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Tips for Working with Technical Support

Melanie.ODonovan

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

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.

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?

rharland2012

Bookmarked - thank you, Melanie.ODonovan‌.

gfsutherland

Thanks for putting this together...

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