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Snyk Technical Support Guide

  • Updated

Mission / Vision:

The Snyk customer support team strives to foster lasting customer relationships built on trust, knowledge and shared success. We seek to help enable customers to use Snyk and reduce downtime due to problems.

Support Coverage / Business Hours

The Snyk Technical Support team has a global support staff serving customers 24/5 with additional coverage on weekends for emergencies for our Premium Support 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, Technical 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.

Premium Support / Premium Success customers

Premium Support customers have an even tighter SLA for faster response and handling of issues. For more details or questions about the SLA, please contact your Account Manager, Technical 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 strives to respond with a meaningful update to all support tickets within 24 business hours of being logged. In most cases, we're generally able to respond in less than 12 business hours.

Guidelines for contacting Snyk Support:

Snyk Support cannot perform the following actions:

  • Make configuration or account changes on a customer's behalf
  • Provide sensitive account information over the phone
  • Troubleshoot or answer questions about domains not associated with the Snyk account email address used to contact support

Do not share any sensitive information, such as passwords, private keys, or API keys with Snyk.

Before notifying Snyk of an issue, please refer to our Status Page.  If reporting an issue, ensure to provide adequate details in the support ticket (see the following section for more information).

Recommended information to include in a Support Ticket:

  1. A brief description of the problem;
  2. Name of Project and/or Project ID; This can be via the URL on the org page
  3. Snyk Org name and/or Snyk Org ID; If a URL is shared above this is included
  4. If possible and relevant, attach project/code files; For example package.json & yarn.lock
  5. The specific error reference ID, or output from the task.

Additional information:

If the problem or fault relates to one of the technical categories below, please also provide the following information whenever possible:

CI/CD Pipeline:

  • The pipeline you are using;
  • The configuration details;
  • Specific commands or arguments are being used.

Please add `--debug` to your pipeline and include the output as an attachment in the support ticket. Your YAML file can also be provided as this would have most of the above information.

Snyk CLI:

First, it is generally recommended to ensure that you are using the most recent version of the CLI to eliminate any known issues that may have already been resolved. Using npm, this could be done using `npm i -g snyk`

For Snyk CLI issues we would like to know the following:

  • Specific commands or arguments being used;
  • Debug output of the command being run.

Add the `-d` or `--debug` flag to enable debug logging and please attach the debug output. (Read more: How do I enable Debug logging in the Snyk command line CLI?) 

Git integration / Snyk App:

When encountering issues with the import or maintenance of a project that was imported into Snyk via our Git Source Code Manager (SCM) integration, we’d like to know:

  • The git integration that you are using (ie. Github, Gitlab, Azure, etc.);
  • The specific error or issue you’ve encountered;
  • Are you using a Snyk broker?;
  • Has this worked before? Does it work for other users?

Snyk API:

When encountering errors with the Snyk API, please share the following:

  • The full request URL, body, and headers (redacting the API token)
  • The full response
  • A timestamp (UTC) as well as the user executing the call

Snyk IDE plugin:

When encountering issues with a Snyk Plugin with one of our supported IDE integrations, generally a good place to start is to determine if the issue occurs outside of the IDE first - testing the project using the Snyk CLI and/or Snyk Git SCM integration.

If the issue persists, we’d like to know:

  • The name and version of the IDE being used and whether the Snyk plugin has been updated;
  • Error details or debug logs, if possible.

Tip: Add `-d` or `--debug` to the additional arguments field in your IDE to generate the debug logs. These will also contain the version number requested above.

Snyk Container:

Snyk container images can be tested in several ways, including using the Snyk CLI or via the Git SCM integration. Please see those sections above for more information in addition to the below:

  • If possible or relevant, your Dockerfile and environment details;
  • Container image details - is this a private container registry?;
  • Please also confirm the arguments you are passing through and the commands you are executing within the container.

Tip: If using the Snyk CLI, add `-d` or `--debug` to the commands to generate the debug logs.

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.

This action will raise an Escalation Workflow to our Escalation Management team who in turn will review each request on a case by case basis and provide you with a response.

If the ticket is then accepted by the team as a formal escalation we will then increase the ticket priority and endeavour, where possible, to provide an expedited resolution to the case.

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.