Skylight Technical Support

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:

Customer Support 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

skylight_tac@cisco.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:

Customer Support

Report issues with this article to:
techpubs_skylight@cisco.com