Federal Premium Support 1
SolarWinds Product Support Details
Federal Premium Support 1
We designed our SolarWinds Premium Support 1 plan for our customers who need a relationship with the SolarWinds support team. SolarWinds provides you with up to four times a year maintenance and upgrade windows.
- 24/7 access to Support
- Software updates
- THWACK® community access
- One-hour response time for P1 cases
- Eight-hour response time for P2 cases
- Access to Customer Success Center
- Knowledge Base, Best Practice articles
- Global search
- Self-Led onboarding
- Access to Escalation, Digital Health Checks from the Customer Portal
Up to 4 sessions for maintenance and upgrade assistance
- Cases are worked by our global support team on a 24-hour basis
- On-demand access to U.S. based engineers during U.S. business hours
Training and Certification Resources
Federal Premium Support 1 FAQs
Support doesn’t include the development of custom scripts, reports, templates, SQL queries, perform analysis of or troubleshoot performance 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.
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. With Federal Premium Support 1, we provide a one-hour response time for P1 cases and an eight-hour response time for P2 cases.
Your options for creating a support ticket are:
Phone (fastest response): Find regional phone numbers
Online Support Ticket: Submit an online support case
Email: 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.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 is no impact on the use or access of SolarWinds Software.
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