GITBOOK-8625: vc-Snyk Terms of Support and Services Glossary:update p…

…age width

docs/manage-risk/prioritize-issues-for-fixing/risk-score.md

@@ -14,7 +14,7 @@ Risk score remains the same over time if the contributing factors do not change.
 
 Since real risk is scarce, you should expect a significant drift in the distribution of scores, as can be seen in this example of Project score distributions: 
 
-<figure><img src="../../.gitbook/assets/image (2) (1) (1) (1).png" alt="Example Project scores distribution"><figcaption><p>Example Project scores distribution</p></figcaption></figure>
+<div data-full-width="false"><figure><img src="../../.gitbook/assets/image (2) (1) (1) (1).png" alt="Example Project scores distribution"><figcaption><p>Example Project scores distribution</p></figcaption></figure></div>
 
 Risk Score replaces the Priority Score directly. See the [priority score docs](priority-score.md) for how to interact with the Risk Score in the UI, API, and Reports, where the Risk Score is now introduced when enabled.&#x20;
 

docs/working-with-snyk/snyk-terms-of-support-and-services-glossary/README.md

@@ -6,7 +6,7 @@ The following terms shall apply if and to the extent the offerings below are pur
 
 ### Summary of offerings
 
-<table data-full-width="true"><thead><tr><th width="164">Offering</th><th width="178">Standard*</th><th width="172">Silver Success</th><th width="182">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>Online community</td><td>✔</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Support resource and ticket routing <br><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></td><td>Pooled Technical Support</td><td>Pooled Technical Support<br><em>Priority path for escalation</em></td><td>Pooled Technical Support<br><em>Priority path for escalation</em></td><td><p>Aligned Technical Support Engineer</p><p><em>Priority routing for support issues</em></p><p><em>Priority path for escalation</em><br></p></td></tr><tr><td><p>Hours of operation</p><p><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></p></td><td>24x5</td><td>24x7</td><td>24x7</td><td>24x7</td></tr><tr><td>Initial Support response SLA<br><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 4 hrs</td></tr><tr><td>High (2): 8 hrs</td></tr><tr><td>Normal (3): 24 hrs</td></tr><tr><td>Low (4): 24 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 2 hrs</td></tr><tr><td>High (2): 4 hrs</td></tr><tr><td>Normal (3): 8 hrs</td></tr><tr><td>Low (4): 12 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 1 hr</td></tr><tr><td>High (2): 2 hrs</td></tr><tr><td>Normal (3): 8 hrs</td></tr><tr><td>Low (4): 12 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 1 hr</td></tr><tr><td>High (2): 2 hrs</td></tr><tr><td>Normal (3): 4 hrs</td></tr><tr><td>Low (4): 8 hrs</td></tr></tbody></table></td></tr><tr><td>Technical Success Manager</td><td>❌</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Dedicated TSM hours</td><td>N/A</td><td>Bi-weekly meetings. Up to 2 hrs/week (average)</td><td>Up to 4 hrs/week (average)</td><td>Up to 8 hrs/week (average)</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>Bi-annually</td><td>Quarterly</td><td>Quarterly</td></tr><tr><td>Live training sessions</td><td>Public trainings on snyk.io/events</td><td>Public trainings on snyk.io/events</td><td>1 Private Session/Month</td><td>2 Private Sessions/Month</td></tr><tr><td>Private Slack channel</td><td>❌</td><td>✔</td><td>✔</td><td>✔</td></tr></tbody></table>
+<table data-full-width="false"><thead><tr><th width="164">Offering</th><th width="153">Standard*</th><th width="148">Silver 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>Online community</td><td>✔</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Support resource and ticket routing <br><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></td><td>Pooled Technical Support</td><td>Pooled Technical Support<br><em>Priority path for escalation</em></td><td>Pooled Technical Support<br><em>Priority path for escalation</em></td><td><p>Aligned Technical Support Engineer</p><p><em>Priority routing for support issues</em></p><p><em>Priority path for escalation</em><br></p></td></tr><tr><td><p>Hours of operation</p><p><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></p></td><td>24x5</td><td>24x7</td><td>24x7</td><td>24x7</td></tr><tr><td>Initial Support response SLA<br><em><mark style="color:purple;">See the</mark></em> <a href="./#support-terms"><em><mark style="color:purple;">Support Terms</mark></em></a> <em><mark style="color:purple;">section for more details</mark></em></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 4 hrs</td></tr><tr><td>High (2): 8 hrs</td></tr><tr><td>Normal (3): 24 hrs</td></tr><tr><td>Low (4): 24 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 2 hrs</td></tr><tr><td>High (2): 4 hrs</td></tr><tr><td>Normal (3): 8 hrs</td></tr><tr><td>Low (4): 12 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 1 hr</td></tr><tr><td>High (2): 2 hrs</td></tr><tr><td>Normal (3): 8 hrs</td></tr><tr><td>Low (4): 12 hrs</td></tr></tbody></table></td><td><p></p><table data-header-hidden><thead><tr><th></th></tr></thead><tbody><tr><td>Urgent (1): 1 hr</td></tr><tr><td>High (2): 2 hrs</td></tr><tr><td>Normal (3): 4 hrs</td></tr><tr><td>Low (4): 8 hrs</td></tr></tbody></table></td></tr><tr><td>Technical Success Manager</td><td>❌</td><td>✔</td><td>✔</td><td>✔</td></tr><tr><td>Dedicated TSM hours</td><td>N/A</td><td>Bi-weekly meetings. Up to 2 hrs/week (average)</td><td>Up to 4 hrs/week (average)</td><td>Up to 8 hrs/week (average)</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>Bi-annually</td><td>Quarterly</td><td>Quarterly</td></tr><tr><td>Live training sessions</td><td>Public trainings on snyk.io/events</td><td>Public trainings on snyk.io/events</td><td>1 Private Session/Month</td><td>2 Private Sessions/Month</td></tr><tr><td>Private Slack channel</td><td>❌</td><td>✔</td><td>✔</td><td>✔</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 (Silver, Gold, Platinum Success Offerings).
@@ -110,7 +110,7 @@ Response times are dependent on the severity of the ticket, the Snyk Plan purcha
 
 #### **Severity definitions**
 
-<table data-full-width="true"><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>
+<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