Snare Support Handbook

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://jsd.prophecyinternational.com/servicedesk/customer/portal/3

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 here.

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:

Carlos Osorio (Global Support Lead, based in APAC) → cosorio@prophecyinternational.com
Stephen Irecki (VP, Global Customer Operations, based in EMEA) → sirecki@prophecyinternational.com

How to raise a Support Request

As an example, to report an issue:

1. Log into the Snare support portal: https://jsd.prophecyinternational.com/servicedesk/customer/portal/3

If you do not have a support portal login, you can sign up for one here.

2. Select ‘Report an Issue’:

3. Fill out all mandatory fields:

Support requests can be raised as private or shared with others within your organization. If your organization does not appear in the list, please ask for it to be added in the comments section of the case after you have submitted your request.

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
Impact	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.
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)