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.

Download Support Datasheet

Select a tier that supports your needs.

Skytap is here to support your success. Skytap subscriptions include our Standard support. We also offer three levels of paid premium support (Developer, Enterprise, Platinum) to ensure we provide a level of support best suited to your business needs. Platinum support, our top-tier support level, includes a Technical Account Manager.

 
Platinum
Enterprise
Developer
Standard
Support Hours
24x7x365
Sunday 4:00PM PT – Friday 6:00PM PT
Sunday 4:00PM PT – Friday 6:00PM PT
Sunday 4:00PM PT – Friday 6:00PM PT
Response Times
24 x 7 x 365
Urgent (Severity 1) < 30 min
High (Severity 2) < 1 hour
Normal (Severity 3) < 4 hours
Low (Severity 4) < 24 hours
Urgent (Severity 1) < 30 min (24x7x365)
High (Severity 2) < 2 hours (24x7x365)
During Support Hours:
Normal (Severity 3) < 24 hours
Low (Severity 4) < 24 hours
Urgent (Severity 1) < 30 min (24x7x365)
During Support Hours:
High (Severity 2) < 4 hours
Normal (Severity 3) < 24 hours
Low (Severity 4) < 24 hours
< 24 Hours
Pricing
Greater of $5,000 or 10% of
monthly charges
(up to $30,000)
Greater of $1,000 or 7% of
monthly charges
(up to $15,000)
Greater of $250 or 5% of
monthly charges
(up to $5,000)
Included with Skytap subscription
System Health Dashboard
Robust Product Help Documentation
Email Support
Support Engineer for Primary Case Handling
Access to Technical Support via Phone and Screen Sharing
 
Guest OS Support / Third Party Software Support
 
API Support
 
Sharing Portal End User Support
 
 
Critical Event Management (additional fee)
 
 
Technical Account Manager
 
 
 
Cloud Solution Architecture Guidance
 
 
 
Best Practices and Consulting
 
 
 
Instructor-Led Skytap Product Training