Versions Compared

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Comment: SDCM-969

...

Should you need to escalate your request, please contact:

How to raise a Support Request

...

Priority is automatically calculated based on the following priority matrix:

Impact

Urgency

Critical

High

Medium

Low

Extensive

P1 - Highest

P1 - Highest

P2 - High

P3 - Medium

Significant

P1 - Highest

P2 - High

P3 - Medium

P4 - Low

Moderate

P2 - High

P3 - Medium

P4 - Low

P5 - Lowest

Minor

P3 - Medium

P4 - Low

P5 - Lowest

P5 - Lowest

Info

Support Requests submitted via email will default to a priority of P3 - Medium. The assigned support consultant will manually adjust the priority of these requests after their initial triage.

...

Customers are asked to communicate the impact of a support request when submitting it via the support portal. Impact is a measure of the extent of the incident and of the potential damage caused by the incident before it can be resolved.

Impact

Definition

1 - Extensive

The customer is experiencing an issue with the product affecting an enterprise or segment.

2 - Significant

The customer is experiencing an issue with the product affecting a business unit or department

3 - Moderate

The customer is experiencing an issue with the product affecting few users.

4 - Minor

The customer is experiencing an issue with the product affecting a single user.

Urgency

Customers are asked to communicate the urgency of a support request when submitting it via the support portal. Urgency is how quickly a resolution of the incident is required.

Urgency

Definition

1 - Critical

Product is not functioning and must be resolved with top priority.

2 - High

Product can no longer perform primary work functions and must be resolved with high urgency.

3 - Medium

Product's work functions are affected and must be resolved in an efficient manner.

4 - Low

There is inconvenience experienced in the product but does not require immediate attention.

Support Status Definitions

Support Status

Definition

Waiting for Support

This issue has entered the support queue and is waiting to be assigned to a Support Consultant.

Support In Progress

This issue is being actively worked on at the moment by the assigned Support Consultant.

Waiting for Customer

This issue is waiting on something from the customer.

Escalated to Development

This issue has been escalated to the development team.

Development In Progress 

This issue is being worked on by the Development team.

QA in Progress

This issue is being worked on by the QA team.

Awaiting Scheduled Upgrade/Fix

This issue is currently waiting for a scheduled upgrade/fix.

Resolved

This issue has been resolved and is awaiting customer acceptance of the resolution.

Canceled

This issue has been canceled.

Closed

The issue is considered finished, the resolution is correct. Issues which are closed can be reopened.

Support Shifts by Region

The following table details Snare’s support shifts in each region. The team uses a ‘follow-the-sun’ global support model where support requests are handled by and passed between regions in different time zones to increase responsiveness and reduce delays.

APAC

Shift Hours

Monday to Sunday

11:00 PM – 8:00 AM (GMT)

EMEA

Shift Hours

Monday to Sunday

7:00 AM – 4:00 PM (GMT)

North America

Shift Hours

Monday to Sunday

3:00 PM – 12:00 AM (GMT)

3rd Level technical teams

Should your support case be escalated to one of our 3rd Level technical teams (Consulting or Development), the support request escalation will only be worked on during APAC hours, Monday through Friday.

APAC

Shift Hours

Monday to Friday

10:00 PM – 6:00 AM (GMT)