Customer & Support Portal
New and existing customers gain access to our secure web-based support portal interface. The portal lets customers easily access Accedian’s support team, RMA processing and case status tracking.
Any firmware or software product update notifications are also accessible in the portal.
Contact the Support Team
Before contacting Accedian for Skylight support, please use your Skylight support site account to open a new support case and register your technical issue. This helps provide more responsive service when contacting Accedian.
To ensure that your time is used wisely, please provide the following information when logging a new technical support issue:
- Product model (e.g. PV-1000).
- Product serial numberThis information can be found underneath the probe or on the Skylight maintenance contract.
- Skylight software version
- Please also answer the following questions:
- Has this particular issue happened before, and can it be re-created?
- What remedial actions have you attempted to date?
- Are you able to activate the remote assistance feature on the probe’s interface? If not, would it be possible to remotely access a local PC that can connect to the probe’s interface in order to diagnose the problem?
Skylight Maintenance Program
The Accedian Skylight maintenance and support program covers:
- Minor and major updates to Skylight software
- Identification and resolution of bugs and performance issues when using Skylight
- Access to technical documentation
Please note that Accedian’s Skylight maintenance and support program does not include the analysis or interpretation of metrics generated by the system. These value added services are available from Accedian or its Skylight-certified partners under contract.
Accedian’s Skylight maintenance and support program provides the following benefits:
- Reliable, professional support: Accedian certified support engineers possess significant experience with Skylight deployments and solid network expertise
- Available: Skylight support engineers are available 24/7, 365 days a year
- Personalised support: Skylight 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 Accedian is recognized for
- Multiple languages: technical support services are available in both English and French