Assisted Onboarding
Our implementation experts work with you to understand your goals, assist you in installing and configuring your new product, and help optimize your environment.
PREMIUM SUPPORT
SolarWinds Premium Support provides customers with fast response times, leveraging a global support organization. SolarWinds partners with you to drive your organization further and help you achieve the technical outcomes most critical to you. There are three levels of Premium Support offerings.
No—for all active maintenance customers, software upgrades are included with the annual fee. We recommend renewing your product maintenance prior to the expiration date to ensure you’ll continue to have access to product updates, technical support, and much more. If your active maintenance has lapsed, don’t worry—we can help you out. To renew your active maintenance, please contact sales@solarwinds.com for more information.
I’d like help with my upgrade. What are my options?
Customers who would like support directly from SolarWinds have several options:
Is it possible to send someone to my office to do my upgrade?
SolarWinds doesn’t currently offer on-site support. However, we have a large global network of professional services Partners who’d be happy to assist. To find your local professional services Partner, please visit our SolarWinds Reseller Locator.
I want to do my upgrade myself, but I don’t know where to start.
SolarWinds Release Notes Aggregator is available to all customers. This tool allows customers to choose the SolarWinds Platform products they’ve installed and their current version, and it displays the new features, improvements, and fixes that were made in the products since the selected version. Use the Orion Platform Products Installation and Upgrade Guide—which includes pre-flight prep and gotchas—for information on how to upgrade one or more products.
We missed our maintenance window. Can you help me plan for a future upgrade?
Virtual SolarWinds Academy classes are available live and on-demand, covering upgrades in detail. These free classes allow customers to direct their questions to SolarWinds product experts with deep upgrade knowledge. Also available in the Customer Success Center is our Resource Toolkit to help you plan for your upgrade.
I have a large environment—multiple scalability engines, additional web servers, polling engines, and high availability. What approach should I take for my upgrade?
If you’re using an online environment, you can perform a centralized upgrade with the pre-stage feature to prep your environment by pushing the install bits to all servers with a few clicks. This should simplify the process and drastically limit the downtime necessary to complete the upgrade. Go to Settings > My Orion Deployment > Updates & Evaluations and select the “Pre-Stage Files” option to download and distribute the installer files. This doesn’t initiate the actual installation/upgrade until you choose to do so. Check out this blog post for more details on using pre-stage files.
My company has a “cloud-first” policy for all new software. What options do I have to upgrade?
Upgrading the Orion Platform is the same whether it’s on-premises or running on a cloud provider. For cloud deployment options, please review the following documentation:
Phone (Americas): +1-866-530-8040, option 1 or+1-512-682-9300
Phone (EMEA): +353 21 5002900
Phone (APAC): +61 2 8412 4900
Phone (Americas): +1-866-530-8040, option 3 or +1-512-682-9300
Phone (EMEA): +353 21 5002900
Phone (APAC): +61 2 8412 4900