Getting Support

Our Mission

The SkySwitch Control Tower provides support for all SkySwitch services. Our mission is to reinforce your success with timely and professional technical support.

Support Availability

SkySwitch Control Tower Support is available 24 x 7 x 365. 

Standard Control Tower support is available from 8 am to 8 pm Eastern Time, Monday through Friday (holidays excluded) for all issues. 

After-hours and emergency support are available by calling 1-747-777-8102 and pressing '9' to leave a detailed message.  The message will be sent to on-call support staff via an internal notification system. Please open a ticket with details, screenshots, and call traces immediately thereafter to assist our engineers in troubleshooting the problem. Emergency support fees may apply depending on the nature of the problem.

Please refer to our Support Policy and your Master Service Agreement for further details about support hours, SLA, and after-hours support fees.

Support Ticket Details - What we need to know to help you

Explain your request clearly or in enough detail so we may reproduce the problem. If the issue is call-related, please attach a call trace.

1) Event Date & Time:

2) Account Identifier(s):  {TN’s, Domains, URL’s, Username, etc.}

3) Equipment/System Identifier(s):  {Make, Model, Firmware, Portals, etc.}

4) Problem Description:  {Clear and concise problem description}

5) Expected/Desired Result:

Please see our Accessing & Navigating the Partner Ticketing Portal article for more Best Practices and other helpful information related to the Ticketing Portal.

Support Accessibility

You can open a ticket with SkySwitch in one of four ways:

1. As a Dashmanager User click on the Tickets button under the Support dropdown menu. The Dashmanager User must have access rights to 'Trouble Tickets'. All tickets opened through the Dashboard will be created within the Support queue. If the tickets option is not present or is greyed out please contact your Admin for help.
   
2. Send an email directly to either: 
   1. Support@skyswitch.com for Support.
   2. Ports@skyswitch.com for LNP.
   3. Billsupport@skyswitch.com for Billing Support. 
   4. Upon receipt, a ticket within the respective queue will be created, and you should receive an automated reply message.
3. Call us at 747-777-8102. The SkySwitch Control Tower is available by telephone Monday through Friday from 8 AM to 8 PM Eastern Time. If there are no available technicians or if you are calling after support hours, please leave a message. We will handle voicemails in the order they were received. We will also open a ticket using the voicemail so your request can be tracked. 
4. You can also reach the SkySwitch Control Tower by support chat from within the Dashmanager. Support chat is only available to resellers who have completed their onboarding training. Support technicians are available by Support Chat Monday through Friday from 8:00 am to 8:00 pm Eastern Time.

Our ticketing system only allows file uploads up to 10Mb.
If you need to upload a file that is larger than 10Mb, you can navigate to https://skyswitch.digitalpigeon.com and upload your file there. Our Support Team will be notified of the upload as soon as it is completed. Please be sure to specify the related ticket number in the comments.

FAQ

If requested by a partner, can SkySwitch Support contact my end user? Or can I conference an end-user with SkySwitch Support?

No, by policy we will not communicate with end-users. Our business model is built around our partner's training, owning, and handling of their own customer communication including direct support. 

How do I escalate Support Issues?

Please see the Support Policy for details on escalation.

How do I escalate Porting Department issues?

Prior to escalating your issue, please open a ticket with our Porting Team or send an email to ports@skyswitch.com for any port related issues, purchases, and CNAM/DL requests. For 10DLC and TF Verification, please email csp@skyswitch.com. You can also call 747-777-8102 option 7.

LNP (Local Number Porting) - for concerns and inquiries related to porting numbers to SkySwitch
NMP (Number Management and Provisioning) - for concerns and inquiries related to porting out and purchasing new numbers
CSP (Campaign Service Provider) - for 10DLC and TF Verification concerns

Note: Please allow an appropriate amount of time for LNP Team to respond prior to escalating your request to the next level.

LNP support is available from 9:00 AM to 5:00 PM Eastern Time, Monday through Friday for all issues.

How is weekend Support handled?

Please see the Support Policy for details on emergency support and escalation.