SolarWinds offers tiered support designed to match your operational needs — from essential assistance to enterprise-grade, proactive engagement. Our goal is to maintain a stable, efficient, and ready environment for growth.
Federal Premium Support delivers white-glove services for public sector organizations that require secure escalation processes, U.S. citizen engineers & escalation, and controlled service access.
Advanced Support is reactive assistance with self-help for customers confident in managing their environment, while Premium Support is proactive and personalized, offering dedicated engineers and preventive maintenance for complex, mission-critical environments.
Get the full list of features, key benefits, and details around SolarWinds Premium Support offerings.
What are support program limitations?
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.
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: 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 I escalate my 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:
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.
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, users cannot reasonably continue to use or access the software. Critical requests have one or more 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 a minor loss of use of the SolarWinds software, or a feature/operation generates an unexpected result. 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.
What are the benefits of having a customer success manager?
Customer Success Managers are included in Premium Support Level 1.
Our Customer Success Manager (CSM) will work with you as a conduit into the SolarWinds organization.
What are the benefits of having a customer success engineer?
Customer Success Engineers are included in Premium Support Level 2 and 3.
Our Customer Success Engineer (CSE) will work with you as a conduit into the SolarWinds organization.
Support Level |
Designed For |
Core Benefits |
Professional Support |
Entry-level support provides essential guidance for organizations getting started with SolarWinds |
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Advanced Support |
Customers managing critical business applications in production environments |
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Premium Support Level 1 |
Level 1 Teams needing proactive engagement and enhanced assurance |
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Premium Support Level 2 |
Enterprises with complex IT operations or regional requirements |
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Premium Support Level 3 |
Large, regulated, or global organizations requiring strategic and ongoing support |
All PSL2 benefits, plus:
|
Features |
|---|
Availability |
|---|
Included with SolarWinds Observability Self-Hosted – Enterprise Scale and Service Desk – Premier Tier subscriptions. |
Available for all SolarWinds products (Observability, SaaS, Service Desk, Database, IT Security. |
Target Audience |
|---|
Customers managing critical applications in production environments. |
Customers managing complex, large-scale, or regulated/secure environments. |
Support Focus |
|---|
Reactive support and self-service enablement to maintain product performance. |
Proactive engagement, advanced troubleshooting, and continuous environment optimization. |
Response Time |
|---|
Faster than Professional Support; standard SLA response targets. |
Priority routing with the fastest SLA response and resolution times across all tiers.
|
Customer Engagement |
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Primarily self-service, with access to intermediate technical support for issues. |
Direct engagement with assigned Customer Success Managers (CSMs) and Customer Success Engineers (CSEs). |
Proactive Guidance |
|---|
Limited digital success and enablement resources. |
Scheduled business and technical reviews, success planning, and preventive health checks. |
Health Checks |
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Access to the customer portal and self-service express health check. |
Expert-driven health checks and remediation assistance. |
Maintenance Windows |
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Windows Does not include. |
Standby support during on-demand proactive maintenance windows. |
Escalation Management |
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Access via support queue. |
Direct escalation management and executive oversight (PSL2–3). |
Training & Enablement |
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Access to SolarWinds Academy and Success Center self-help content. |
Includes Academy “office hours,” SCP vouchers, and exclusive private sessions. |
Additional Benefits |
|---|
Intermediate troubleshooting and digital success resources. |
Product Insights, Bug Scrubs, Incident Reviews, and quarterly success reviews (PSL2–3). |
Upgrade Option |
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Discounted upgrade available to Premium Support. |
Three-tier program (PSL1, PSL2, PSL3) tailored to your business complexity. |