From 5aa4564d6a4a3cbdbf5be3c88900c34662a50e5b Mon Sep 17 00:00:00 2001 From: Veronica Cernea Date: Fri, 13 Dec 2024 11:27:40 +0000 Subject: [PATCH] GITBOOK-8625: vc-Snyk Terms of Support and Services Glossary:update page width --- docs/manage-risk/prioritize-issues-for-fixing/risk-score.md | 2 +- .../snyk-terms-of-support-and-services-glossary/README.md | 4 ++-- 2 files changed, 3 insertions(+), 3 deletions(-) diff --git a/docs/manage-risk/prioritize-issues-for-fixing/risk-score.md b/docs/manage-risk/prioritize-issues-for-fixing/risk-score.md index 69f73a9020e0..c83c78960db8 100644 --- a/docs/manage-risk/prioritize-issues-for-fixing/risk-score.md +++ b/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: -
Example Project scores distribution

Example Project scores distribution

+
Example Project scores distribution

Example Project scores distribution

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. diff --git a/docs/working-with-snyk/snyk-terms-of-support-and-services-glossary/README.md b/docs/working-with-snyk/snyk-terms-of-support-and-services-glossary/README.md index dee5d4e418cb..3eb7ff09ab83 100644 --- a/docs/working-with-snyk/snyk-terms-of-support-and-services-glossary/README.md +++ b/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 -
OfferingStandard*Silver SuccessGold SuccessPlatinum Success
Digital learning resources✔✔✔✔
Online community✔✔✔✔
Support resource and ticket routing
See the Support Terms section for more details		Pooled Technical SupportPooled Technical Support
Priority path for escalation		Pooled Technical Support
Priority path for escalation

Aligned Technical Support Engineer

Priority routing for support issues

Priority path for escalation

Hours of operation

See the Support Terms section for more details

24x524x724x724x7
Initial Support response SLA
See the Support Terms section for more details

Urgent (1): 4 hrs
High (2): 8 hrs
Normal (3): 24 hrs
Low (4): 24 hrs

Urgent (1): 2 hrs
High (2): 4 hrs
Normal (3): 8 hrs
Low (4): 12 hrs

Urgent (1): 1 hr
High (2): 2 hrs
Normal (3): 8 hrs
Low (4): 12 hrs

Urgent (1): 1 hr
High (2): 2 hrs
Normal (3): 4 hrs
Low (4): 8 hrs
Technical Success Manager❌✔✔✔
Dedicated TSM hoursN/ABi-weekly meetings. Up to 2 hrs/week (average)Up to 4 hrs/week (average)Up to 8 hrs/week (average)
Solutions architecture❌❌❌✔
Guided onboarding ❌✔✔✔
Success planning❌✔✔✔
Business review cadenceN/ABi-annuallyQuarterlyQuarterly
Live training sessionsPublic trainings on snyk.io/eventsPublic trainings on snyk.io/events1 Private Session/Month2 Private Sessions/Month
Private Slack channel❌✔✔✔
+
OfferingStandard*Silver SuccessGold SuccessPlatinum Success
Digital learning resources✔✔✔✔
Online community✔✔✔✔
Support resource and ticket routing
See the Support Terms section for more details		Pooled Technical SupportPooled Technical Support
Priority path for escalation		Pooled Technical Support
Priority path for escalation

Aligned Technical Support Engineer

Priority routing for support issues

Priority path for escalation

Hours of operation

See the Support Terms section for more details

24x524x724x724x7
Initial Support response SLA
See the Support Terms section for more details

Urgent (1): 4 hrs
High (2): 8 hrs
Normal (3): 24 hrs
Low (4): 24 hrs

Urgent (1): 2 hrs
High (2): 4 hrs
Normal (3): 8 hrs
Low (4): 12 hrs

Urgent (1): 1 hr
High (2): 2 hrs
Normal (3): 8 hrs
Low (4): 12 hrs

Urgent (1): 1 hr
High (2): 2 hrs
Normal (3): 4 hrs
Low (4): 8 hrs
Technical Success Manager❌✔✔✔
Dedicated TSM hoursN/ABi-weekly meetings. Up to 2 hrs/week (average)Up to 4 hrs/week (average)Up to 8 hrs/week (average)
Solutions architecture❌❌❌✔
Guided onboarding ❌✔✔✔
Success planning❌✔✔✔
Business review cadenceN/ABi-annuallyQuarterlyQuarterly
Live training sessionsPublic trainings on snyk.io/eventsPublic trainings on snyk.io/events1 Private Session/Month2 Private Sessions/Month
Private Slack channel❌✔✔✔
{% 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** -
Severity LevelImpactDescription
1: UrgentCriticalSnyk critical failure that impacts Licensee’s operations and prevents Licensee’s work from being done with no workaround.
2: HighMajorA major function of the Snyk service is not operational but Licensee’s operations are not affected, or operations are possible with a workaround.
3: NormalLowMinor defect in the Software or Platform with minor or no effect on Licensee’s operation.
4: LowTrivialTrivial defect in the Software or Platform with little or no impact on Licensee’s operation.
+
Severity LevelImpactDescription
1: UrgentCriticalSnyk critical failure that impacts Licensee’s operations and prevents Licensee’s work from being done with no workaround.
2: HighMajorA major function of the Snyk service is not operational but Licensee’s operations are not affected, or operations are possible with a workaround.
3: NormalLowMinor defect in the Software or Platform with minor or no effect on Licensee’s operation.
4: LowTrivialTrivial defect in the Software or Platform with little or no impact on Licensee’s operation.
#### Initial response time details