Support Cases

Here you’ll find the necessary information to request the appropriate support for your needs within the Skyone Support System.

On the platform, go to the "Support Cases" menu and follow these steps:

1. Click "Open Case".

Important: Complete the following fields carefully, as they determine the support team assigned to your case.

1. Select the appropriate fields:

• Department:

  • Technical: for product and service issues

  • Accounts and Billing: for administrative matters

• Support Method:

  • Ticket: You will receive support directly through messaging on the platform.

  • Phone: You will receive a call from one of our support representatives.

• Occurrence: Complete the fields according to your needs. The process is documented in two tabs, based on the department selected: Technical and Accounts and Billing.

Técnico

• Service: Select the Skyone service you need support with (e.g., Data, Cloud Computing, Accounts, etc.).

• Topic: Choose the topic (e.g., Autosky, Data Stack, etc.).

• Item: Select the item (e.g., Request, General guidance, etc.).

• Category: Choose the item category (e.g., Other requests, Access issues, etc.).

Accounts and Billing

• Topic: Billing and invoicing, cancellation, or contract

• Item: Request or General guidance

• Category: Questions, invoice, renewal, contract termination, among others.

Example of Support Case Submission

1. After selecting the fields, click “Next” to provide more details about the request.

• Support Case Subject: Write a clear subject to help with identification.

• Add comments about the case: Describe the issue or request with all necessary details.

Use formatting tools (italic, bold, and/or underline) to highlight important information.

• Recipients (optional): If desired, add colleagues from your company who should also receive messages related to the case.

• Finally, attach any files that could help provide context for your request, such as screenshots or videos (optional).

Accepted file formats: image/*, .pdf, .csv, .txt, .xlsx, .xls, .doc, .docx, .zip, .rar, .pfx, .mp4, .mkv, .avi, .mov, .webm.

You can upload up to 5 files, with a maximum size of 10MB per file.

1. To complete, click "Create Case".

Done! You have opened a case, and the support team will contact you according to your chosen support method.