When you need help with SSMS, a clear first message saves time. Support can start work straight away instead of asking you questions. This guide shows how to contact Skyline and exactly what to include.
Before you start
- Do the basic checks in what to do when a camera goes offline.
- Note the date and time the problem started.
- Have your site list and camera names to hand.
- Know your company name and who in your team looks after SSMS.
How to contact Skyline
Use the Skyline contact page, or email info@alskyline.com. If your Skyline engineer gave you other contact details at handover, you can use those too. Send one message per problem, so nothing gets mixed up.
What to include
The table lists what support needs to know. Each line answers a question they would otherwise ask you.
| Item | Example |
|---|---|
| Company and site | Your company name, and the Dammam warehouse |
| Your name and phone | So support can call you back |
| What happened | Three cameras at the warehouse show no picture |
| When it started | 12 March, about 08:30, Saudi time |
| Which cameras or sites | WH-Dock-01, WH-Dock-02 and WH-Gate-01 |
| How many are affected | 3 of the 20 cameras at that site |
| What changed recently | A power cut, network work, a password change, a firmware update, or a new camera |
| What you already tried | The site confirmed power is on, and the cameras show on the local NVR |
| Error messages | A screenshot of any error message on the workstation |
| Impact | A whole site is down, or one camera in a low-risk area |
Always say the time zone. This matters when your sites are in different countries.
Take care with images, footage and passwords
- Images: a screenshot of an error message usually does not need to show any video. Avoid sending images of people unless support needs them and your policy allows it.
- Footage: do not send copies of recordings unless Skyline asks, your access policy allows it, and the transfer is permitted where you are. See handing over footage safely.
- Passwords: never send passwords in a plain email. Agree a secure way with Skyline.
Remote access for support
To help you, Skyline may need remote access to your SSMS server. Remote access means connecting to the server over the network from another place. Give it only in the way your IT team and Skyline agreed. When the support job is done, remove or disable that access. See connecting sites and remote support safely.
Other kinds of questions
- Adding cameras or sites. These change your license, so they go through a quote. Published prices are on the SSMS pricing page.
- Features. If you need a function that is not listed on the SSMS page, ask Skyline to confirm in writing whether your deployment covers it.
- Training. Ask for help if your operators need more than the handover covered.
A sample support message
You can copy this pattern and change the details.
Subject: SSMS, 3 cameras offline at the Dammam warehouse
Company and site: your company name, Dammam warehouse.
Contact: your name and mobile number.
Problem: cameras WH-Dock-01, WH-Dock-02 and WH-Gate-01 show no picture on the live wall. This started at about 08:30 on 12 March, Saudi time. The other 17 cameras at the site work.
Recent changes: there was a power cut at the site last night.
Already tried: the site confirms power is on. The three cameras show on the local NVR monitor.
Impact: the loading dock is not covered, live or recorded.
After you send it
- Keep your phone nearby, in case support calls.
- If you receive a reference number, use it in every follow-up message.
- Write the problem and the support contact in your shift log.
- When the problem is fixed, check live view and playback, and record the recording gap.
Quick checklist
- I did the basic checks first.
- My message says what, when, where, how many, and what changed.
- I included what I already tried, and the time zone.
- No passwords, footage or needless images of people are in the message.
- Remote access is given the agreed way and removed afterwards.
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