Skip to main contentHelp + Support
Overview
The Help + Support module provides a centralized support experience across all Skypoint products. Whether you’re working in skyStudio, skyCopilot, skyReputation, or any other Skypoint application, you can easily access technical assistance, submit support requests, and track the resolution of your issues.
Key Capabilities
Support Request Management
Create, submit, and manage support tickets directly within any Skypoint product. The unified support system ensures your requests are routed to the appropriate technical experts for timely resolution.
Request Categories
Submit support requests across four categories to help our team understand and prioritize your needs:
- Enhancement - Request new functionality or upgrades to existing capabilities
- Issues - Report bugs, deviations in functionality, or service-related problems
- Questions - Seek information about products, services, or platform features
- Requests - Ask for documentation, guidance, or specific information about the platform
Priority-Based Support
Assign priority levels to your requests based on business impact, ensuring critical issues receive immediate attention:
| Priority | Level | First Response | Target Resolution |
|---|
| Business-Critical | P1 | 4 Business Hours | 1 Business Day |
| Production Impact | P2 | Next Business Day | 2 Business Days |
| System Impaired | P3 | Next Business Day | 5 Business Days |
| General Guidance | P4 | 3 Business Days | 5 Business Days |
Ticket Tracking
Monitor the status and progress of all your support requests from a single view. Track ticket status (Active, Resolved, Canceled), view submission details, and access resolution timelines.
Direct Communication
Engage directly with the Skypoint support team through the ticket discussion feature. Add comments, provide additional context, and attach supporting documents to expedite resolution.
Attachment Support
Upload reference documents, screenshots, or log files to help the support team quickly identify and resolve issues.
Accessing Help + Support
Help + Support is available across all Skypoint products through:
- The Need Help? button available throughout the platform
- The dedicated Help + Support section in navigation menus
- Settings pages within individual applications
Business Benefits
- Unified Experience - Single support system across all Skypoint products
- Faster Resolution - Priority-based routing ensures critical issues get immediate attention
- Full Visibility - Track all support requests and their status in one place
- Direct Access - Communicate directly with technical experts handling your case
Who Benefits
- All Users - Access help and support from any Skypoint product
- Administrators - Oversee support requests across teams and instances
- Operations Teams - Report and track operational issues
- Business Users - Get answers to product questions and feature requests
