If you haven't signed up for it, considering getting the top tier of their support, including a TAM.
SWG is intrinsic to your business, and you do not want to be an general support pool when things go haywire.
Remember their support model for speed of solution is if the problem is universal to them, not just something solely affecting you. (ie, if you have something major not working, while you consider it imperative (and could escalate) their SLA is dependent upon the impact to ALL customers.
I just wanted to say hi and welcome you to the Netskope Community—I'm Julie and it's a joy to have you here. This is a great question to ask the Community!
To help you on your journey, I have a tip for you on using the Community... make sure to subscribe to the forums that are important to you! 🌟