Explore SolarWinds Federal Support Offerings
We designed our Federal Premium Support plans to give you the power and flexibility to focus on what you need for success. SolarWinds partners with you to drive the organizational and technical outcomes most critical to your entity.
Technical Support
Features | Premium Support 1 | Premium Support 2 | Premium Support 3 | Premium Support 4 | Premium Support 5 |
|---|---|---|---|---|---|
Coverage | 24/7 Global | 24/7 Global | 24/7 Global | 24/7 Global | 24/7 Global |
P1 Case Response Time | 1-hour | 30-minute | 30-minute | 30-minute | 30-minute |
P2 Case Response Time | 8-hour | 4-hour | 2-hour | 1-hour | 1-hour |
Support Team | Global | Global | Skip-tier to L2 | Skip-tier to L3 | Skip-tier to L3 |
Escalations Process | Global Escalation Team | Global Escalation Team | Designated U.S.-based Escalation Manager | Designated U.S.-based Escalation Manager | Designated U.S.-based Escalation Manager |
Access | Software Updates | Software Updates | Software Updates | Software Updates | Software Updates |
Success Services
Features | Premium Support 1 | Premium Support 2 | Premium Support 3 | Premium Support 4 | Premium Support 5 |
|---|---|---|---|---|---|
Maintenance and Upgrade Support | Up to 4 times/year | Up to 6 times/year | Up to 8 times/year | Up to 12 times/year | Up to 15 times/year |
Trusted Advisors | - | Yes | Yes | Yes | Yes |
Annual Health Check | - | Expert-driven Health Check | Expert-driven Health Check | Expert-driven Health Check | Expert-driven Health Check |
Support Team | - | - | Assigned U.S.-based Customer Success and Customer Success Engineer | Assigned U.S.-citizen Customer Success and Customer Success Engineer | Assigned U.S.-citizen Customer Success and Customer Success Engineer |
Engagement | - | Proactive | Proactive | Proactive | Proactive |
Premium Services Team
Features | Premium Support 1 | Premium Support 2 | Premium Support 3 | Premium Support 4 | Premium Support 5 |
|---|---|---|---|---|---|
Case Management | Worked by our global support team | Worked by our U.S. based engineers | Worked by U.S. citizen engineers | Worked by our U.S. citizen engineers | Worked by our U.S. citizen engineers with active security credentials |
On-demand access | Access to U.S.-based engineers during U.S. business hours | Access to U.S.-based engineers during U.S. business hours | Access to U.S.-based citizens support staff | Access to U.S.-based citizens with DoD security clearance | Access to U.S.-based citizens with DoD security clearance |
Customer Success Engineer | - | - | - | Assigned Customer Success Engineer is a U.S. citizen | Assigned Customer Success Engineer is a U.S. Citizen with DoD security clearance |
Technical and Business Reviews | - | - | Up to 4 joint reviews per year | Up to 8 joint reviews per year | Up to 12 joint reviews per year |
Training and Certification Resources
All of Our Federal Premium Support Plans Include:
- Access to Customer Success Center
- Knowledge Base Articles
- Best Practice Content
- Global Search
- Digital Health Checks
What are support program limitations?
Support doesn’t include the development of custom scripts, reports, templates, SQL queries, perform analysis of or troubleshoot perfor¬mance problems related to third-party products or SQL or OS issues.
SolarWinds will not take control of a company’s environment to perform full installations, configurations, migrations, or upgrades.
SolarWinds will not go on-site to the company to perform any support.
How do I get technical support?
SolarWinds Technical Support helps with fault finding and troubleshooting related to the setup and operation of a SolarWinds environment for customers under active maintenance. SolarWinds is available to assist with technical product issues 24 hours a day, seven days a week, 365 days a year. Response times are dependent on the support level contract you have in place.
Your options for creating a support ticket are:
Phone (fastest response): Find regional phone numbers
Online Support Ticket: Submit an online support case
Email: mailto:technicalsupportfeedback@solarwinds.com
If the Technical Support Team determines it beneficial to interact with your environment directly, your support representative may host a secure remote session to work with you and your environment. Support is provided primarily in English.
How do you define case priority?
P1 is defined as Critical/Business Down: Customer’s production use of SolarWinds Software® is stopped or so severely impacted no user can reasonably continue to use or access the software. Critical requests have one or more of the following characteristics: a) data corruption, b) SolarWinds Software hangs, causing unacceptable delays, or c) the SolarWinds Software is inaccessible to all users.
P2 is defined as High: Customer experiences a disruptive loss of use of the SolarWinds Software. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
P3 is defined as Medium: Customer experiences moderate to minor loss of use of the SolarWinds Software or a feature/operation generated a result not expected. The impact is isolated and an inconvenience; however, use and access to SolarWinds Software can continue.
P4 is defined as Low: Customer requests information, an enhancement, or documentation clarification regarding SolarWinds Software, but there’s no impact on the use or access of SolarWinds Software.
What Self-Help Services Are Available?
All support levels have access to:
- Access to Customer Success Center
- Knowledge Base articles
- Best practices content
- Questions & Answers