Network Performance Monitor (NPM) Product Support Page Success Center

Network Performance Monitor

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How do I get technical support?
When is technical support available?
What tips do you have for reporting issues?
How do you define Case Priority?
How can I contact Customer Service?
What are support program limitations?
How do I escalate my support case?

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. Your options for creating a support ticket are:

Phone (fastest response): Find regional phone numbersOnline Support Ticket: Submit an online support caseEmail: technicalsupport@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.

For Federal Premium Support customers, pursuant to DFARS Clause 252.204-7012, email communications should not be used to transfer, store or process CUI (Controlled Unclassified Information). If required, your SolarWinds representative will request a sanitized version of logs and information as needed for your request.

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. Your options for creating a support ticket are:
Phone (fastest response): Find regional phone numbersOnline Support Ticket: Submit an online support caseEmail: technicalsupport@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.
For Federal Premium Support customers, pursuant to DFARS Clause 252.204-7012, email communications should not be used to transfer, store or process CUI (Controlled Unclassified Information). If required, your SolarWinds representative will request a sanitized version of logs and information as needed for your request.
What tips do you have for reporting issues?
Once we assign a support representative to your case, they will send an introduction email. To help resolve your issue quickly, please follow the below guidelines:
For the fastest response call Customer Service directly or submit an online support ticket.
Clearly define the question or problem. Describe your issue, provide symptoms, steps you’ve taken, screenshots, frequency, and business impact. Also, upload diagnostics, screenshots, and trace files with a new case.
File transfer. Alternatively, use SolarWinds Serv-U FTP and MFT file transfer software to upload diagnostics. Contact support for upload instructions.
Gather environmental and product information. Include product version, relevant OS detail (Version, RAM, CPU), and other infrastructure information. See this article on how to gather diagnostics.
Customer Portal. Upload files in the Customer Portal by clicking the Upload Diagnostics button after creating a new Technical Support case or within an open Technical Support case in the “Review my Support Cases” section.
To increase visibility for an open support case email technicalsupportfeedback@solarwinds.com.
Identify the support case priority. Cases are managed based on priority levels in this order: System Down, High, Medium, and Low. If we don’t resolve an issue quickly, you may request a case priority change by phone or email.
How do I escalate my support case?
If for any reason, you’re not satisfied with the progress of your case, you can escalate the support case at any time.
Escalating a support case to a SolarWinds escalation manager:
Within the customer portal:
On the review support cases page, open the ticket that needs to be escalated and click the “escalate now” button. Please note escalating through the portal is only available 48 hours after case creation.
Over the phone:
Please call any of the SolarWinds regional phone numbers and select Technical Support. Once you reach Technical Support, ask to speak to a “SolarWinds escalation manager.” Please be prepared to provide the support case number and the reason for requesting escalation.
SolarWinds escalation managers are available 24/7 and will follow up directly with you to understand the issue and outline the next steps for resolution.