As some of you, our valued customers, have experienced lately, our Support Team hasn’t been as responsive as we usually are. Some of you have voiced frustration. It’s understandable – when things don’t go as you expect, frustration can set in. I personally apologize for any inconvenience you’ve experienced.
Please know we’re working hard to alleviate this issue as quickly as possible. We’ve recently hired several new Support Reps who will be coming online very soon to help. We also have more than 20 openings for additional Support staff who, once they’re on-board and ramped-up, will resolve our increased capacity needs.
While we staff up and on-board new team members, we’ll be monitoring and managing the incoming cases on a daily basis to ensure we’re being as responsive as we can. If you’ve opened a ticket but have not received a response within 2-3 days, please let us know by emailing us at SupportExecs@solarwinds.com and we’ll prioritize your case. If you have a system down or urgent case, the fastest way to get help still will be to call us.
As we act to increase our capacity, we appreciate your patience and understanding. We also appreciate your feedback and suggestions on how we can improve our Technical Support. Making you satisfied is our highest accomplishment, and we commit to delivering on that goal for you.