Skyhigh Support Portal FAQ

FAQ: 

What is the Skyhigh Support Portal? Skyhigh Support Portal is your go-to platform for interacting with our technical support team. It allows you to submit and track any support cases you may have with Skyhigh Security. 

How is Severity defined? 

Critical - Severity 1 Error:

A “Severity 1 Error” will mean that the Cloud Services is non-operational, and no Users can access the system, or the functionality is significantly decreased, or back-up or other security of data can no longer be performed. The defect affects mission-critical systems or information in the production environment. This may include any defect related to You or personal safety, system availability, overall data integrity or ability to serve You.

“Severity 1 Error” events will require immediate resolution. We must start the correction of “Severity 1 Errors no later than thirty (30) minutes following notification from You. We will work to correct Severity 1 Errors on a 24x7 until resolution or circumvention. Our Support personnel as well as Your personnel may be required to sustain a twenty-four (24) hour per day effort to determine the root cause of the problem or until circumvention or resolution is provided. We will provide regular updates informing You of the progress to remedy the reported problem. For Severity 1 Errors only, telephone support is available to report irregularities twenty-four (24) hours per day seven (7) days per week.

High - Severity 2 Error:

A “Severity 2 Error” will mean that the Cloud Services is operational with functional limitations or restrictions but there is minimal business impact. The error has a large impact on the functionality of the application but does not require immediate release into the production environment.

We must start the correction of “Severity 2 Error” no later than one (1) hour following notification by You. We will work to correct Severity 2 Errors during normal business hours and will provide regular updates informing You of the progress to remedy the reported problem.

Medium - Severity 3 Error:

A “Severity 3 Error” will mean these Cloud Service is operational with functional limitations or restrictions that are not critical to the overall system operation. The error has a moderate impact on the functionality of the application. However, the Service remains usable by all groups.

We will work to correct Severity 3 Errors during normal business hours. We will use reasonable efforts to correct such errors within thirty (30) business days.

Low - Severity 4 Error:

A “Severity 4 Error” will mean the Cloud Service is operational with problems or errors, which have little impact on system operations. Severity 4 Errors will include documentation errors. The error has a minor impact on the functionality of the application.

“Severity 4 Error” events are normally corrected in the next maintenance release of the Cloud Service

How is Severity determined? 

Every Service Request will need a Severity Level to ensure the impact and the urgency of the request matches the situation at hand. Severity is determined by the customer upon creation of the service ticket in the support portal. The severity should align with the organizational impact and impact to business operations. The severity of a service request should be raised or lowered when the effect and impact no longer match the answers to the three initial questions albeit in most circumstances, the severity of the ticket will remain constant throughout the lifecycle. A reassessment of the issue type, effect on the organization and impact to the business should be performed and the customer is always be the decision-maker to change the severity level of the ticket - either upgrade or downgrade of the ticket. Skyhigh Security support cannot change the severity of the ticket without authorization. These engagements can occur at anytime during the life of a service request. 

Why is Skyhigh transitioning to a new portal? Skyhigh is dedicated to enhancing your customer experience. This new portal offers a modern and straightforward support experience. 

How do I log into the new Skyhigh Support Portal? Starting on February 5th, customers will begin to receive an email from Skyhigh Security (and Trellix) with a custom link to activate your account. Skyhigh Security will be sending activation emails out to customers in three batches, some customers will receive this link on Feb 6th and some on the Feb 7.  After activating your account on the new platform, you can continue to use the Support Portal by visiting skyhighsecurity.com/support and clicking the Support Portal link. 

When do I start to use the new portal? As soon as you have activated your account using the link sent by Skyhigh Security, you can start to use the new portal. All new service requests must be submitted through the new portal. 

In order to facilitate a seamless transition for our customers, we will have a transition period to ensure a smooth changeover: 

• Existing Service Request: If you have an existing open service request you will continue to use our existing Support Portal until February 9, 2024. After this time, any existing requests will be closed and moved over to the new portal.

• For customers that do not have an activation link for any reason by Feb 8, new service requests can be opened in the legacy system. These customers should simultaneously call Skyhigh Customer Support to get an activation link.

Will my existing login and password work for the new portal? You need to create and activate your new account before you can use the new platform. Look for an email starting on February 5th if you have an existing account with us. 

What if I do not receive an email on February 5th? If you have an existing open service request with Skyhigh Security you can continue to use the log in information for our legacy Support Portal for any new support requests until Feb 8. If you did not receive an activation link email by Feb 8, please call Skyhigh customer support or open a ticket in the legacy service portal to have your activation link sent to you. Be sure to check your spam folder for an email from no_reply@trellix.com before contacting the customer support team.

What happens if I have an existing support case open? You will continue to have access to any existing open service requests in the current support portal until Feb 9th. 

I am the portal admin and have activated my account but my colleagues have not received their activation email. Can I help them with the setup? Yes, the link here provides steps on how to add or invite new portal users to your account.

What is the Trellix Thrive Portal? Skyhigh Security and Trellix operate legally as one corporate entity. The support portal is based on ‘Thrive’ a shared platform with Trellix. 

What if I’m both a Trellix and Skyhigh Customer? You will have one login and password for the Skyhigh Support Portal and Trellix Thrive. Starting February 5th you can access the Skyhigh portal via the link on our website.

What if I don’t have an existing Skyhigh Support portal account? Please call Skyhigh customer support to have your account created and activation link sent to you. 

If I have additional questions, where do I go? Reach out to our Skyhigh Customer Service team for assistance on any issues related to the login/activation links or passwords.