Semgrep Customer Success

Support and services for paying customers to help with implementation, best practices, troubleshooting, and maximizing the value from Semgrep

Join our Slack Documentation

Get help from Semgrep’s Customer Success team

A few ways the Customer Success team can help include:

Triaging unexpected results
Assisting with CI/CD integration
Resolving operational errors
Advising on rule implementation
Diagnosing performance issues
Outage alerts
Product use questions
Feature requests

Customer Success Team

Support for paying customers

You can find the support menu bar at the bottom of your private #semgrep-<customer name> Slack channel that highlights the different ways you can open a support case. You can click on Request Help to open the support case form, or react to an existing message with the ticket emoji, which will open a support case on your behalf. Using the emoji opens the case with a default priority of P2 - Medium. Please adjust the priority from the dropdown in the Slack thread if needed.

You can file new cases from Semgrep Cloud Platform by navigating to the Help section and selecting New Case. From there you can also check the status of all your open and closed support cases.

You can also submit a support case by emailing us at support@semgrep.com.

Looking for Semgrep open source support?

Join the Semgrep community slack Read the documentation

Best practices when opening a support case

To help us resolve issues as quickly as possible, please provide as much context as you can when opening a case.

Description

A description of the problem, complete version number (for replication purposes), with replicating steps if possible.

Evidence

Provide as much evidence as possible: logs, screenshots, and error messages.

Urgency

Express the case urgency in tangible terms so that we can be responsive to your needs and timelines, for example: this needs to be fixed in 2 days, 2 weeks, 2 months, etc. to make our deadline.

Support service levels

See the mapping of service level response times to issue severity below

Severity P0 - Urgent

Service is inoperable or the performance of the service is so severely reduced that Customer cannot reasonably continue to use the service because of the error, the error cannot be circumvented with a workaround, and it affects Customer’s ability to perform its business.

2 hrs

Severity P1 - High

Performance is significantly degraded such that Customer’s use of the service is materially impaired, but the error can be circumvented with a workaround.

4 hrs

Severity P2 - Medium

Customer is experiencing a performance, operational, or functional issue in its use of the service that can be circumvented with a workaround, and the error causes only minimal impact to the customer’s ability to use the service.

24 hrs

Severity P3 - Low

No issue with performance or operation of the services. This level includes standard questions on the API configuration, dashboard functionality, enhancement requests, or documentation clarification.

72 hrs

Technical Account Manager

Contact our sales team to inquire about having a dedicated Technical Account Manager who can assist with onboarding & implementation, success planning, executive business reviews, and advocating on your behalf for new features and development.

Contact Sales

Frequently asked questions

Unless otherwise specified by contract with Semgrep, standard support hours are available to paying customers and defined as 5 days a week from 8am - 1am UTC (Monday to Friday), excluding Semgrep-recognized holidays.

Semgrep shall use good faith efforts to work with customers during normal business hours in the time zone in which the customer is located. The common language of support is English.