Accedian Skylight Customer Service and Technical Support

Mario Oosters
Network Architect at a recruiting/HR firm with 501-1,000 employees
All the things I wanted, they put in. That's what I like about them. They did listen to me. I got a modification for the VoIP. They changed the handling of the system because we had some Nexus 5648Q switches here, which seemed to be capturing traffic in a different way, which made it unreadable for a while. But a few months later there was a version that was capable of reading all of it. They do listen. I hope that remains when they are absorbed by this new company, Skylight. I was pretty happy with the interaction with them. Tech support is good. They usually respond within a day. They are highly knowledgeable, and mostly it's not coming from some theoretical stuff, it's real-life knowledge. They know how their solution works in real life, not just how it should work. I rate them really highly in support. Every guy I have had until now at Secure Active, I got the impression that I wasn't only talking to some support guy who only does support. I got the impression that most of those guys who do support do programming on a regular basis, and that some of the lead programmers sometimes do support. They're really highly knowledgeable. I don't think you could get that kind of knowledge without really knowing how it works. It's really impressive. It's definitely not Cisco's standard. On Cisco's standard you're trying to get out as fast as you can from the first level. View full review »
Freelance IT Consultant at SPW (Service Public de Wallonie)
Technical support is good but we are going through our partner. They are responsive. They answer quite fast and usually with the right solution. View full review »
Joel Baczynski
Network Administrator at CHR Citadelle
Technical support from the Skylight is very good. When we have a problem with deploying or configuring something, it's very easy to contact technical support and they are very good. In general, within one hour, we have the response to our problem. It's the quickest support I see, and I use technical support from Cisco, from Palo Alto. Skylight support is very fast. We had to escalate an issue one time. They redirected me to R&D and I had a response in one or two hours, with the correction I needed. View full review »
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