Radically Transforming Customer Support

 

At a Glance

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

 

VMware Skyline Collector

Automatically and securely collect product usage data with VMware Skyline Collector. Environment-specific analytics based on configuration, feature, and performance data are executed against this 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.

 

VMware Skyline Advisor

Access Skyline proactive findings and recommendations and view trends with this browser-based, self-service portal. Premier Services customers have additional functionality available to them within Advisor, including the ability to access and download Operational Summary Reports and access to more powerful findings and recommendations.

 

VMware Skyline Log Assist

Eliminate the time-consuming process of manually uploading log files that VMware technical support engineers (TSEs) need to help solve customers’ technical issues. Skyline Log Assist automates this process, which can take several hours or even days to complete manually. VMware TSEs will request the logs needed to assist with troubleshooting. The customer approves the request and the requested logs are automatically uploaded to VMware.

 

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 on best practices.
  • Reduced time-to-resolution for service requests
  • Automated upload of log files, enabling time savings and faster case resolution
  • Identification of potential product bugs and guided resolution before problems occur.
  • Overall improved stability of environment.
  • Self-service, any-time access to proactive findings and recommendations.

 

How It Works

Customers with an active support subscription install the VMware Skyline Collector, a standalone appliance that automatically and securely collects product usage data, including configuration, feature, and performance data. The Collector then listens for changes, events and patterns, and Skyline analyzes the information using a robust rules engine. Customers access Advisor to review proactive findings and recommendations. Premier Services customers receive guidance and review proactive recommendations on a regular cadence with their designated support team members to improve their environment’s reliability and stability.

 

And you can rest assured knowing that we take privacy and security seriously; VMware Skyline is committed to a strong privacy program. Product usage data is transferred to VMware over an encrypted channel and stored in a secure, U.S.-based VMware repository, operated by VMware.

 

You can review our privacy policy here.

 

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, 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.

 

VMware Skyline is currently available in English to Premier Services customers and Production Support customers globally.

 

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

 

To start receiving proactive support with VMware Skyline, download and install the Skyline Collector.

 

You can find additional details about proactive support with VMware Skyline in the Skyline Community here.