Skytap Product
    Support

Documentation

Skytap documentation contains how-to guides and answers to the most frequently asked support questions. If you have searched through the support documentation and still require assistance, please submit a support request for more help.

View Documentation

Skytap Academy

Skytap Academy teaches users how to use, manage, share and master Skytap through self-paced, easy to follow video courses.

View Courses

Connectivity Checker

The Skytap Connectivity Checker is used to verify if your computer meets the minimum requirements for connectivity to Skytap. It should be used to confirm that you are able to access and use Skytap virtual machines from your location.

Check Connectivity

Support Contact Methods

Submit a Ticket

Open a support ticket (logged in)

https://cloud.skytap.com/support

Open a support ticket (all users)

www.skytap.com/support/form

Contact Support

Phone

(866) 649-7889 (US Toll Free)
(206) 658-2468 (US Local)
+44 207 078 4380 (UK Local)


Support Offerings

We provide you with the support and service levels best suited at each stage of your Skytap journey.

Technical Support

Rapid onboarding to help you quickly migrate and adopt Skytap resources.

Consultative Support

Continuous engagement to develop, manage, and deploy mission critical applications.

Appended Support

Dedicated partnership with Skytap services and support to fully customize workloads.

 StandardEnterprisePlatinum
Support HoursSunday 10:00PM PT –
Friday 8:00PM PT
Sunday 10:00PM PT –
Friday 8:00PM PT
24x7x365
Response Times< 24 HoursSeverity 1 < 30 min (24x7x365)

During Support Hours:
Severity 2 < 4 hours
Severity 3 < 24 hours
24 x 7 x 365
Severity 1 < 30 min
Severity 2 < 1 hour
Severity 3 < 4 hours
System Health DashboardYesYesYes
Best Practices and ConsultingAdditional Fees ApplyTwo ½ days / year40 hours per year
Access to Technical SupportEmail Only

Phone, Email, Screen Sharing

Phone, Email, Screen Sharing

Skytap Product Help DocumentationYesYesYes
Skytap Product TrainingAccess to Skytap Academy

Access to Skytap Academy

Access to Skytap Academy
Instructor Led Training
Primary Case HandlingSupport EngineerSupport EngineerSr. Support Engineer
Cloud Solution Architecture GuidanceNoYes – Additional Fees ApplyYes – 8 Hours / Mo.
Guest OS Support / Third Party Software SupportNoLimited interoperability, configuration
guidance and troubleshooting
Extensive interoperability, configuration
guidance and troubleshooting
Subject matter expertise
Primary Support Contacts1525
Sharing Portal End User SupportNoYesYes
API SupportNoYesYes
Technical Account ManagerNoNoYes
Named Support EngineerNoNoYes
Onsite Services (T&E)NoNoYes
Dedicated Technical Account Administrator and SMENoNoYes
$300,000 / year
Customer Success ManagerNoYesYes
Critical Event ManagementNoYes - Additional Fees ApplyYes - Additional Fees Apply
PricingIncludedAdditional Fees ApplyAdditional Fees Apply
Skytap Product
    SupportDocumentationSkytap documentation contains how-to guides and answers to the most frequently asked support questions. If you have searched through the support documentation and still require assistance, please submit a support request for more help.
View Documentation
Skytap AcademySkytap Academy teaches users how to use, manage, share and master Skytap through self-paced, easy to follow video courses.
View Courses
Connectivity CheckerThe Skytap Connectivity Checker is used to verify if your computer meets the minimum requirements for connectivity to Skytap. It should be used to confirm that you are able to access and use Skytap virtual machines from your location.
Check Connectivity
Support Contact MethodsSubmit a TicketOpen a support ticket (logged in)
https://cloud.skytap.com/support
Open a support ticket (all users)
www.skytap.com/support/form
Contact SupportEmail
support@skytap.com
Phone
(866) 649-7889 (US Toll Free)
(206) 658-2468 (US Local)
+44 207 078 4380 (UK Local)
Support SLA and Severity Definitions
Support OfferingsWe provide you with the support and service levels best suited at each stage of your Skytap journey.
Technical SupportRapid onboarding to help you quickly migrate and adopt Skytap resources.
Consultative Support
Continuous engagement to develop, manage, and deploy mission critical applications.
Appended SupportDedicated partnership with Skytap services and support to fully customize workloads.

Edit

 StandardEnterprisePlatinum

Support HoursSunday 10:00PM PT –
Friday 8:00PM PTSunday 10:00PM PT –
Friday 8:00PM PT24x7x365

Response Times< 24 HoursSeverity 1 < 30 min (24x7x365) During Support Hours: Severity 2 < 4 hours Severity 3 < 24 hours24 x 7 x 365 Severity 1 < 30 min Severity 2 < 1 hour Severity 3 < 4 hours System Health DashboardYesYesYes Best Practices and ConsultingAdditional Fees ApplyTwo ½ days / year40 hours per year Access to Technical SupportEmail Only Phone, Email, Screen Sharing Phone, Email, Screen Sharing Skytap Product Help DocumentationYesYesYes Skytap Product TrainingAccess to Skytap Academy Access to Skytap Academy Access to Skytap Academy Instructor Led Training Primary Case HandlingSupport EngineerSupport EngineerSr. Support Engineer Cloud Solution Architecture GuidanceNoYes – Additional Fees ApplyYes – 8 Hours / Mo. Guest OS Support / Third Party Software SupportNoLimited interoperability, configuration guidance and troubleshootingExtensive interoperability, configuration guidance and troubleshooting Subject matter expertise Primary Support Contacts1525 Sharing Portal End User SupportNoYesYes API SupportNoYesYes Technical Account ManagerNoNoYes Named Support EngineerNoNoYes Onsite Services (T&E)NoNoYes Dedicated Technical Account Administrator and SMENoNoYes $300,000 / year Customer Success ManagerNoYesYes Critical Event ManagementNoYes - Additional Fees ApplyYes - Additional Fees Apply PricingIncludedAdditional Fees ApplyAdditional Fees Apply[/cs_content_seo]