Provider Connectivity Assurance Technical Support

Support via Online Chat

Support for Cisco Provider Connectivity Assurance (formerly Skylight performance analytics), Skylight Interceptor, Cisco Provider Connectivity Assurance Sensor Agents (formerly Skylight sensor: agents), and Cisco Provider Connectivity Assurance Sensor Capture (formerly Skylight sensor: capture) is delivered primarily through our in-app chat service.

From this Cisco Provider Connectivity Assurance 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.

• Cisco Provider Connectivity Assurance Sensor Control (formerly Skylight sensor: control)
• Cisco Provider Connectivity Assurance Sensors (formerly Skylight performance elements, Skylight Flex 100 and Skylight Flex 25)
• Cisco Provider Connectivity Assurance Sensor SFP (formerly Skylight sensor: SFP compute or module 1G, Nano/Ant)
• Cisco Provider Connectivity Assurance Sensor Modules (formerly Skylight sensor: module 10G Ant)
• Cisco Provider Connectivity Assurance Module Dock (formerly Skylight module dock)
• Any additional legacy products, including Legacy orchestrator (Skylight orchestrator)

Customer Support Portal

New and existing customers gain access to our secure web based support portal interface. The portal lets customers easily access our support team, documentation, RMA processing and case status tracking.

Firmware and 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

By Phone

To reach 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)

By Email

To reach us by email, consult the following address:

skylight_tac@cisco.com

Maintenance Program

Our maintenance and support program covers:

• Minor and major updates to software
• Identification and resolution of bugs and performance issues when using Cisco Provider Connectivity Assurance
• Access to technical documentation

Please note that our maintenance and support program does not include the analysis or interpretation of metrics generated by the system. These value added services are available under contract.

The Cisco Provider Connectivity Assurance maintenance and support program provides the following benefits:

• Reliable, professional support: certified support engineers have solid network expertise and significant experience with our various deployments

• Available: support engineers are available 24/7, 365 days a year

• Personalized support: 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 for which we are recognized

• Multiple languages: technical support services are available in English, French, Portuguese, and Spanish

You can also refer to the following link for more help:

Acquisitions and Support

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