Have Solarwinds Support already gone on Christmas leave??

Question

I posted a case two days ago with HIGH priority. And then another yesterday. Still they have not even been started. This is seriously bad. I am partialy blind right now. I can't see how our environment performs and tomorrow begins the most important days of the year for us. Not being able to see how our environment is doing is to say the least not good.

I am used to getting good service from Solarwinds support. So this is a huge dissapointment. And something that I will take further up Solarwinds management.

I am posting here in hope someone sees it.

jspeer · Answer

It looks like this is under wraps now but in the past I had a ticket open with a technician "working" it for 3 days without a resolution. After no help from the support desk in escalating the matter for resolution I ended up reaching out to our sales representative and within 30 minutes I had a new technician working on the issue and less than an hour later it was resolved. Definitely not the proper method of resolving an issue however desperate times call for desperate measures.

dancoh-betsson · Answer

Finally got a response from support. Think this helped.

mrs.alterego · Answer

dancoh-betsson‌ - can you provide me the case #'s? I will see about getting some eyes on it for you. Thanks!