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Home > Success Center > Customer Service > Frequently Asked Questions About Auto-Renewal

Frequently Asked Questions About Auto-Renewal

Updated January 15, 2017

Why should I sign up for Auto-Renewal? What are the benefits of remaining under active maintenance and support?

 

Auto-Renewal ensures that your products remain under SolarWinds active maintenance and support so you will not experience a gap in coverage or run the risk of paying a higher price if you renew after expiration.  Some of the benefits of remaining under active maintenance and support include:

 

  1. Access to product updates (new features, bug fixes, and even major enhancements)!  
  2. Access to Live SolarWinds technical support experts.
  3. Free virtual classroom instructor-led, product training – specific to active maintenance customers.  
  4. Additional “customer-only” product components that extend functionality.
  5. Ability to participate in future product concepts with beta and release candidate program participation.

 

Invitations to special customer events with product managers, development leads, and our Head Geeks.

Do I have to renew my signup?

 

No.  However, if you voluntarily decide at a later date to cancel your auto-renewal, you will be required to renew your auto-renewal to take advantage of its benefits. 

What does it mean to sign up for Auto-Renewal?

 

SolarWinds will automatically renew your license by charging the applicable maintenance renewal fee to the credit card on file for your account before the expiry date so that your products will continue to remain under maintenance without interruption.  Please note, a third party vendor stores your credit card information in a PCI compliant system.

What will the maintenance renewal fee be?

 

The maintenance renewal fee will be the then-current list price for annual maintenance and support for the applicable SolarWinds product.

How do I sign up?

 

Please visit customer portal at https://customerportal.solarwinds.com/, and sign up from the home page on the left side.  You can also click on Account Settings, and then, click Auto Renewal.

 

Registration is a 2 step process:

  1. Register your credit card; and
  2. 'Turn on' Auto-Renewal upon agreeing with the terms and conditions.

 

Once you sign up, you will receive an email notification confirming the same. If you do not get this notification, please contact SolarWinds at:

 

 

If you do not get a notification, you are not registered for auto renewal, and it will be your responsibility to contact SolarWinds to complete the registration.

 

If you have multiple SolarWinds accounts, you will be required to sign up each account for Auto-Renewal individually. 

Who in my company can turn Auto-Renewal on or off?

 

Only an Administrator assigned in the customer portal for your account is capable of turning this feature ON or OFF.  You may also contact the SolarWinds Customer Service Team if you are unable to turn the feature OFF.

When will you charge me - date/time?

 
We will charge the applicable renewal fee to your credit card at least 7 days before the product license expiry date. If you have multiple product licenses expiring in the same month, we will charge the total renewal fees for all product licenses expiring in that month to your credit card at least 7 days before the earliest product license expiry date.

Will I be notified before you charge the card on file?

 

Yes. We will notify you of the amount of renewal fees and the date that we will charge your credit card at least 30 days before the product license expiry date.  The notification will be sent to your SolarWinds customer portal.

 

If you don’t get a notification, please contact SolarWinds at:

 

 

If you do not get a notification, it will be your responsibility to contact SolarWinds.

Whom should I contact if I see incorrect charges?

 

Please contact SolarWinds Customer Service team via opening a ticket from within your customer portal.

 

  • Log into the Customer Portal and Submit a ticket
  • Call Customer Service in the US at:  1-866-530.8040, Option 1

 

For other locations, please visit http://www.solarwinds.com/company/contact.aspx

Can I select which products to Auto-Renew?

 
Not currently.  If you register today, all product licenses will be registered for Auto-Renewal.

How can I cancel?

 

Like registration, only the Administrator assigned in customer portal for your account is capable of cancelling the Auto Renewal.  Upon receiving this notice from the customer portal, SolarWinds will remove the card on file and will send you a notice that your Auto-Renewal has been cancelled. In case you are not able to login to cancel via the customer portal or if you do not get an email notification confirming the cancellation, please contact SolarWinds at:

 

 

If you do not get a notification confirming cancellation, your auto-renewal has not been cancelled, and it will be your responsibility to contact SolarWinds to ensure cancellation.

 

If you have signed up for Auto-Renewal for multiple SolarWinds’ accounts, you will need to cancel Auto-Renewal for each account individually.

 

 

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