Skyline is available to all customers with an active Production Support, Premier Support, Success 360, Authorized Service Provider (ASP), and Hyperscaler Production Provider Support (HPPS) Entitlement with VMware. However, the level of service delivered by Skyline, within Skyline Advisor, is tiered based upon your level of support entitlement. This article will describe the different experience you will have within Skyline Advisor, based upon your support entitlement.

Skyline is not available to customers with a Basic Support Entitlement, or no Support Entitlement. For customers with Basic Support, or no Support Entitlement, you can use Skyline Health for vSphere, within the vSphere Client, for proactive self-service support of your VMware vSphere environment.

The features and functionality available within Skyline Advisor is tiered, based-upon the customers Entitlement Account / Support Level. The following table details the features and functionality available within Skyline Advisor. Your Support Level is associated with an Entitlement Account. If your Entitlement Account / Support Level has either expired, been downgraded to Basic, or is Inactive, you will still be able to access Skyline Advisor in Limited Mode. Customers can use Skyline Advisor in Limited Mode for a duration of 60 days after entering Limited Mode.

Skyline Advisor Support Entitlement Modes

Types of Findings

There are three types of Findings available within Skyline, Configuration, Troubleshooting, and Upgrade. All customers, Production and Success360 (Premier) Support, have access to all Findings.

Link / Unlink Entitlement Account

The features and functionality available to you within Skyline Advisor is determined by your support level. We determine your support level by Entitlement Account. Within Skyline Advisor, you can view all of the Entitlement Accounts linked to your Cloud Services Organization, along with their support level. Additionally, you can link, or unlink, an Entitlement Account. Linking, or Unlinking, an Entitlement Account could affect the features and functionality available to you within Skyline Advisor.

Example #1

Problem: You are currently using Skyline Advisor. Your current support level is Production Support. Today, you purchase Premier Support. You notice your Skyline Advisor features and functionality have not been upgraded to Premier.

Solution: You need to associate the Entitlement Account with the Premier support level to your Cloud Services Organization. To do so, login to Skyline Advisor, then click Settings. Click on Entitlement Accounts. Click Link next to the Entitlement Account with the Premier support level.

What if I don't the Entitlement Account with the Premier support level?

Only individuals who have the Entitlement Account added to their Customer Connect profile are able to see, and Link, new Entitlement Accounts. If you do not see the Entitlement Account, an individual who does have the Entitlement Account mapped will be required to Link the new Entitlement Account to your Cloud Services Organization.

Open a web browser, and go to https://customerconnect.vmware.com. Login using your Customer Connect account details. Click Accounts > Accounts Summary. All Entitlement Accounts associated with your Customer Connect account will be displayed.

Example #2

Problem: You are currently using Skyline Advisor. You notice your Skyline Advisor mode has been downgraded to Limited Mode. Your previous Entitlement Account has expired, and you recently purchased/renewed your Production Support contract with VMware. However, Skyline is not recognizing the new Entitlement Account.

Solution: You need to associate the Entitlement Account with the new Production Support agreement to your Cloud Services Organization. To do so, login to Skyline Advisor, then click on Settings. Click on Entitlement Accounts. Click Link next to the Entitlement Account with the new Production Support agreement.