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.
Skytap Academy teaches users how to use, manage, share and master Skytap through self-paced, easy to follow video courses.
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.
Support Contact Methods
|Support Hours||Sunday 10:00PM PT –|
Friday 8:00PM PT
|Sunday 10:00PM PT –|
Friday 8:00PM PT
|Response Times||< 24 Hours||Severity 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 Dashboard||Yes||Yes||Yes|
|Best Practices and Consulting||Additional Fees Apply||Two ½ days / year||40 hours per year|
|Access to Technical Support||Email Only||Phone, Email, Screen Sharing||Phone, Email, Screen Sharing
|Skytap Product Help Documentation||Yes||Yes||Yes|
|Skytap Product Training||Access to Skytap Academy||Access to Skytap Academy||Access to Skytap Academy
Instructor Led Training
|Primary Case Handling||Support Engineer||Support Engineer||Sr. Support Engineer|
|Cloud Solution Architecture Guidance||No||Yes – Additional Fees Apply||Yes – 8 Hours / Mo.|
|Guest OS Support / Third Party Software Support||No||Limited interoperability, configuration|
guidance and troubleshooting
|Extensive interoperability, configuration
guidance and troubleshooting
Subject matter expertise
|Primary Support Contacts||1||5||25|
|Sharing Portal End User Support||No||Yes||Yes|
|Technical Account Manager||No||No||Yes|
|Named Support Engineer||No||No||Yes|
|Onsite Services (T&E)||No||No||Yes|
|Dedicated Technical Account Administrator and SME||No||No||Yes
$300,000 / year
|Customer Success Manager||No||Yes||Yes|
|Critical Event Management||No||Yes - Additional Fees Apply||Yes - Additional Fees Apply|
|Pricing||Included||Additional Fees Apply||Additional Fees Apply|
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.
Skytap AcademySkytap Academy teaches users how to use, manage, share and master Skytap through self-paced, easy to follow video 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.
Support Contact MethodsSubmit a TicketOpen a support ticket (logged in)
Open a support ticket (all users)
(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.
Continuous engagement to develop, manage, and deploy mission critical applications.
Appended SupportDedicated partnership with Skytap services and support to fully customize workloads.
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]