Updated March 11th, 2016
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.
SolarWinds Internal Support Structure
Our Customer Service Team can provide guidance on a number of topics, including:
The Customer Service Team can be contacted via telephone, email, or online using our online Support Case Submission. SolarWinds is available to assist you with the general operation of your account 24 hours a day, 5 days a week (Monday – Friday).
The Technical Support Team is here to assist with your technical product issues. Each member of our Technical Support Team specializes in a number of SolarWinds products and can be contacted by telephone or online using our online Support Case Submission. SolarWinds is available to assist you with technical product issues 24 hours a day, 7 days a week, 365 days of the year.
The most senior engineers, which constitute the Application Engineer Team, have visibility into cases that are escalated to them from the Technical Support Team. The Application Engineer Team works closely with development on these advanced issues.
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.
Before opening a case with SolarWinds, go through the following checklist, which helps in resolving your issue as quickly as possible:
SolarWinds customers can contact SolarWinds Support in the following ways:
The following flow chart details the actions that happen when submitting an online support case.
When you submit the ticket, you will get an automated email response with your ticket number. You can reply back to this to attach any small files to the case (<5MB), but for anything larger, you will need to upload them to us:
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.
You may contact the Technical Support Team by telephone, or online support case. SolarWinds recommends creating an online support case, so you can provide the Technical Support Team with the details to start investigating your issue. Many issues can be resolved with a review of our log files or diagnostics information. All Technical Support cases are routed to a global case queue and are assigned to an available Support Representative.
You may define case priority when creating a Support case. Cases are managed based on their priority. The five priorities are System Down, Urgent, High, Medium and Low. Customers may also directly access Technical Support via the telephone, with all phone calls being treated as Urgent priority. If you feel that an issue is not being resolved quickly, you may request that the case priority be changed.
Note: SolarWinds does not provide SLAs or a guarantee for resolution, resolutions times, release dates, or provision of bug fixes or feature requests.
|System Down||Product is nonfunctional and/or has unrecoverable service failure. Critical Business Impact.|
|Urgent||Product is functional but with major issues. Significant 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. |
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.
To increase visibility, you can:
You can access their information on the Customer Portal.
Signing in to your Customer Portal will allow you to:
The following provides some additional resources on working with the SolarWinds Support Team available.