Skytap Support

Contents

Contact information

The FAQs and Troubleshooting sections contain answers to common questions and tutorials for common scenarios that may help you resolve your problem.

If you need more help, Skytap Support is ready to assist you. Contact support using one of the following methods:

Method

Contact information

Support ticket
(logged in Skytap users)

Support ticket
(all users)

Phone

(866) 649-7889 (US Toll Free)

(206) 658-2468 (US Local)

+44 207 078 4380 (UK Local)

The UK local phone number changed on April 2, 2017.

Support SLAs

The response time for support cases depends on your support plan, the severity level of the case, and support availability.

When you contact support via support ticket or phone, you can suggest the severity level of the issue based on the examples below. When you contact support via email, your case is labeled Severity 2.

Severity 1

Example issues:

  • A virtual machine or environment won’t change power state or is “frozen.”
  • The Skytap site (https://cloud.skytap.com) is inaccessible.
Availability Target response time
Standard
Sunday 10:00PM PT – Friday 8:00PM PT
< 24 hours for tickets opened during support hours.
Enterprise
24 x 7 x 365
< 30 minutes.
Platinum
24 x 7 x 365
< 30 minutes.

Severity 2

Example issues:

  • A VM is inaccessible via a sharing portal or published service.
  • Skytap access network performance problems.
  • The environment is having network connectivity problems.
  • IPsec VPN connectivity or performance problems.
  • Skytap connectivity problems when using a private connection.
  • Usability questions about the Skytap portal that impede your work.
  • Self-Service VM import and export problems.
  • Exported VMs on local (on-premises) infrastructure won’t run correctly.
Availability Target response time
Standard
Sunday 10:00PM PT – Friday 8:00PM PT
< 24 hours for tickets opened during support hours
Enterprise
Sunday 10:00PM PT – Friday 8:00PM PT
< 4 hours for tickets opened during support hours.
Platinum
24 x 7 x 365
< 1 hour.

Severity 3

Example issues:

  • Feature requests.
  • Operating System usability or other Operating System questions.
  • General Skytap usability questions.
Availability Target response time
Standard
Sunday 10:00PM PT – Friday 8:00PM PT
< 24 hours for tickets opened during support hours
Enterprise
Sunday 10:00PM PT – Friday 8:00PM PT
< 24 hours for tickets opened during support hours.
Platinum
24 x 7 x 365
< 4 hours.

Service commitment SLAs

To view our service commitment SLAs, see https://www.skytap.com/support/sla/.