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/ |
| 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
Choosing an enhanced Support tier
To choose an enhanced Support tier
- Click
(My account) in the top toolbar of any page to open your account page. -
In the Support tier section, choose a Current support level.
Notes
- For detailed descriptions, see Support Offerings (PDF).
- 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/.