Federal Premium Support 3

SolarWinds Product Support Details

Federal Premium Support 3

We designed our 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 organization and technical outcomes most critical to your entity. For our customers who need a Trusted Advisor within the SolarWinds support team. SolarWinds works with you up to eight times a year on maintenance and upgrades. Premium Support 3 delivers cases worked by U.S.-based engineers and on-demand access to U.S. citizens within the support team.

To learn more about Federal Premium Support 3 Plan: READ THE DATASHEET

Technical Support

  • 24/7 access to phone and web support
  • Software updates
  • THWACK® community access
  • 30-minute response time for P1 cases
  • Two-hour response time for P2 cases
  • Skip-tier to L2
  • Designated U.S.-based escalation manager

Self-Help Services

  • Access to Customer Success Center
  • Knowledge Base articles
  • Best practices content
  • Global search
  • Digital Health Checks

Success Services

  • Up to eight maintenance and upgrade assistance windows
  • Trusted Advisors
  • Expert-driven Health Checks
  • Proactive engagement
  • Assigned U.S.-based Customer Success and Customer Success Engineer

Federal Premium Services Team

  • Cases are worked by U.S. citizen engineers during U.S. working hours
  • On-demand access to U.S. citizen engineers after U.S. working hours, holidays and weekends
  • Up to four joint technical and business reviews per year

Training and Certification Resources

VIRTUAL CLASSROOMS

ELEARNING VIDEOS

GUIDED CURRICULUM

CERTIFIED PROFESSIONAL PROGRAM

Federal Premium Support 3 FAQs

What are support program limitations?

Support does not 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.

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. With Federal Premium Support 3, we provide a 30-minute response time for P1 cases and a two-hour response time for P2 cases, as well as a named escalation manager.

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.

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 that 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 that was 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.