While you do not need to be a logged in user to submit a ticket, we highly encourage you to create a new account before you proceed with submitting a new ticket. By having an account, it provides the following benefits:
- Access to your previous ticket history
- Ability to track, close, and update open tickets
- Follow important Skytap articles that are relevant to your needs, getting email alerts as the article is updated with new content and information
- Ensures proper account mapping, allowing for alignment with Support SLAs and response times (see below for important information about email address)
If you have an account, or wish to create a new account, simply click on the Sign in link in the top right corner of the page. From there you can login with the email address used when you signed up, or if you are new to Skytap's Support Portal, click on the Sign up link and proceed through the steps to create a new account. You will be asked to verify your email address before you can successfully login.
It is very important that you use the same email address in the Support Portal as used with your cloud.skytap.com user account, otherwise we cannot guarantee proper account linking. This can result in SLA misses or unnecessary questions with regards to which account you are contacting us from if not aligned correctly.
Whether logged in or not, you can submit a new ticket by clicking on the Submit a request link in the top right corner of the page and then proceed with filling out the required information - including subject, description, severity, and issue category. (Note: you will be required to enter a valid email address if not logged in. Please verify the email address before hitting submit, otherwise you may not hear back from us in case of a typo).
You can verify your ticket was received successfully by confirming you receive an acknowledgement response to the provided email address. If nothing is received within a few minutes, please confirm spam filters allow you to receive emails from firstname.lastname@example.org, otherwise please submit a new ticket.
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