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
Phone
(866) 649-7889 (US Toll Free)
(206) 658-2468 (US Local)
+44 20 7082 6565 (UK)
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.
Urgent
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 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Enterprise 24×7×365 |
< 30 minutes. |
| Platinum 24×7×365 |
< 30 minutes. |
High
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 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Enterprise Sunday 4:00 PM PT – Friday 6:00 PM PT |
< 4 hours for tickets opened during support hours. |
| Platinum 24×7×365 |
< 1 hour. |
Normal
Example issues:
- Operating System usability or other Operating System questions.
- General Skytap usability questions.
| Availability | Target response time |
|---|---|
| Standard Sunday 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Enterprise Sunday 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Platinum 24×7×365 |
< 4 hours for tickets opened during support hours. |
Low
Example issues:
- Feature requests.
- General Skytap account questions.
| Availability | Target response time |
|---|---|
| Standard Sunday 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Enterprise Sunday 4:00 PM PT – Friday 6:00 PM PT |
< 24 hours for tickets opened during support hours. |
| Platinum 24×7×365 |
< 24 hours for tickets opened during support hours. |
Service commitment SLAs
To view our service commitment SLAs, see https://www.skytap.com/legal/service-level-agreement/.