Skybox Technical Support helps you capitalize on your investment with responsive, highly trained and certified security specialists who have a wealth of industry knowledge and Skybox View expertise.
Choose the Level of Support You Need
Standard Technical Support - Standard Technical Support gives you rapid access to our skilled IT security support staff.
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Support Portal
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Online Case Management
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Phone and E-mail Support - 8x5 Business Hours
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Certified Technical Support Technicians
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Security Newsletter
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Unlimited Product Updates and Upgrades
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Online Tutorials and Installation Guides
Premium Technical Support - Premium Technical Support is for customers who want responsive and personalized technical support 24x7.
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Premium Technical Support offers all the services of the Standard Program plus:
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Assigned Technical Account Manager (TAM)
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Direct phone access to your assigned TAM
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Weekly conference calls with your staff and TAM
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Quarterly on-site evaluation of your installed environment
Your TAM will become familiar with your IT environment, deployment structure, and support history. As a result, your TAM will proactively contact you in order to optimize your product performance and maximize business uptime.
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Technical Support Program at a Glance |
|
Service |
Standard Support |
Premium Support |
| Support Portal |
Yes |
Yes |
| Online Case Management |
Yes |
Yes |
| 24x7 Phone Support |
No |
Yes |
| Remote Support |
Yes |
Yes |
| Support from Certified Technician |
Yes |
Yes |
| Security Newsletter |
Yes |
Yes |
| Assigned TAM with Direct Phone Access |
No |
Yes |
| Weekly Conference Calls |
No |
Yes |
| Quarterly on-site TAM Evaluations |
No |
Yes |
| Response Charter |
8x5 business hours |
24x7 |
Service Level Response Time
Skybox's policy is to respond to all Skybox View customer cases within 48 hours. For Premium Technical Support customers, if an emergency strikes, our service level policies provide you complete peace-of-mind - with assistance available around the clock, 24x7. An incident ticket is assigned a priority number based on the nature of the issue.
P1 - Critical
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Problem rendering the system unusable
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Initial Contact: within 8 business hours
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Status Update: 1 business day
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Management Escalation: 1 business day
P2 - High
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Problem with a major feature or process
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Initial Contact: within 24 business hours
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Status Update: 2 business days
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Management Escalation: 2 business days
P3 - Regular
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Problem that does not impact major functionality
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Initial Contact: within 24 business hours
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Status Update: 4 business days
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Management Escalation: 5 business days
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Telephone Support Features |
| Availability - Skybox delivers technical support around the globe and around the clock every day of the year. Our Support Centers are conveniently located to support our customers worldwide. |
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Function
- Account management
- Technical assistance
- Feature requests and enhancements
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Access - Skybox technical support service is available to all Skybox customers via phone at the following numbers
- US & Canada: 1 866 6 SKYBOX (1 866 675 9269) or +1 408 441 8060. Choose Option 3 for Technical Support
- Europe/International: +972 9 9545922
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For more information email support@skyboxsecurity.com | 
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