Snare Support Handbook
- Stephen Irecki
- Carlos Osorio
- Arielle Kaye Odeste
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.
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
Due to the nature of the Snare solution, customers are highly encouraged to submit support requests via the support portal (or via email), so screenshots and logs can be shared easily.
If you do not have a support portal login, you can sign up for one using the ‘Sign Up’ link when clicking on the above link.
Snare Support email address:
snaresupport@prophecyinternational.com
Snare Support phone numbers:
APAC: +61 1800 790 139 (IVR - Option 3)
EMEA: +44 800 368 7423 (IVR - Option 3)
North America: +1 800 834 1060 (IVR - Option 3)
Escalation Paths
Should you need to escalate your request, please contact:
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 an Issue’:
3. Fill out all mandatory fields:
4. Click ‘Create’
5. Track and manage your request going forward using the tools available within the portal:
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.
Priority Matrix
Snare support requests have 5 levels of priority, as defined below:
P1 - Highest : Critical issue that needs to be fixed immediately
P2 - High : Issue needs to be fixed with high urgency
P3 - Medium : There is an issue but service is still running
P4 - Low : Minor issue or easily worked around
P5 - Lowest : Trivial issue with little or no impact on progress
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 |
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.
Impact
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. |
Awaiting More Details | This issue is waiting on something from the customer. |
Escalated | This issue has been escalated internally to either the Sales team. |
Development In Progress | The issue has been escalated to the Development team. |
Awaiting Fix | This issue has an identified root cause and is waiting for a fix from Development. |
Awaiting Upgrade | This issue has an available fix and is waiting for 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 |
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) |