Support Offerings

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

Technical Support Icon

Technical Support

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

Appended Support Icon

Appended Support

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

Select a tier that supports your needs.

  • Support Hours

    Sunday 10:00PM PT – Friday 8:00PM PT

  • Response Times

    < 24 Hours

  • System Health Dashboard

    Yes

  • Best Practices and Consulting

    Additional Fees Apply

  • Access to Technical Support

    Email Only

  • Skytap Product Help Documentation

    Yes

  • Skytap Product Training

    Access to Skytap Academy

  • Primary Case Handling

    Support Engineer

  • Cloud Solution Architecture Guidance

    No

  • Guest OS Support / Third Party Software Support

    No

  • Primary Support Contacts

    1

  • Sharing Portal End User Support

    No

  • API Support

    No

  • Technical Account Manager

    No

  • Named Support Engineer

    No

  • Onsite Services (T&E)

    No

  • Dedicated Technical Account Administrator and SME

    No

  • Customer Success Manager

    No

  • Critical Event Management

    No

  • Pricing

    Included

  • Support Hours

    Sunday 10:00PM PT – Friday 8:00PM PT

  • Response Times

    Severity 1 < 30 min (24x7x365)
    During Support Hours:
    Severity 2 < 4 hours
    Severity 3 < 24 hours

  • System Health Dashboard

    Yes

  • Best Practices and Consulting

    Two ½ days / year

  • Access to Technical Support

    Phone, Email, Screen Sharing

  • Skytap Product Help Documentation

    Yes

  • Skytap Product Training

    Access to Skytap Academy

  • Primary Case Handling

    Support Engineer

  • Cloud Solution Architecture Guidance

    Yes – Additional Fees Apply

  • Guest OS Support / Third Party Software Support

    Limited interoperability, configuration guidance and troubleshooting

  • Primary Support Contacts

    5

  • Sharing Portal End User Support

    Yes

  • API Support

    Yes

  • Technical Account Manager

    No

  • Named Support Engineer

    No

  • Onsite Services (T&E)

    No

  • Dedicated Technical Account Administrator and SME

    No

  • Customer Success Manager

    Yes

  • Critical Event Management

    Yes – Additional Fees Apply

  • Pricing

    Additional Fees Apply

  • Support Hours

    24x7x365

  • Response Times

    24 x 7 x 365
    Severity 1 < 30 min
    Severity 2 < 1 hour
    Severity 3 < 4 hours

  • System Health Dashboard

    Yes

  • Best Practices and Consulting

    40 hours per year

  • Access to Technical Support

    Phone, Email, Screen Sharing

  • Skytap Product Help Documentation

    Yes

  • Skytap Product Training

    Access to Skytap Academy
    Instructor Led Training

  • Primary Case Handling

    Sr. Support Engineer

  • Cloud Solution Architecture Guidance

    Yes – 8 Hours / Mo.

  • Guest OS Support / Third Party Software Support

    Extensive interoperability, configuration guidance and troubleshooting.
    Subject matter expertise

  • Primary Support Contacts

    25

  • Sharing Portal End User Support

    Yes

  • API Support

    Yes

  • Technical Account Manager

    Yes

  • Named Support Engineer

    Yes

  • Onsite Services (T&E)

    Yes

  • Dedicated Technical Account Administrator and SME

    Yes
    $300,000 / year

  • Customer Success Manager

    Yes

  • Critical Event Management

    Yes – Additional Fees Apply

  • Pricing

    Additional Fees Apply

[admin_only]

Select a tier that supports your needs.

Standard Enterprise Platinum
Support Hours Sunday 10:00PM PT – Friday 8:00PM PT Sunday 10:00PM PT – Friday 8:00PM PT 24x7x365
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
API 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
[/admin_only]

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