Support
Remote support for Microsoft environments with ticket tracking, severity-based triage, and follow-up by the Skyline IS support team.
Business hours
Standard support: Monday–Friday, 09:00–18:00 (Africa/Casablanca). Overlap with US Eastern business hours supports most coordination needs.
After-hours coverage for critical production incidents is available when included in your service agreement.
How severity works
You select business impact and urgency on the form. We calculate priority during triage and may adjust it based on your agreement and what we observe in the environment.
Response targets
Final SLAs are defined in your agreement. Typical business-hour response targets for contracted clients:
- CriticalWithin 1 business hour — production down or active security incident
- HighWithin 4 business hours — major function degraded
- NormalWithin 1 business day — standard issues with workarounds
- LowWithin 2 business days — questions and non-urgent requests
Support vs. project work
Break/fix, access, and agreed operational issues go through support. Upgrades, migrations, new apps, and scoped changes are handled as projects with their own plan and acceptance criteria.
Submit a support request
Provide as much detail as you can. An official ticket number will be issued after your request is received.