Radically Transforming Customer Support

 

At a Glance

 

VMware Skyline is an innovative proactive support technology that brings high-performing technology and tools to the workbench to radically transform customer support.

 

The VMware Skyline Collector uses automation to securely collect data and perform environment-specific analytics on configuration, feature, and performance data. The resulting information may radically improve visibility into a customer’s environment, enabling richer, more informed interactions between customers and VMware without extensive time and investment by support administrators.

 

For customers, this means that proactive, predictive, and prescriptive recommendations may improve overall stability and reliability and reactive support issues can be resolved more quickly.

 

Key Benefits      

  • Prescriptive and predictive guidance based upon best practices
  • Reduced time-to-resolution for service requests
  • Identification of potential product bugs and guided resolution before problems occur
  • Overall improved stability of environment

 

How It Works

Customers with active support subscriptions install the VMware Skyline Collector, a standalone appliance that automatically and securely collects product usage data such as configuration, feature, and performance data. It then listens for changes, events and patterns and analyzes the information using a robust rules and machine learning engine. Then the VMware Technical Support Engineer takes the analyzed, environment-specific data to provide prescriptive recommendations back to you to improve your environment’s reliability and stability.

 

And you can rest assured knowing that we take privacy and security seriously – VMware Skyline has a robust privacy program. Customer data is transferred to VMware over an encrypted channel and is stored in a secure VMware repository in the US, operated by VMware.

 

Additional Information

Proactive Support with VMware Skyline is aligned with Global Services offerings and is available at no additional cost to customers who have an active Production Support or Premier Services contract. Premier Services customers will receive all the features and benefits available within VMware Skyline. This is in addition to the features and benefits Premier Services customer receive today, including direct access to senior-level engineers and a designated support team. Production Support customers will receive a subset of the features and benefits available within VMware Skyline. Additional details regarding the proactive support features and benefits available within each Global Services offering can be found within the Skyline Community here.

 

At this time, VMware Skyline is available to Premier Services customers in the following locations: North America, Australia, India, New Zealand and Singapore and Production Support customers in North America only. We will be expanding availability to other geographies over the next several months.

 

Today, VMware Skyline provides increased visibility for VMware vSphere and VMware NSX environments. Additional products will be added in the future.

 

If you're interested in receiving proactive support with VMware Skyline, please sign up for the Managed Access Program here.