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.
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Support Hours
Sunday 10:00PM PT – Friday 8:00PM PT
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Response Times
< 24 Hours
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System Health Dashboard
Yes
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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
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Pricing
Included
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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
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 |
