It would appear there is a critical problem at present with SkyVia Replication affecting multiple organizations.
There are replication packages running that are not progressing. They seem 'frozen' or 'stuck'. There are also many packages that are queued seeming to be waiting on the completion of the packages that are running.
The source in each of these packages is Salesforce. The target is SQL Server.
This is why I believe you must offer realtime support channels including chat, email and telephone as a pre-requisite to being an enterprise-class solution.