We're finding Snow Support responses to be dreadful. Has anybody been able to get snow to respond and resolve their support requests in a reasonable time frame? I'd love to hear any solutions.
I am sorry to hear that you are having challenges with response from Snow Support. I would like to discuss with you in more detail and ensure that you are getting the expected service required along with ensuring you have the detailed escalation path within the Snow support leadership team should you need. My email is firstname.lastname@example.org please drop me a mail and I will respond with a meeting for the earliest next week.
All the best,
Senior Director Global Customer Support
We also find the response from the support not up to speed. It frequently seems that questions are being lost somehow and there is no answer.
This is even more interesting: Pretty often we can get more than one reply on the same question from different support persons and it´s extra intriguing when the solutions don´t match:-). Usally after 10-14 Days after we logged the question.
When it comes to Snow SDM the only way to get response is to know the right people in Snow organization and target them directly, otherwise there is no reply to more than very basic questions.
Work around: Without the right contacts within the organization I would say it´s pretty hard to get good and swift answers on complex matters from the support (or sorry to say - any answer at all....)
I have a case open at the moment, I raised it as non-urgent, it's now been 17 days since the support agent made contact via the support portal. It isn't an urgent case (Thankfully) but it is something I need help resolving that I couldn't find help on the community forum.
Please email me directly at email@example.com with your case reference and I will look into this for you.
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