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Solarwinds Support Lacking

We are tired of Solarwinds support and all the issues throughout the years with Orion. This is supposed to be an enterprise level product, but when we have issues that support has trouble solving, we get ignored instead of getting elevated support.

We are on the verge of dumping Solarwinds. This will include reporting our experience with the product and support to colleagues thoughout the agency and with our contracting partners. Perhaps Solarwinds is fine for small to medium sized installs, but for large installations it just does not scale well, and getting support for tough issues is like pulling teeth.

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FormerMember

i have to jump in an stand up for solarwinds.. we have a fairly large install, and i agree it does not scale great unless you are willing to expand your hardware drastically as the implementation grows...

that said, if you are willing to let solarwinds support onto your system, and nose about to dint he cause of performance issues, they can normally help.

my problem is, that they ask me for something but i am too busy to help them, so solarwinds end up waiting on me all the time......

anyway, i am sure your situation is a difficult one, and someone disagreeing with you right now is not what you need, but maybe you can go into more detail?

cheers

dan

Jmcfarland

We have used solarwinds for close to 9 years now and I think its top notch. You are really vague with your complaints. Exactly what do you consider large deployments? What problems are you having and what are you using the product for?

FormerMember

I tend to agree with NasaGeek.... yet I hesitate to flame Solarwinds on their forum as they tend not to like that.

I too have been frustrated with SW tech support and their slow resolutions (if any) and lack of responsiveness. Each day I hope that it will be better....

- The eternal optimist.....

BryanBecker

Generally speaking SW support is very good but if I have to say I agree on the responsiveness as well as the ticket tracking process. I know in the past sometimes I would open a ticket and once in a while I wouldn't get a response for a day, maybe 2. I don't know if SW can answer if they have an SLA on response depending on ticket priority? Also...the customer portal used to look at the tickets really needs an upgrade. Yes its nice to see the tickets I have but you can't click on them to get more detail. Cisco's is very nice...I can see who it's assigned to, all the case notes, I can update the case from CCO, etc. This would be very nice to have.

MarieB

Hi Community--

I have reached out to James and we are working on finding a full solution. James, thanks for your patience and willingness to lucidly discuss your technical issues.

Marie

FormerMember

yet I hesitate to flame Solarwinds on their forum as they tend not to like that.

Scott -- just to be clear. We don't like "flames" because we want thwack to be both informative and pleasant. It would be terrible for everyone who uses the forum if it descended into the kind of poo-flinging chaos that some boards fall into. And that kind of bedlam doesn't happen all at once--it devolves from civil conversation by stages, so we discourage it when we see it.

But "flames" are about tone, not about content. If you want to tell us we're falling short of expectations and do it in a polite and constructive manner, we welcome it. This is not the SolarWinds Admiration Club. We'll take strong criticism presented fairly all day long, which is why we don't moderate. And you yourself are a clear example of someone who posts a lot, and a non-trivial portion of those posts include useful feedback on things we could do better.

FormerMember

Fair enough.