THWACK members,


As active members in this community you are keenly aware of our commitment to your experience with SolarWinds. Every day we solicit your feedback on how we can improve our products, documentation, training and programs to make it easy to try, buy and use our products, and more importantly, to succeed in your role as an IT pro. Over the last couple of years you have cheered us on as we’ve developed and added to our SolarWinds Academy, launched the Success Center and improved our documentation with the creation of Getting Started and Upgrade Guides. As a result of your direct feedback we’ve: 


  • Doubled the number of instructor-led SolarWinds Academy courses and awarded THWACK points for taking these classes
  • Improved our documentation and many knowledge base articles found in the Success Center
  • Hired and invested in additional training for our support team


In addition to these improvements we are now launching two exciting new programs. One is a major overhaul of our SolarWinds Certified Professional (SCP) program. We’ve received a lot of great feedback from customers who participated in the NPM and SCP beta exams. These product-specific exams, and other SCP exams to follow, will test your knowledge of SolarWinds products and equip you with the ability to differentiate yourself from your peers. Read more about the SCP program in Cal Smith’s (Director of Technical Education) post here.


We’ve also recently launched an assisted onboarding program, Smart Start. This program provides best practices, tailored to your environment, by working 1:1 with one of our implementation experts. While this program was developed for customers purchasing new product licenses, we’ve seen a lot of interest from customers who have new administrators in their shop and want them to get up to speed very quickly.


Whether you’re new to SolarWinds, a SolarWinds expert, or somewhere in between, our aim is to make it as easy as possible for you to get the help you need. As always, we welcome your feedback on how we can improve our Customer Success programs moving forward.


Kevin Bury

SVP Customer Experience, SolarWinds