Skyhigh Security Support Portal FAQ

Skyhigh is dedicated to enhancing our customer experience. This new portal provides a modern foundation that will enable Skyhigh Security to provide enhanced customer experience and better access to information for all our customers. 

Key highlights of the new portal: 

• Option to raise Product Ideas directly with Skyhigh Product Management.
• Enhanced workflows and simplification
• Critical or Major Incident Response process integrations
• Self Service for case escalation towards Support Management

Many more enhancements are on our list to continue our Journey to improve our customer experience.

Starting March 3rd, 2026, we ask customers to begin using the new portal via Skyhigh Support main page https://www.skyhighsecurity.com/support.html - current link to Thrive Portal will be replaced. On this date, the Skyhigh products will no longer be available in the Thrive Portal.

Please bookmark this resource for quick access.

Active user logins have been migrated. On our new portal, you can use your known user ID/mail ID from the previously used in the Thrive portal. 

The initial login page will give you 3 options, after you enter your mail ID

1. Directly to log in with your password 
2. Reset password
3. Create a new password

Select the 3rd option to create a new password on your first attempt to log in on our portal.

Once done, you will receive an email from <jira@skyhigh-security.atlassian.net> with the Subject “Reset your password”.  

Note: Please make sure to check the SPAM folder and allow the mail ID / domain within your environment in case our email is blocked.

Any updates or change notifications on Service Requests will be received from skyhigh_support@skyhighsecurity.com

Active User Login IDs have been migrated - but a new password needs to be set during first access/login on the new portal.

Create your login first by registering your mail ID on our portal, submit your mail ID, and set a password. Once this is done, you will have access to create a request to the Skyhigh Support project, submit the required details like your full name, phone, Grant ID, Company, etc - Skyhigh Support will review this request and map the login to the proper company account to grant access to raise Support tickets under your company. 

You will continue to have access to the Thrive support portal to view historical data, but we encourage our customers to start working on Skyhigh Security Product cases in the new portal on March 3rd, 2026.

Skyhigh Security Products will be removed from product selection on Thrive at that time!

Skyhigh Security Support will continue its work on the new system. Where a new case will be created with same subject/description but a new case ID in the format of our portal. We are not moving all attachments and activities. Support Agents will copy any required data or info needed to continue on migrated case.

Skyhigh Security Support and our customers will remain access to Trellix Thrive portal for historical lookups of closed SRs when required.

Customers who have Trellix Product issues and questions will continue to log cases within the Thrive portal - https://thrive.trellix.com/

Although Skyhigh Security and Trellix have a shared history, Skyhigh Security and Trellix are two separate companies. Our support workflows are customized to our particular business practices and SLAs. 

For Skyhigh Security product issues, customers must raise a case in Skyhigh’s Jira Service Desk portal.
For Trellix product issues, customers must raise a case in Trellix Thrive portal.

Please call Skyhigh Security Support to have your account created or reach out via dutymanager@skyhighsecurity.com.

Product and License Downloads remain unchanged.
On-Premise SWG Software, Client Downloads, License files, and more will continue to be available on https://contentsecurity.skyhigh.cloud/
CASB downloads will continue to be available on https://success.skyhighsecurity.com/Software_Downloads_and_Support_Plan/Download_Software
Components administered/deployed with Trellix ePO will continue to be available at https://www.trellix.com/downloads/my-products/

Customer-uploaded data is stored across a global network. The following regions are utilized for file storage:

• Australia: Australia (Sydney) region
• Canada: Canada (Central) region
• EU: Europe (Frankfurt) and Europe (Dublin) regions
• Germany: Europe (Frankfurt) region
• India: Asia Pacific (Mumbai) region
• Japan: Asia Pacific (Tokyo) region
• Singapore: Asia Pacific (Singapore) region
• South Korea: Asia Pacific (Seoul) region
• Switzerland: Europe (Zurich) region
• United Kingdom: Europe (London) region
• USA: US East (North Virginia) and US West (Oregon) regions

After a support service request is closed, the associated attached data will be automatically deleted after 90 days.

Our support portal utilizes a linear commenting system for managing service requests. Consequently, agent updates are shared exclusively with the Service Request owner and the designated contacts associated with the customer organization, rather than broadcasting the update to all recipients.

Create a new Service Request using our new portal or send us your request via dutymanager@skyhighsecurity.com