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Home > Success Center > SolarWinds Customer Support Information

SolarWinds Customer Support Information

Updated March 11th, 2016

Overview

This guide provides an overview on SolarWinds Support and helps you to make the most of the SolarWinds Support. This guide explains the SolarWinds support structure, the support model, and the support case process. This guide is updated by SolarWinds from time to time, and any new version replaces all previous versions. 

Note: All material provided in this article is intended for informational purposes only and does not replace any official documents provided by SolarWinds and/or entered into between you and SolarWinds.

 

Customer Success Resources

Learn more about SolarWinds customer success resources in this short video (2:29):

Customer Success with the SolarWinds Support Community

 

Technical Support

Help with installation, configuration, setup, operation, or other product-related issues. SolarWinds is available to assist with technical product issues 24 hours a day, 7 days a week, 365 days a year with active maintenance. Your options for creating a support ticket are:

Phone: (Fastest response) Find regional phone numbers

Online: Submit an Online Support Case 

E-mail: customerservice@solarwinds.com  

To increase visibility for an open support case email: TechnicalSupportFeedback@solarwinds.com

 

Customer Service

Assistance with accounts, billing, website, or the Customer Portal. Customer Service is available to assist you with the general operation of your account 24 hours a day, 5 days a week (Monday – Friday). 

Phone: (Fastest response)  Find regional phone numbers

Online: Submit an Online Support Case

E-mail: customerservice@solarwinds.com  

 

Customer Portal

Log into your SolarWinds Customer Portal to open a support case or review support case history. Access your portal to download licensed products, service packs, hotfixes, and additional components. Get your license keys, register your products, renew, or co-term your maintenance. Education, onboarding, and training resources can also be accessed on the Customer Portal.

 

Self-Service Resources

Many find their support questions are answered in our extensive knowledge base and product documentation. To resolve your issue as quickly as possible, SolarWinds recommends that you search our online resources, available at the Success Center.

 

SolarWinds Success Center – Quickly find the answer to your question by searching across all product resources—documentation, videos, free training, knowledge base articles, and licensing FAQs.

SolarWinds Academy Virtual Classrooms – (Included with active maintenance) Video classes and webcasts in live and on-demand format. Sign up for instructor-led trainings or open office hours, providing you with the ability to ask questions during your online session.

eLearning Videos – Online training videos library organized by feature that walk you through installation, setup, customization, and optimization.

Resource Center – Search or browse help content including: eBooks, guides, KB articles, and more.

THWACK® Community – Search our SolarWinds IT user community for advice and access to resources including what we’re working on, custom reports, alerts, labs, and product discussions. Sign up here.

 

SolarWinds Technical Support Delivery Model 

The SolarWinds Technical Support provides technical assistance to active SolarWinds Customers who are covered by the maintenance and support provided by SolarWinds Active Maintenance. SolarWinds Technical Support provides general guidance about SolarWinds products and, if applicable and where possible, workarounds and bug fixes. If the Technical Support Team has determined that it would be beneficial to interact with your environment directly, your Support Representative may host a secure remote session to interact with you and your environment. Support is provided primarily in English.

 

Technical Support Availability

The SolarWinds Technical Support Team is available globally 24 hours a day, 7 days a week, 365 days a year. Where needed, SolarWinds may transfer cases to the nearest Technical Support location to provide customers with the best response times and support experience. 

 

Note: SolarWinds does not provide SLAs or a guarantee for resolution, resolution times, release dates, or provision of bug fixes or feature requests.

 

Tips for Working with Support

The SolarWinds Technical Support provides technical assistance to active SolarWinds Customers who are covered by the maintenance and support provided by SolarWinds (“Active Maintenance”). SolarWinds Technical Support provides general guidance about SolarWinds products and, if applicable and where possible, workarounds and bug fixes. SolarWinds Technical Support is available globally 24 hours a day, 7 days a week, 365 days of the year. SolarWinds may transfer cases to the nearest Technical Support location to provide customers with the best response times and support experience. 

Note: SolarWinds does not provide a guarantee for resolution times, release dates, or provision of bug fixes or feature requests.

Delivery of Technical Support

 

When a support representative takes ownership of your case, they will send you an introduction email with your ticket number. To help us resolve your issue as quickly as possible:

  • For Fastest Response, Call Technical Support – Either phone us using our regional phone numbers or Submit an Online Support Case in order to provide the Support Team with the details they need to start investigating your issue. An automated response will provide you with steps for uploading any additional media such as screenshots, diagnostics, trace files, and logs.
  • Clearly Define the Question or Problem – Describe your issue, provide symptoms, what steps you have already tried, screenshots, frequency, and business impact, if any.
  • Collect Environmental and Product Information – Include product version, relevant OS detail (Version, RAM, CPU), and other applicable infrastructure information that you believe may be relevant. Gather Diagnostics – Many issues can be resolved with a review of our log files or diagnostics information, error details, or traces. You can use SolarWinds Serv-U FTP and MFT file transfer software to upload your diagnostics (contact support for upload instructions if you don't already have a link). Reply to the case e-mail to let the Support Team know when the file is uploaded because support reps are not automatically notified when diagnostics are already available, which might cause a delay in troubleshooting.
  • Identifying Support Case Priority – Cases are managed based on their priority. The four priorities are System Down, High, Medium, and Low. Customers may also directly access Technical Support via telephone, with all phone calls being treated as High priority. If you feel that an issue is not being resolved quickly, you may request that the case priority be changed by phone or email.
Priority  
System Down Product is nonfunctional and/or has unrecoverable service failure. Critical Business Impact.
High Product is functional but with consistent issues or one product area is nonfunctional. Functionality is degraded. Some business impact.
Medium Product is functional with minor or intermittent issues. Occasional functionality degradation. Minimal business impact.
Low Product is functional with no apparent issues. Requests for upgrade documentation, feature requests, technical information, how to questions, product use questions. No business impact.
 
  • Increasing Visibility – SolarWinds has formal procedures in place to advance a case quickly and increase the visibility of an issue. You may request case advancement at any point if the case is not progressing to your satisfaction by replying in the Support Case, contacting us by phone, or by emailing TechnicalSupportFeedback@solarwinds.com
  • Third-party Issues If an issue is determined to be caused by a third party or third-party hardware or software, goods, or services, customers will need to contact the relevant third party for resolution.

 

Need More Help? Additional Onboarding and Support Options:

SolarWinds offers paid onboarding and support services to help you succeed. Click below, contact your Account Manager, or email sales@solarwinds.com for more information about our paid services.

 

Smart Start Onboarding Program – (Up to a 90-day engagement priced per product) Expert guidance with a dedicated SolarWinds implementation expert to make sure you are configuring, customizing, and optimizing your SolarWinds environment quickly and correctly.

Smart Start Upgrade Assistance – (Up to a 60-day engagement priced per product) One-on-one expert guidance from a designated SolarWinds support rep who will help ensure that your software upgrade goes smoothly before, during, and after the upgrade process.

Premier Support –  Additional layer of support with an assigned support manager for more holistic case management, faster response times, and yearly health checks. 

 

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