So Orion is not a solarwinds product ?

Question

Hi all,

I use Vman and SRM (aka STM...) ,

and both integrated on Orion platform.

I sometimes have issues or questions regarding Orion. just Orion.

But it is not listed as a product which is kind of strange.

So when asking a question or create a support, I use "Vman" most of the time even if it is not accurate.

What do you, customers, think about that?

How do you, at Solarwinds, explain that ?

thanks and regards.

jkuvlesk · Answer

Hi, Orion is not a product but provides shared services among products. The way support works is we look to see if you are under active maintenance for the product you have purchased. Orion is not a product you purchase. NPM, SAM, VMAN, SRM, etc. are products you purchase. When opening a case or searching in the Success Center, simply mark which product you are having the issue with. I hope this helps clarify your question.

gildas_declercq · Answer

Hi

thanks for your replies.

Therefore it confirms to me that Orion is indeed a product.

and should have a direct entry in success center / thwack / support to clarify.

As soon I have a question or a problem while using Orion, it makes to me to log a question/ticket about Orion.

After some investigation we will figure out if it pure Orion or an integrated product or anything else relying on Orion infrastructure itself (DB...).

when the pb is when using VMAN, or STM I post question or support relied to those.

Hopefully other users may give their point of vue.

regards

jkuvlesk · Answer

Here are my thoughts :)  The Orion platform provides a common set of services that most Orion platform products share like the UI, reporting, alerting, etc. These common services provide the ability for these products to work together to solve larger problems. When you have a problem with one of our products, our support team will be able to decipher if it is an issue with the Orion Platform functionality or an issue with a product specific component. All you need to do is open the case with the product you have an issue with, as in holyguacamole's example - if you have an issue with VMAN on the Orion interface, just open a VMAN ticket. When searching in the Success Center, you should just type in the issue you are having and the product name, or type in the issue, and filter on the product name. Articles should be tagged with all the products that the issue applies to. So, if it is an Orion Platform issue, the article should be tagged with all applicable products. If you are unable to find an article that solves your issue, the next step is to open a support case.