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Solarwinds Support - Getting sent to voicemail after 1 HR of holding

equalswql

Hello Support,

I'm very much aware that things at Solarwinds have been .. a bit complicated this week due to the vulnerabilities. We are all hard at work trying to restore stability based on these recent events. Through all this, receiving support is critical and unfortunately despite my attempts to reach a support agent daily, i've been unable to reach someone. I don't mind waiting on the line for hours if I have to, as long as I get through to someone at some point. I've tried leaving a voice message, selecting the option to keep my place in line, and calling back at various intervals. I still haven't received a call back or a response.

Update: someone from support reached out to me through thwack but I missed the message. Thank you for reaching out.

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Accepted answers

danielleh

Calls are designed to go into voicemail (which is monitored) after an hour to avoid infinite hold due to case volume. However, call drops are a different issue. If your call into support dropped, please shoot an email to thwackadmin@solarwinds.com so we can escalate the issue.

We are prioritizing system down cases ahead of others. If you have an urgent issue, you can log a ticket in the customer portal and we can prioritize it based on the severity of the issue.

Sincere thanks for your patience.

All comments

acurrent

hpstech

Too big to fail.

equalswql

tbh, I haven't tried the callback feature. I have an estimated wait time of 1 HR until call back. Let's see how this works. Crossing my fingers that I actually get a call back.

danielleh

We are prioritizing system down cases ahead of others. If you have an urgent issue, you can log a ticket in the customer portal and we can prioritize it based on the severity of the issue.

Sincere thanks for your patience.

equalswql

Update: didn't get a call back

equalswql

Today message changed from going to voicemail instead to: "We are currently experiencing system problems and cannot answer your call, please try again later"

danielleh

Thanks for reporting back. We're looking into this now.

Were you able to log your ticket in the customer portal as recommended above?