Network Management
Proactive Maintenance Window cases
Proactive Maintenance Window cases are a new type of case for when you have an upcoming maintenance window and may need Technical Support assistance.
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Last published date
Overview
On-Demand Proactive Maintenance Window is a proactive service in which SolarWinds assigns a CSE to plan your SolarWinds environment upgrade. The CSE will stay online for up to one (1) hour during a customer’s maintenance window to assist with any issue that the customer may experience.
This applies to accounts with Federal Support 1-3, Advanced, or Premium Support 1-3 as mentioned on the Support Offerings page, and these cases will be routed to the intermediate or advanced support teams listed on that page for your support level. This does not apply to accounts with the following:
- Federal Support Level 4 and 5
- Professional
- Premier
- S1 Premier
- Premier Enterprise
These cases must be submitted at least ten (10) business days in advance of the maintenance window. You can create these cases either in the Customer Portal or by phone, where a rep will create the case on your behalf. If a case needs to be created less than 24 hours prior to the maintenance, the option will not appear in the Customer Portal, and you will need to call in to Support to have the case created.
The Escalate Now button will not appear in the Customer Portal for these cases.
Customers requiring more than one (1) hour of on-demand proactive maintenance window should consider purchasing commercial deployment services separately. Customers who require more maintenance window coverage and update assistance should consider upgrading to the next Commercial Premium Support level.
Product section
Resolution
The tooltip next to Desired Maintenance Timing will guide you on case creation if the maintenance is in less than 24 hours:
Once the case is created, please upload a set of diagnostics using the steps here:
How to gather and send a diagnostics file to SolarWinds Support
- A support rep will review the diagnostics uploaded by you and an Orion insights report for potential blockers before the scheduled maintenance window.
- If you face any technical issues during the maintenance window, please call the Technical Support hotline for assistance.
- If you face any technical issue after the maintenance window or if you have any feedback on how the maintenance went, please create a separate Technical Support case to track that issue.