Does Solar Winds provide an account representative to help when technical support is not responsive?

mdroy

We are new to Web Help Desk and are having real problems getting a particular feature to work (synching our inventory). I have had no luck in figuring out how to talk to an actual living, breathing human being who can help us escalate this issue. Does Solar Winds provide an account representative that can help navigate their opaque organizational structure? (I will note that my efforts to find such a person via their support structure resulted in their miscategorizing my request and then telling me that my request was not allowed.) We pay real money to Solar Winds and therefore I am surprised at the low level of service that we are receiving so far. Am I alone in this experience? Any advice in how to work more effectively with them?

Thanks,

Mike Roy

CIO

Middlebury College

mdriskell

Always post your case # in the forum for the product.  Explain your situation.  The forums are watched by the various PM which can help draw attention to an issue.  I've had similar problems and I've found that this can help.  I'm sad to say that it's even necessary but it is what it is.