Handling support requests

As part of the Skyscrapers customer base, we have a knowledgeable team to handle all of your support requests. In order to ensure that we can provide you with the best possible service, we have a few guidelines that we would like to inform you about. Keeping these in mind, will make sure that we are fully aligned and informed when collaborating.

Communication channels

We maintain multiple channels to interact with us. Each has its strengths, depending on the type of request and priority.

Channels
GitHub Issues	For planning and pushing work to us. Need further follow-up. For all requests with a “Urgent” or “Normal” priority
Slack	Short line (day-to-day) of communication to Skyscrapers. Use the Slack Workflow `/Skyscrapers Help` or Workflow button in your Slack channel if you are part of the external Slack Org (legacy:`@help`) to reach us as start of the support process for all Urgent requests and questions about the cooperation and processes (like requests needing special attention). General communication with the lead and other colleagues about Non-Urgent requests.
Dedicated 24/7 phone number	For very urgent requests related to major production events requiring immediate attention, regardless of the time of day.
Remote status meetings	Determine the status of the project and to see in which way we can help you achieve your goals.

Last updated on December 4, 2025

Support & change request types