Support Offerings
We provide you with 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.
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 |
