Skylight Technical Support
- 20 Apr 2023
- 2 Minutes to read
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Skylight Technical Support
- Updated on 20 Apr 2023
- 2 Minutes to read
- Contributors
- Print
- DarkLight
- PDF
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Need technical support? We are always here to help!
This article will also give you numbers you can call and provide links you can use to open a case or access the customer support portal.
Support via Online Chat
Support for Skylight Analytics, Skylight Interceptor, Sensor: agents, and Sensor: capture is delivered primarily through our in-app chat service.
From this Accedian Skylight Documentation site or the web application itself, you can contact support by clicking the Intercom icon (shown above) located in the bottom left corner of the screen. This allows you to send a message and chat with our global Customer Success Team.
If you are having issues accessing your service, either reach out through the chat on this documentation site (docs.accedian.io) or use one of the following methods.
Support via Help Tickets, Phone Line and Email
The following products do not yet offer chat support, and are engaged via submission of tickets in the customer portal, a phone call or email to our support team.
- Skylight performance analytics: SLA (VisionMetrix)
- Skylight orchestrator (Skylight Director)
- Skylight sensor: control (VCX)
- Skylight performance elements (includes Flex 100)
- Skylight sensor: SFP compute or module 1G (Nano/Ant)
- Skylight sensor: module 10G (Ant)
- Skylight module dock
- Skylight SFP
- SevOne
- V-NID (IP-Probe)
- any additional legacy products
Customer Support Portal
New and existing customers gain access to our secure webbased support portal interface. The portal lets customers easily access Accedian’s support team, documentation, RMA processing and case status tracking.
Any firmware or software product update notifications are also accessible in the following portal:
Open a Case Online
To open a case online, please use the following link:
Open a Case Online
To Reach us by Phone
To contact us by phone, consult the following numbers:
Worldwide
+1.514.331.6181
North America
+1.866.685.8181 (North America toll-free)
India
0008000402793 (India toll-free)
To Reach us by Email
support@accedian.com
Skylight Maintenance Program
The Accedian Skylight maintenance and support program covers:
- Minor and major updates to Skylight software
- Identification and resolution of bugs and performance issues when using Skylight
- Access to technical documentation
Please note that Accedian’s Skylight maintenance and support program does not include the analysis or interpretation of metrics generated by the system. These value added services are available from Accedian or its Skylight-certified partners under contract.
Accedian’s Skylight maintenance and support program provides the following benefits:
Reliable, professional support: Accedian certified support engineers possess significant experience with Skylight deployments and solid network expertise
Available: Skylight support engineers are available 24/7, 365 days a year
Personalized support: Skylight support engineers have access to each customer’s complete account and support history, to ensure cases are handled professionally, efficiently, and with the personal care Accedian is recognized for
Multiple languages: technical support services are available in both English, French, Portuguese and Spanish
You can also refer to the following link on our corporate page:
Report issues with this article to:
techpubs@accedian.com
© 2023 Accedian Networks Inc. All rights reserved. Accedian®, Accedian Networks®, the Accedian logo™, Skylight™, Skylight Interceptor™ and per-packet intel™, are trademarks or registered trademarks of Accedian Networks Inc. To view a list of Accedian trademarks visit: http://accedian.com/legal/trademarks/.
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