. We prioritize High priority issues as much as possible.
If you need help, do not hesitate to request for it in the Support ticket. If needed and productive to expedite resolution, our team are happy to accommodate requests for a short call or remote session. Please be sure to include your availability over the upcoming few days and we'll do our best to accommodate.