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Support? What support?

Although I must agree that the SolarWinds product range is excellent, the lack of support is simply unacceptable. I have now waited 7 days without a single response to my High priority support ticket (36366), and have just tried calling every number Globally in an attempt to speak to anyone in Support/Sales or Customer Service, none of whom were available. Interestingly the Ireland Support line goes through to a voicemail box for 'test'.

I have just raised a new Urgent ticket, an have forwarded it via email to every email address I know within SolarWinds, hopwfully someone will get back to me shortly.

I know I am in Australia, but I would expect 24/7/365 support availability. I definately will not be purcahsing any sort of ongoing support as clearly it would be a total waste of money. (I am still trying to get my license generated/installed for my Eval version which expires in 4 days).

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mark_wiggans

Support does not generate license keys, this is handled by contacting customerservice@solarwinds.com. For the best time to reach someone via phone try calling between M-F, we do not have 24/7/365 hours.

Haley

Although I must agree that the SolarWinds product range is excellent, the lack of support is simply unacceptable. I have now waited 7 days without a single response to my High priority support ticket (36366), and have just tried calling every number Globally in an attempt to speak to anyone in Support/Sales or Customer Service, none of whom were available. Interestingly the Ireland Support line goes through to a voicemail box for 'test'.
I have just raised a new Urgent ticket, an have forwarded it via email to every email address I know within SolarWinds, hopwfully someone will get back to me shortly.
I know I am in Australia, but I would expect 24/7/365 support availability. I definately will not be purcahsing any sort of ongoing support as clearly it would be a total waste of money. (I am still trying to get my license generated/installed for my Eval version which expires in 4 days).

A sales representative has called and left a voicemail on your cell and your office line in regards to your expiring Orion evaluation. You should be able to reach your sales rep by calling the number they left on your voicemail.