# Source: https://docs.snyk.io/snyk-data-and-governance/snyk-terms-of-support-and-services-glossary.md

# Snyk terms of support and services glossary

The following terms shall apply if and to the extent the Customer purchases the offerings below on an Order Form. The Success Offerings are inclusive of the Support Plan with the same name. All Snyk customers receive Standard Success as part of their Subscription Allocation. The Flex, Gold, and Platinum Success Offerings are only available for purchase by customers on the Snyk Enterprise Plan.

For customers with legacy success offerings that are no longer available for new purchases, see [Legacy Success Offerings](https://docs.snyk.io/snyk-data-and-governance/snyk-terms-of-support-and-services-glossary/legacy-success-offerings).

## Success offerings

### Summary of offerings

<table data-full-width="false"><thead><tr><th width="164">Offering</th><th width="153">Standard*</th><th width="148">Flex Success</th><th width="148">Gold Success</th><th>Platinum Success</th></tr></thead><tbody><tr><td>Digital learning resources</td><td>✔</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Customer Support Portal</td><td>✔</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Support resource and ticket routing. For details, see <a href="#support-terms">Support Terms</a>.</td><td>Pooled Technical Support</td><td><p>Pooled technical support<br></p><p>Priority path for escalation</p></td><td><p>Pooled Technical support<br></p><p>Priority path for escalation</p></td><td><p>Aligned technical support engineer</p><p>Priority routing for support issues</p><p>Priority path for escalation<br></p></td></tr><tr><td>Hours of operation. For details, see <a href="#support-terms">Support Terms</a>.</td><td>24x5</td><td>24x5</td><td>24x7</td><td>24x7</td></tr><tr><td>Initial Support response SLA<br>For details, see <a href="#support-terms">Support Terms</a>.</td><td><ul><li>Urgent (1): 4 hrs</li><li>High (2): 8 hrs</li><li>Normal (3): 24hrs</li><li>Low (4): 24 hrs</li></ul></td><td><ul><li>Urgent (1): 2 hrs</li><li>High (2): 4 hrs</li><li>Normal (3): 8 hrs</li><li>Low (4): 12 hrs</li></ul></td><td><ul><li>Urgent (1): 1 hr</li><li>High (2): 2 hr</li><li>Normal (3): 8 hr</li><li>Low (4): 12 hrs</li></ul></td><td><ul><li>Urgent (1): 1 hr</li><li>High (2): 2 hr</li><li>Normal (3): 4 hrs</li><li>Low (4): 8 hrs</li></ul></td></tr><tr><td>Technical Success Manager</td><td>Customer Support Portal</td><td>Pooled and available for Bookable sessions (12 one-hour sessions/year)</td><td>Dedicated</td><td>Dedicated</td></tr><tr><td>Solutions architecture</td><td>❌</td><td>❌</td><td>❌</td><td>✔</td></tr><tr><td>Guided onboarding</td><td>❌</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Success planning</td><td>❌</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Business review cadence</td><td>N/A</td><td>Bookable session (One of the 12 one-hour sessions/year)</td><td>Bi-annual</td><td>Quarterly</td></tr><tr><td>Live training sessions</td><td>Public trainings on snyk.io/events</td><td><p>Bookable Sessions (One of the 12 one-hour sessions/year)</p><p>and</p><p>Public trainings on snyk.io/events</p></td><td>1 Private Session/Month</td><td>2 Private Sessions/Month</td></tr><tr><td>Private Slack channel</td><td><p>No and</p><p>Customer Support Portal</p></td><td>Yes and Customer Support Portal</td><td>Yes and Customer Support Portal</td><td>Yes and Customer Support Portal</td></tr></tbody></table>

{% hint style="info" %}
\*Standard refers to the default Offering that comes along with an Enterprise Plan when the Customer has opted out of purchasing a Success Offering (Flex, Gold, Platinum Success Offerings).
{% endhint %}

### Success offering descriptions

#### Standard

If the Customer’s Order Form indicates that they are a Snyk Enterprise Plan customer, the Customer shall have access to the following during the Term:

**Customer Portal:** All Snyk Enterprise Plan customers have access to the Snyk Customer Portal, which includes AI-assisted enterprise search functionality to answer your questions. <https://support.snyk.io/s/>

**Digital learning resources:** Instructor-led group sessions, onboarding guides, and documentation with best practices for a successful rollout. \*Free access to the Snyk learning platform <https://snyk.io/platform/learn/> and live educational webinars <https://snyk.io/events/?type=webinar>

Customers may purchase enhanced education and training functionality, the Snyk Learning Manager Add-On. This can be added to their Subscription Allocation for an additional fee, as may be set forth on an Order Form.

**Online community:** Interact with, and learn from Snyk customers and DevSecOps enthusiasts, <https://snyk.io/community/>.

#### Flex Success offering

**Pooled Technical Success Manager:** The Flex Success Offering includes twelve bookable sessions (One-hour each) with a pooled TSM per contract year. The annual balance of twelve do not roll over to another year. A pooled TSM is available upon request, as initiated by the Customer through their Snyk Sales Account Executive or the Snyk Customer Portal (as applicable). A pooled TSM will be made available upon request to support your Snyk account as it grows and evolves.

**Guided onboarding**: A Snyk Consultant will guide the Customer throughout onboarding, ensuring the Customer is enabled with the following:

* Effective account configuration
* Group configuration, including Policies, Asset Inventory, and Custom Roles
* Template Org configuration, including Integrations and per-product configuration
* Org structure definition/creation and SSO configuration to align with this

**Success planning**: Snyk will provide a template to assist the Customer with identifying goals and creating their success plan. The Customer is responsible for tracking and executing their plan.

**Business review cadence:** Available as one of the twelve bookable sessions with a pooled TSM per contract year.&#x20;

**Live training sessions:** Available as one of the twelve bookable sessions with a pooled TSM per contract year. \*Free access to the Snyk learning platform <https://snyk.io/platform/learn/> and live educational webinars <https://snyk.io/events/?type=webinar>.

**Private Slack channel**: Direct engagement over Slack with your Sales Account Executive to encourage collaboration. A TSM resource will not be in this channel.

#### Gold Success offering

**Technical Success Manager:** Named Technical Resource assigned to your account to guide your onboarding and support your Snyk implementation as it grows and evolves.

**Dedicated TSM hours:** Dedicated TSM hours refer to the amount of time the Named Technical Resources will spend working on the account, regardless of whether that time is with the Customer. For instance, if the Customer has questions that a TSM needs to research, the time spent researching is considered part of the allocated hours.

The dedicated hours are a guideline intended to set expectations, rather than a contractual term. Hours do not roll over. If the Customer needs more time one week, and less the next, the TSM will be flexible and adherent.

The Gold Success Offering includes on average up to four (4) dedicated TSM hours per week.

**Guided onboarding:** Snyk will guide the Customer through onboarding, ensuring the Customer is enabled with the following:

* Effective account configuration (including Org structure, SSO setup, and so on)
* Project import strategy
* Remediation triage strategy

Customer onboarding needs vary depending on the solutions purchased.

**Success planning:** The Technical Success Manager will conduct discovery to uncover the Customer’s short and long-term goals and create a plan to reach them. The Technical Success Manager will also help define the KPIs based on the Customer’s goals and will create a plan for the Customer to track KPIs.

**Business review cadence:** The Technical Success Manager will deliver a quarterly business review with the Customer and Snyk account team members.

**Live training sessions:** Snyk will perform live training sessions on a subject of the Customer’s choice to educate on practices that promote the Customer’s success. The Gold Success Offering includes one (1) live training session per month (12 per year).

**Private Slack channel:** Direct engagement over Slack with your Technical Account team to encourage collaboration.

#### Platinum Success offering

**Technical Success Manager:** Named Technical Resource assigned to the customer account to guide their onboarding and support their Snyk implementation as it grows and evolves.

**Dedicated TSM hours:** Dedicated TSM hours refer to the amount of time the Named Technical Resources will spend working on the account, regardless of whether that time is with the customer. For instance, if the Customer has a list of questions that a TSM needs to research, the time spent researching is considered part of the allocated hours.

The dedicated hours are a guideline intended to set expectations, rather than a contractual term. If the Customer needs more time one week, and less the next, the TSM will be flexible and adherent.

The Platinum Success Offering includes on average up to eight (8) dedicated TSM hours per week.

**Solutions Architecture:** Snyk will provide in-depth technical consulting as needed for customer use cases requiring deep integration of Snyk functionality and data into existing enterprise systems and workflows above and beyond the core product workflows, typically through the use of Snyk APIs, CLI automation, and other means in a reliable and scalable way for enterprise customer environments. Solutions Architecture engagements will be scoped and scheduled by Snyk based on the complexity of the workflow and subject to Snyk's resource availability and operational requirements.

**Guided Onboarding:** Snyk will guide the Customer through onboarding, ensuring the customer is enabled with the following:

* Effective account configuration (including Org structure, SSO setup, and so on)
* Project import strategy
* Remediation triage strategy

Customer onboarding needs vary depending on the solutions purchased.

**Success Planning:** The Technical Success Manager will conduct discovery to uncover the Customer’s short and long-term goals and will create a strategic plan to reach those goals. The TSM will also help define the KPIs based on the Customer’s goals and will create a plan for the customer to track them. As the Customer reaches their goal and matures, the Technical Success Manager will continue to strategize to ensure the Customer’s continued success and growth.

**Business Review Cadence:** The Technical Success Manager will deliver a business review with the Customer and Snyk account team members quarterly.

**Live Training Sessions:** Snyk will deliver live training sessions relevant to the Customer's implementation of Snyk and their tech stack and use cases. The Platinum Success Offering includes up to two (2) live training sessions per month (24 per year).

**Private Slack channel:** Customers have direct engagement over Slack with their Technical Account team to encourage collaboration

## Support terms

### Summary of Snyk Global Support offerings

Response times are dependent on the severity of the ticket, the Snyk Plan purchased (Free or Team versus Enterprise), and the Success Offering purchased (Standard, Flex, Gold, Platinum).

#### **Severity definitions**

<table data-full-width="false"><thead><tr><th width="166">Severity level</th><th width="121.33333333333331">Impact</th><th>Description</th></tr></thead><tbody><tr><td>1: Urgent</td><td>Critical</td><td>Snyk critical failure that impacts Licensee’s operations and prevents Licensee’s work from being done with no workaround.</td></tr><tr><td>2: High</td><td>Major</td><td>A major function of the Snyk service is not operational but Licensee’s operations are not affected, or operations are possible with a workaround.</td></tr><tr><td>3: Normal</td><td>Low</td><td>Minor defect in the Software or Platform with minor or no effect on Licensee’s operation.</td></tr><tr><td>4: Low</td><td>Trivial</td><td>Trivial defect in the Software or Platform with little or no impact on Licensee’s operation.</td></tr></tbody></table>

#### Initial response time 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 timeframes specified in the table above.
* The times listed are the time frames in which you can expect the first response.
* First response times apply to support communications through Snyk's support portal only. Private Slack channels are designed for regular collaboration between Snyk and customers but are not subject to specific first response times and should not be used for support communications.
* For issues outside of the typical support scope, issues determined to require a longer-term fix, or issues that are part of future development cycles, Snyk will provide regular and meaningful updates on a case-by-case basis. This includes, but is not limited to, new feature requests, items within Snyk’s long-term development roadmap, and complex bug fixes.
* Technical Success Managers do not provide break or fix support and will refer requests for technical issue resolution to Snyk's Technical Support team.

#### Definitions of Snyk Global support hours

**8x5**: Snyk Technical Support Engineers actively respond to tickets within the Customer's local business hours, Monday to Friday.

**24x5**: Snyk Technical Support Engineers actively respond to tickets 24 hours a day, Monday to Friday in the Customer's local time zone.

**24x7**: Snyk Technical Support Engineers actively respond to tickets 24 hours a day, Monday to Friday. In addition, for **urgent customer issues** outside of 24x5, Snyk provides a 24-hour support telephone number. This is served by a telephone answering service which routes the request to Snyk on-call engineers. 24x7 support will be provided in English unless during business hours.

### Definitions and Support Plan descriptions

#### Standard Support

The Standard Success Plan includes Standard Support.

**Pooled Technical Support:** Support tickets are handled and triaged by a pool of Technical Support Engineers.

**8x5 support hours (Free and Team plans\*)**: Snyk Technical Support Engineers actively respond to tickets on the next business day, responding within local business hours, Monday to Friday.

**24x5 support hours (Enterprise plan)**: Snyk Technical Support Engineers actively respond to tickets 24 hours a day, Monday to Friday. Included within the Enterprise plan.

{% hint style="info" %}
\*Includes legacy Business plans
{% endhint %}

#### Flex Support

The Flex Success Plan includes Flex Support.

**Pooled Technical Support:** Support tickets are handled and triaged by a pool of Technical Support Engineers.

**24x5 support hours**: Snyk Technical Support Engineers actively respond to tickets 24 hours a day, Monday to Friday. For urgent customer issues outside of 24x5, Snyk provides a 24-hour support telephone number (+1-844-835-8167). This is served by a telephone answering service, which routes the request to Snyk on-call engineers.

#### Gold Support

The Gold Success plan includes Gold Support.

**Pooled Technical Support:** Support tickets are handled and triaged by a pool of Technical Support Engineers.

**24x7 support hours**: Snyk Technical Support Engineers actively respond to tickets 24 hours a day, Monday to Friday. For urgent customer issues outside of 24x5, Snyk provides a 24-hour support telephone number (+1-844-835-8167). This is served by a telephone answering service, which routes the request to Snyk on-call engineers.

#### Platinum Support

The Platinum Success Plan includes Platinum Support.

The Platinum add-on provides extended, in-depth, and skilled expertise to help you maximize your investment with Snyk. by aligning a **Technical Support Engineer** to your account who will have the relevant level of depth in your environment, deployment, and use cases that will help to expedite resolution time and offer best practices.

**Technical Support Engineer:** The Technical Support Engineer (TSE) assigned to the Customer's account has familiarity with the Customer's environment and deployment, helps with resolving support tickets, and serves as the Customer's point of escalation. The aligned TSE will also partner with the Customer for incident management.

**24x7 support hours:** Snyk support engineers actively respond to tickets 24 hours a day, Monday to Friday. For urgent Customer issues outside of 24x5, Snyk provides a 24-hour support telephone number (+1-844-835-8167). This is served by a telephone answering service, which routes the request to Snyk on-call engineers.

**Prioritized support ticket routing:** Tickets raised by Platinum Success Customers are automatically routed to Snyk Technical Support Engineers and prioritized ahead of non-Platinum ticket traffic.

## Implementation, support and/or professional services

The Customer acknowledges that the implementation, support and/or professional service options listed below may be performed either by Snyk personnel or by a Snyk certified partner under the direction and supervision of Snyk. In either event, Snyk remains fully responsible and liable for the performance of these services and its partner's compliance with the terms of the underlying Agreement between Snyk and the Customer, including obligations of confidentiality and data security.

See the service descriptions on each of the following pages.

* [Snyk Jumpstart Services](https://docs.snyk.io/snyk-data-and-governance/snyk-terms-of-support-and-services-glossary/snyk-jumpstart-services-description)
* [Snyk Residency Services](https://docs.snyk.io/snyk-data-and-governance/snyk-terms-of-support-and-services-glossary/snyk-residency-services)
* [Statement of Work](https://docs.snyk.io/snyk-data-and-governance/snyk-terms-of-support-and-services-glossary/declining-balance)