Network Management

How to Escalate a SolarWinds Support case via the Customer Portal

How to use the Escalate Now button in the SolarWinds Customer Portal to escalate a case.

First published date

2/23/2023 7:39 PM

Last published date

9/25/2023 6:27 AM

Overview

A new process has been implemented that will allow you to escalate any of the open Technical Support, Technical Support SaaS, and Customer Services cases you have open via the Customer Portal.

Product section

Orion Platform

Resolution

Note: The Escalate Now button will be available only after 48 hours after the case was created. If a case is escalated once, the ‘Escalate Now’ button will be unavailable on the Support case details page. The 'Escalate Now' button is currently unavailable for cases opened through Technical Support Chat.

Log in to the Customer Portal at customerportal.solarwinds.com.
Navigate to Technical Support > Review my support cases.
Select an open case and select the Escalate Now button:

A page will appear where you can update the fields like direct phone number, contact email, a summary of why they are escalating the case, and their preferred way of communication:

Click the Escalate button. The following will then be displayed:

Disclaimer: Please note, any content posted herein is provided as a suggestion or recommendation to you for your internal use. This is not part of the SolarWinds software or documentation that you purchased from SolarWinds, and the information set forth herein may come from third parties. Your organization should internally review and assess to what extent, if any, such custom scripts or recommendations will be incorporated into your environment. You elect to use third-party content at your own risk, and you will be solely responsible for the incorporation of the same if any.