SolarWinds technical support issues

It's been a while since I've opened a ticket with SolarWinds and my most recent experience is terrible. Multiple 40+ minute wait times, being hung up on by tech support, agents not calling when they say they will.....etc. Anyone else having these issues?

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jeremymayfield

I had a ticket I opened get closed with in 25 minutes, of which there was no contact to me, and no resolution. I then reopened it, with a bit of nasty to my tone, and received feedback at that point.

KMSigma.SWI

Can you give me the case number so I can check on that? I'll get it escalated with the necessary teams.

vispetto

Below is the open ticket I'm referencing.

00274958

I made a request to the CSR that the case get escalated and they refused to do so. IMHO SCP's and / or MVP's should be provided with a different support # to call, not because we're special rather because in most cases we have more expertise than a typical tier one tech support person.

KMSigma.SWI

tagging jreves for case details.

jreves

vispetto, I'm reaching out to support now to get the dev team involved. I'll close with you directly.

I'm the Product Manager for UDT, and you can reach out to me directly if you have any issues in the future.

jreves

vispetto

Thank you. I am available Monday - Friday 0600-1430 PST.

jreves

Tony, you can expect to be contacted by one of our Senior Application Engineers on UDT shortly. Let me know directly if that doesn't happen, or if progress on this issue stalls.

jreves