SkyVault Support Handbook

Welcome to the SkyVault Support Handbook.

Use the following numbers to contact SkyVault Support.

Americas (North, Central and South America)

Office Location: Atlanta, GA, USA

Toll Free (USA Only) +1 888 408 1687
New York, USA +1 212 738 9069
San Francisco, USA +1 415 449 8710
Vancouver, Canada +1 778 785 4201
EMEA (Europe, Africa and Middle East regions)

Office Location: Maidenhead, UK

Austria (Vienna) +43 720 880700
Belgium (Brussels) +32 804 80 600
Denmark (Copenhagen) +45 89880600
Finland (Helsinki) +358 09 425 99710
France (Paris) +33 1 70 61 27 66
Germany (Munich) +49 89 22061000
Italy (Rome) +39 06 9338 7618
Luxembourg (Luxembourg) +352 2 088 1200
Netherlands (Amsterdam) +31 20 808 0361
Norway (Oslo) +47 21 08 1600
Portugal (Lisbon) +351 308 801 600
Spain (Madrid) +34 91 187 6947
Sweden (Stockholm) +46 8-403 093 00
Switzerland (Zurich) +41 43 5012 900
UK (Maidenhead) +44 1628 876 550
APAC (Asia Pacific Region)

Office Location: Sydney, Australia

Australia (Sydney) +61 2 8014 4635
Japan (Toyko) +81 3 4520 9311
  • SkyVault Support Handbook SkyVault Support is here to help resolve any issue or answer any question you have about SkyVault Software products.
  • Support Packages With multiple levels of support to choose from, SkyVault Support has a package that suits you. Tell us about your project, so we can help you find the perfect match.
  • Support Package Overview The following table provides a high level overview of what is included with each Support Service package.
  • Roles and Responsibilities SkyVault understands that you are the experts in your environment and that when you contact us, you need to be connected to one of our experts. For this reason, every SkyVault Support Engineer and Partner Support Engineer must be certified in SkyVault and our supporting technologies. We will work with you to understand the issue and the impact it is having on your business. Here is a ‘Who's Who’ of the SkyVault Customer Success team.
  • Contacting SkyVault Support There are a number of ways to contact SkyVault support.
  • Support Hours Our support centers are open to support all of our customer's local business hours. The Support Portal is available 24*7 and any telephone calls are routed to the closest open Support Center at the time of the call.
  • Service Level Targets (SLTs) You can view your support cases at any time via the Support Portal. Below are the target response times for a support case based on the customer's subscription type and support case severity level.
  • Severity Definitions Here are the severity definitions that SkyVault Support uses when prioritizing and working on your issue. If you are able to help us by reserving the selection of Severity One(1) for your most critical issues, you can be sure that the SkyVault Support team responds appropriately.
  • Support Holiday Calendar Below is a list of observed holidays for each of the Support Centers. Each region's Support Center assists customers during the customer's local business hours from 8AM-6PM (0800-1800). Each SkyVault Support Center is always open 24*7 for all Severity One – Production Down concerns.
  • Support Policies
  • Resources
  • Feedback and Comments Why not let us know how to help you most effectively? New ideas and suggested improvements are always welcome.
  • Copyright