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!!!Technical Support Issues!!!

As of this post calls into NPM are dropping, the call prior to the drop had me routed to an entirely different help desk. I am thinking something is broke with the IVR as I clearly choose option 1 NPM and was routed to an entire different company (shared service desks ewww..)

Can someone call the phone guy and get this fixed ? Thanks SLW!!

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jkuvlesk

Hi Nick. We are currently investigating why you experienced dropped calls. This does not appear to be a system wide issue. Thanks for making us aware of this problem.

ecklerwr1

You were routed to another company?

nick_scott

I was absolutely routed to another helpdesk, being focused on other issues, troubleshooting the IVR was not at the top of my list. It sounded like the desk was definitely in far east asia.

jbiggley

Depending when you called, you definitely could have ended up in Singapore or it could have been via overflow. SolarWinds support uses a Follow The Sun model for support so you will encounter folks from all over the world.

If only I could figure out how to make my technical problems happen during 9-5, M-F Eastern time.

bredahealy

Hi Nick, we have identified the issue and from looking at the logs your call was incorrectly routed to our SolarWinds Cloud Technical Support team rather than the NPM support team. Thanks for advising us of this issue. This has allowed us to correct it.

We apologize for any inconvenience caused.

nick_scott

Glad to of helped!

ecklerwr1

Welcome to the community bredahealy! The support team can use all the help they can get. I'm just glad it was SolarWinds support he was routed to... by the way it was explained I was a little concerned it was some other company and NOT SolarWinds.