Skyhigh Security publishes two kinds of material that bear on licence management: a documentation page on support entitlements and the Legal Notices index of contract documents. The contract text itself is outside the reviewed set, so this article records what the public pages show and what remains to be checked in the Order Form.
Contract documents
The Legal Notices page lists the following as separate documents: Terms of Sale, End User License Agreement, Product Entitlement Definitions, Limited Hardware Warranty, Cloud Services Agreement, two Service Level Agreement schedules, a Cloud Service Evaluation Agreement, Technical Support and Maintenance Terms and Conditions, Professional Service Terms and Conditions, a Product End of Life Support Policy, an EU Digital Operational Resilience Act (DORA) document, an Australia Consumer Supplement and an Artificial Intelligence Use Addendum.[2] The privacy group lists a Customer Data Processing Agreement, Data Transfer Addendum, Technical and Organizational Measures and a list of sub-processors.[2] The page footer carries a 2026 copyright notice in the name of Musarubra US LLC, which is the only contracting-entity indication on the page.[2] Catalog proof: Skyhigh publishes its terms as separate legal documents; Skyhigh publishes an Artificial Intelligence Use Addendum; The Skyhigh Security legal page carries a Musarubra US LLC copyright notice.
On the page, the links labelled Cloud Services Agreement and Cloud Service Evaluation Agreement point to the same PDF file, so no separate evaluation PDF is linked.[2]
Where acceptance happens
Two product documents show the moments at which terms are accepted:
- Cloud. After purchase Skyhigh sends a welcome email with an activation link. The user must “Read the Skyhigh Security Cloud Services Agreement” and tick the acceptance checkbox, and the agreement is shown again at sign-in.[4] Catalog proof: First sign-in requires accepting the Cloud Services Agreement.
- Appliance. Secure Web Gateway activation requires the administrator to agree to the End User License Agreement and the Data Usage Statement: “You must agree to the content of the online documents if you want to activate the product.”[5] Catalog proof: Activation requires accepting the EULA and Data Usage Statement.
The consequence for a licence manager is that the operative terms may be click-accepted by whoever activates the account or appliance. Recording who accepted which version is a practical control, and it is an inference from the documentation, not a contractual statement.
Support entitlements
The support page says the Technical Support team is the “point of contact for all post-sales technical issues (24/7/365), based on the entitled Support Program”.[1] Response times and updates “depend on your organization’s Skyhigh Security Care Plan”.[1] Catalog proof: Support is based on the entitled Support Program; Support response targets depend on the Care Plan.
| No Service Level | Foundation | Advanced | Premier | Pinnacle | |
|---|---|---|---|---|---|
| Support hours | 8x5 business hours | 24x7x365 | 24x7x365 | 24x7x365 | 24x7x365 |
| Sev 1 initial response | 2 hours | 2 hours | 2 hours | 1 hour | 1 hour |
| Sev 2 initial response | 4 hours | 4 hours | 4 hours | 2 hours | 2 hours |
| Sev 3 initial response | Next business day | 8 hours | 8 hours | 4 hours | 4 hours |
| Sev 4 initial response | Next business day | Next business day | Next business day | 8 hours | 8 hours |
| Ticket routing | Standard pool | Standard pool | Standard pool | High touch pool | High touch pool |
| Language support | English only | English, German, Korean, Japanese | same | same | same |
| Root cause analysis | Sev 1 on request | Sev 1 | Sev 1 | Sev 1 and select Sev 2, with walkthrough | same |
| Notifications | Status page | Status page | Status page and email | Status page and email | Status page and email |
The table restates the Care Plan table on the support page.[1] Case severity runs from Highest (a critical part of Skyhigh Security is unusable and impacts the business) to Low (tasks such as adding a cloud service provider or log validation).[1] Catalog row: Care Plans (support levels). The page does not say which Care Plan comes with which package, so the entitled plan has to be read from the Order Form.
Grant Numbers
Registration on the Support Portal needs a Grant Number. Grant Numbers go to the account’s Primary and Secondary contacts, to anyone who opened a case in the last nine months, and to the Business Contact in the order details. They can be shared inside the organisation and with resellers who open cases on the customer’s behalf.[1] “One Grant Number may be associated with only one tenant ID.”[1] Support checks “for a valid entitlement for Skyhigh Security products” when a case is logged and ties it to the Grant Number.[1] Catalog proof: A Grant Number maps to one tenant ID. A customer with several tenants therefore holds several Grant Numbers, and that is a place where entitlements can drift apart from the contract.
Subscription visibility
The primary user has a My Subscriptions view that “provides an overview of your account’s license, utilization summary, and order history”. It shows active subscriptions, the total number of purchased licences against usage, an APIs utilization summary for a chosen period, and an order history of products ordered with date, “term as licensed or trial”, active or inactive status and the Order ID.[3] Catalog proof: My Subscriptions shows licences, utilization and order history; Order history records licensed or trial term and status. The page does not describe how trial orders convert or expire. Skyhigh tells customers with licence questions or no known Sales contact to use its Contact Us page.[6]
Metrics
Support has no licence metric of its own in these documents. The Grant Number is an identifier, and the Care Plan is an entitlement attached to the account. For product metrics, see Skyhigh SSE packages, SKUs and CASB licences and Skyhigh Web Gateway appliance licences and browser isolation seats.
Counting / floors
None are published for support. The Technical Support and Maintenance Terms and Conditions and the Product End of Life Support Policy are listed by Skyhigh but were not reviewed.[2] They are the documents to check for support periods, renewal mechanics and appliance lifecycle when planning renewals.
Virtualization & partitioning, Cloud / BYOL
Not addressed in the support and legal index pages. See Skyhigh Security licensing for packaging, virtual appliance entitlement and hybrid deployment.
Programs
The only programme-like constructs on these pages are the Care Plans and the licensed-or-trial order term. Skyhigh’s price books and Service Provider pay-go pricing are covered in the packaging article and sit behind partner logins.
Out of scope
The text of the End User License Agreement, Cloud Services Agreement, Service Level Agreement schedules, Support and Maintenance Terms, Product Entitlement Definitions and the Artificial Intelligence Use Addendum is not analysed here, because those PDFs were not accessible to automated review. A licence manager should obtain the versions referenced by the Order Form and compare them with the descriptions in the overview.