Skyhigh Support Hotline Number Is Changing
We are excited to share an update regarding our Support Hotline. Skyhigh Support will now be available exclusively through its own dedicated hotline numbers. This change will provide a more streamlined and responsive support experience.
Migration and Maintenance Window
Date and Time: July 11, 2:30 AM UTC – July 13, 2:30 AM UTC
Customer Impact and Key Enhancements
- The Support Hotline will be temporarily unavailable between 5:30 AM and 6:30 AM UTC on July 11.
- We are launching our own dedicated Skyhigh hotline numbers. The full list will be available here
- The previous phone numbers listed here will continue to be used for Trellix Support.
- The new, simplified phone menu is a major enhancement. It has been updated and streamlined to simplify your call experience, reduce unnecessary options, and help you connect with the right team faster.
How to Get Support During the Change Window
You can continue to raise tickets through our Support Portal as usual. For any critical issues, Skyhigh Support can provide a callback when you submit a ticket through the portal.
We appreciate your cooperation as we work to enhance your support experience.
Upcoming Infrastructure Upgrade to Enhance Platform Performance and Reliability
As part of our ongoing commitment to improving the performance, scalability, and reliability of the Skyhigh Security platform, we will be upgrading the underlying infrastructure that supports your tenant.
What Is Changing?
We are migrating customer tenants from our existing Points of Presence (PoPs) to a new, modernized infrastructure platform built on upgraded systems and hosted on our next-generation cloud environment.
This upgrade is designed to deliver:
- Improved platform stability and resilience
- Enhanced scalability to support future growth
- Faster rollout of new capabilities and innovations
- Modernized infrastructure with updated operating systems and components
Timeline
The migration program will begin in June 2026 and is expected to be completed by the end of Q3 2026.
Impact to Your Environment
- No downtime is expected
- No configuration changes are required
- Existing policies and integrations will continue to operate as normal
- Service performance and functionality will remain unaffected during the migration
What You Need to Do
No action is required from your team. The migration will be performed automatically by our operations team.
Our Commitment
We will closely monitor the migration to ensure a seamless transition and will proactively communicate any updates if needed.