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Tips for Working with Technical Support

For the most up to date information on working with support, please go to this link: https://support.solarwinds.com/Success_Center/Working_With_Support

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Comments

gfsutherland

Thanks for putting this together...

rharland2012

Bookmarked - thank you, Melanie.ODonovan‌.

justron9004

Melanie,

Can you also update SLA for different priorities.

If Online Support Ticket is submitted:

- After how many hours will support respond?

- What is the expected case completion time if the customer provides all information?

mica

It would be better if you could also have an SLA especially to a system down or urgent priority. In my opinion, it doesn't make sense to have priority level if you do not have an SLA

It's really frustrating to wait for so many hours for the support to handle our tickets because all of our users are also asking for the ETA to resolve the issue.

And if you could try the phone support, you will still on hold for several hours..... This is based on my experience.

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