Getting Support from Skyware is simple. Skyware offers several types of support. If you have questions regarding Skyware that cannot be answered by reviewing our on-line Help section, or with guidance from our extensive tutorial module and video selection, feel free to contact us directly.
If you need immediate assistance, please contact us here at Skyware Systems at any time. Email us at Support@SkywareSystems.com with any questions, or call us at 877-759-9329 (SKY-WEB9) to receive real-time live technical service and operational support whenever the need arises.
Our regular support hours are 7:00 a.m. until 10:00 p.m. Eastern time Monday through Friday, and 8.00 a.m. until 8.00 p.m. Saturday and Sunday. There is no charge for support calls during these hours. Skyware technicians and help desk support personnel ARE available to you 24 hours a day, 7 days a week, 365 days a year, with after-hours support available from 10:00 p.m. to 7:00 a.m. Eastern time (for all Skyware customers who are current with their support fees). After-hours support is intended for critical emergency support situations (when you can't wait for the normal business hours). It is NOT intended for procedural questions. Skyware will now charge for NON-EMERGENCY support calls during the hours between 10:00 p.m. and 7:00 a.m. Eastern time at the standard rate of $150.00 per incident. EMERGENCY support calls will continue to be part of the service and not subject to a charge.
After-hours support calls WILL REQUIRE A PIN, to enable access to our support personnel. This pin will be generated for you by using our Get Support page. Each after-hours call will require a NEW pin. Pin numbers are 6 digits long, and once generated will be active for 30 minutes only. If you wait more than 30 minutes you will need to generate a NEW pin to connect to Skyware personnel. To generate your unique after-hours pin, you will need to enter the Get Support page AND enter a search term in the search field, then click the orange button "Search Support First". This will both generate a search in our Help files for the relevant search terms, AND THE PIN NUMBER you will need if your resulting search did not adequately answer your needs. You will then be required to enter this pin when calling Skyware.
The Get Support page is easily reached using the icon in the Action bar, appearing every where within Skyware that the Action bar appears.
Note: The Get Support page is available at ALL times; however a pin will only be generated after-hours. At any other time, after generating the search a message stating that the pin is not required during normal business hours will appear, and our support personnel will be available simply by calling 877-759-9329 (SKY-WEB9).
To open and use the Get Support screen:
Click on the "Support" icon situated near the top of the screen, at the right hand end of the Action Bar.
This will open the Get Support screen.
The screen opens with a disclaimer; outlining the generation and use of after-hours pins. Please read the disclaimer before use as it contains important information regarding the use of the pin number.
To generate a pin, you will FIRST need to search our Help system. Enter a search term or phrase into the field then click the orange button "Search Support First".
This will both generate a search in our Help files for the relevant search terms, AND THE PIN NUMBER you will need if your resulting search did not adequately answer your needs, OR, if the search has been performed during normal operating hours, a disclaimer telling you that the pin number is not required for contacting Skyware.
Click on the generated search link to open and read the relevant Help topic within the display field. This does not navigate you away from the Get Support screen, meaning the generated pin will continue to be displayed below the search field.
If your resulting search did not adequately answer your needs, you will need the generated pin number when you call the Skyware support line at 877-759-9329 (SKY-WEB9). Upon calling, you will need to listen to our after-hours recorded message, where you will be prompted to press 1 and enter the unique pin before being connected to our support personnel.
Note: Pin numbers are 6 digits long, and once generated will be active for 30 minutes ONLY. If you wait more than 30 minutes after generating a pin to use it to call Skyware support, it will no longer be active and you will need to generate a NEW pin to connect to Skyware personnel.
Date Updated August 18, 2022