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Terrible support, terrible product.

Spudnet over 12 years ago

I'm sure this post will be deleted long before it influences any potential customers. Too bad. For the lucky few who read this as you consider a purchase of Solarwinds products, you are hereby warned.

Imagine a support organization that answers open tickets infrequently, and when they do, it's after hours. Imagine dealing with squirrely software that requires constant patching, and that the patches constantly induce unstable behavior in other modules. Imagine spending money on a product that requires a HUGE investment of time and energy to maintain.

We've been using Orion NPM since November. It has been unstable for months. Here's the support routine:

Open a ticket.

Wait until after 5:00 pm to get an e-mail response asking for a 200 Mb diagnostic.

Upload diagnostic the next day. Wait until after business hours for a response.

Apply suggested solution. It doesn't work. Respond. Wait until after business hours for a response. Nothing back. Give up. reboot the server. Problem temporarily goes away.

The pinheads who run support will no doubt take issue with the specifics. An e-mail wasn't received, Leapfile somehow lost the upload, but the point is true - this is not a stable product, and support is not worth waiting for much less paying for. Run now and select something else for network monitoring.

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0 johnsoj4 over 12 years ago

Our initial reactons to NPMv10.0 were much like yours when we began using it this past November. We found the system crashed on us a number of times for no apparent reason. We also had concerns about the quality of SW support.
We were fortunate enough to be looking at the server's performance when it started going awry. We discovered the cause of our issue was a memory leak in the Orion Service Manager. We connect to the server via RDP and we would leave the service manager running continually. We have not encountered a system crash since we began closing it after use. We couldn't find any documentation about this so we had some frustrating time before discovering it.
We have also learned how to use tech support more efficiently. Although we still experience some difficulties getting good responses, we have learned that some of the techs are better than others. When we have a particularly vexing issue, we ask to escalate to one of the more knowledgeable techs.
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0 johnsoj4 over 12 years ago

Our initial reactons to NPMv10.0 were much like yours when we began using it this past November. We found the system crashed on us a number of times for no apparent reason. We also had concerns about the quality of SW support.
We were fortunate enough to be looking at the server's performance when it started going awry. We discovered the cause of our issue was a memory leak in the Orion Service Manager. We connect to the server via RDP and we would leave the service manager running continually. We have not encountered a system crash since we began closing it after use. We couldn't find any documentation about this so we had some frustrating time before discovering it.
We have also learned how to use tech support more efficiently. Although we still experience some difficulties getting good responses, we have learned that some of the techs are better than others. When we have a particularly vexing issue, we ask to escalate to one of the more knowledgeable techs.
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