Get support for a Native App¶
The provider is your support contact for all app issues¶
The provider is the seller of record and is responsible for supporting the application. All issues related to the app — functional bugs, unexpected behavior, performance problems, data questions, integration failures — should be reported directly to the provider. The provider will engage Snowflake where appropriate.
Snowflake Support does not have knowledge of the specifics of individual Native Apps and will not be able to provide support for them directly.
To contact the provider, use the contact information in the Snowflake Marketplace listing for the app. When filing a support request with the provider, include:
- The app name and current version (visible in the Snowsight app management view)
- A description of the issue and the steps to reproduce it
- Relevant error messages
- Query IDs for any failed queries (available in query history)
Snowflake Support — the narrow exception¶
Snowflake Support is appropriate only for issues that are clearly at the platform level and not related to the specific app:
- Installation failure due to a Snowflake infrastructure issue (not an app configuration issue)
- Billing discrepancies
- Snowsight not loading or other platform-level interface issues
If you are unsure whether an issue is platform-level or app-level, start with the provider. They are better positioned to diagnose and will escalate to Snowflake if needed. Snowflake Support cannot provide support for third-party applications.
Security concerns and suspected misuse¶
If you believe the app is accessing objects or performing actions beyond what you authorized:
First: revoke the relevant grants and/or suspend the app’s resources (compute pools, warehouses) immediately to stop any ongoing access while you investigate.
Second: collect evidence using the monitoring queries in
Monitor and audit a Native App — query GRANTS_TO_ROLES to see current
access, APPLICATION_CALLBACK_HISTORY to see recent callback executions, and the standard Snowflake
QUERY_HISTORY and ACCESS_HISTORY views to see what queries ran and what objects were accessed.
Third: contact the provider. In most cases, unexpected behavior has an explanation — a new feature in an upgrade, a misconfiguration, or a bug. The provider should be able to explain or remediate.
If the concern cannot be resolved with the provider, file a case with Snowflake Support in the same way you would for any other Snowflake security concern. For instructions, see Contacting Snowflake Support.
Vulnerability disclosures¶
If you discover a security vulnerability:
- In the app’s logic, data handling, or behavior: report to the provider. The provider is responsible for patching app-level vulnerabilities.
- In the Snowflake platform itself: report to Snowflake through the standard Snowflake vulnerability disclosure process. For instructions, see Contacting Snowflake Support.