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Overview
The Snare support team is available 24 hours a day, 7 days a week, and uses commercially reasonable best efforts to provide an efficient and effective support service to all global customers.
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Customers are supported both directly and indirectly (i.e. via managed service partners) so please check with your solution provider around the correct process for raising support requests with Snare. |
How to contact Snare Support
Snare Support portal link:
https://prophecyinternational.atlassian.net/servicedesk/customer/portal/7
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Your Technical Account Manager (if you have one assigned)
Carlos Osorio (Head of Global Support, based in APAC) → cosorio@prophecyinternational.com
Stephen Irecki (Chief Operations Officer, based in EMEA) → sirecki@prophecyinternational.com
How to raise a Support Request
As an example, to report an issue:
1. Once registered, log into the Snare support portal: https://prophecyinternational.atlassian.net/servicedesk/customer/portal/7
2. Select ‘Report ‘Report an Issue’:
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3. Fill out all mandatory fields:
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4. Click ‘Create’‘Create’
5. Track and manage your request going forward using the tools available within the portal:
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Support Request Priority
Priority is automatically calculated based on the priority matrix (shown below), using customer provided inputs (Impact and Urgency). Other considerations may also affect the assigned priority, including size, scope, complexity and resources required for the resolution to be carried out.
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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 CustomerAwaiting More Details | This issue is waiting on something from the customer. |
Escalated to Development | This issue has been escalated internally to either the development Sales team. |
Development In Progress | This issue is being worked on by The issue has been escalated to the Development team. |
QA in ProgressAwaiting Fix | This issue is being worked on by the QA teamhas an identified root cause and is waiting for a fix from Development. |
Awaiting Scheduled Upgrade/Fix | This issue has an available fix and is currently waiting for a scheduled upgrade/fix.its release schedule |
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.
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