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