VMware Skyline™ is radically transforming customer support

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
Aligned to Global Services offerings, VMware Skyline is initially available for Premier Support customers in North America. Today VMware Skyline provides increased visibility for VMware vSphere and VMware NSX environments. Additional products will be added over time.

Source: https://www.vmware.com/support/services/skyline.html

VMware Blog post: https://blogs.vmware.com/kb/2017/08/breakthrough-visibility.html