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 https://support.skytap.com/
Email support@skytap.com
Phone (866) 649-7889 (US Toll Free)
(206) 658-2468 (US Local)
+44 20 7082 6565 (UK)

Support tiers

IBM Cloud for Skytap Solutions and Skytap on Azure customers can now add enhanced Support tiers to their accounts.

  • Platinum
  • Enterprise
  • Developer
  • Standard

For detailed descriptions, see Support Offerings (PDF).

Notes

  • By default, self-service IBM Cloud for Skytap Solutions and Skytap on Azure accounts are provisioned with Standard support.
  • If you need to change from an enhanced support tier to a different support tier, contact your account representative or Skytap Support.

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 High by default.

Urgent

Tier Support Hours Response time
Platinum 24×7×365 < 30 minutes
Enterprise 24×7×365 < 30 minutes
Developer 24×7×365 < 30 minutes
Standard Sunday 16:00 PT – Friday 18:00 PT < 24 hours *

Example issues

  • A virtual machine or environment won’t change power state or is “frozen.”
  • The Skytap site (https://cloud.skytap.com) is inaccessible.

High

Tier Support Hours Response time
Platinum 24×7×365 < 1 hour
Enterprise 24×7×365 < 2 hours
Developer 24×7×365 < 4 hours *
Standard Sunday 16:00 PT – Friday 18:00 PT < 24 hours *

Example issues

  • Connectivity or performance problems
  • Sharing portal or published service VM access problems
  • Self-Service VM import and export problems
  • Work-impeding Usability problems with the Skytap portal

Normal

Tier Support Hours Response time
Platinum 24×7×365 < 4 hours
Enterprise Sunday 16:00 PT – Friday 18:00 PT < 24 hours *
Developer Sunday 16:00 PT – Friday 18:00 PT < 24 hours *
Standard Sunday 16:00 PT – Friday 18:00 PT < 24 hours *

Example issues

  • Operating System usability or other Operating System questions.
  • General Skytap usability questions.

Low

Tier Support Hours Response time
Platinum 24×7×365 < 24 hours
Enterprise Sunday 16:00 PT – Friday 18:00 PT < 24 hours *
Developer Sunday 16:00 PT – Friday 18:00 PT < 24 hours *
Standard Sunday 16:00 PT – Friday 18:00 PT < 24 hours *

Example issues

  • Feature requests.
  • General Skytap account questions.

* for tickets opened during Support hours.

Service commitment SLAs

To view our service commitment SLAs, see https://www.skytap.com/legal/service-level-agreement/.