Mindy

We’re trying to assure we’ve got an efficient operation that allows us to provide a professional, consistent experience when you need technical support. I have a list of things I’m investigating to see if they will improve the support experience. Many of those things are behind the scenes and may not be readily apparent,…

Hi Pickerin, thanks for the feedback on the MIB process. The developer@solarwinds.com post you referred to in this thread is from 2007 and the process is different then what it used to be back then. I’ve asked MarieB to see if we can get this modified (not sure about that yet). We will also get the KB article updated so…

Thanks for the feedback on support. A couple of comments related to this thread: 1. Please use http://www.solarwinds.com/support/ticket/ to submit an online support case. 2. If you reply to the case message, you shouldn’t see the bounce message. 3. I’ve changed the rules on the bounce message so you should stop seeing…

Thanks for the feedback on our Support team. I’m the manager of the North American Support team and I’ve been at SolarWinds for about 3 weeks now. One of the reasons I joined SolarWinds was because of thwack. There are few companies that value the community as much as we do and the feedback from community and customers is…

Thanks for your suggestions regarding our support processes. I appreciate the specific feedback of what you would like to see improved. Here are a couple of comments:· Knowledge and experience of Tier 1 engineers – We are working on improving the skill levels of our support engineers at all levels and if you feel like a…

We'll contact you to get a case opened up in the interim. We just tried it with firefox and IE and it worked. Mindy

We use leapfile for the diagnostic files since they can be large and would be stripped out of email. If you think the diagnostics would be helpful for your case, you can tell the support rep in the initial support request that you’ve uploaded the diagnostics to leapfile. Just make sure you include the case number in the…

Ben, I took a look at your case and asked the Support Rep to give you a call so that these can be debugged further. Thanks, Mindy

Thanks for the requirement for 24x7 Support. This is on our list of support enhancements that we are looking at. Thanks, Mindy

Thanks for reporting this. What browser were you using and when it failed was it just before you did this post? Thanks, Mindy

Don, we don't have a support center in India. We do have support centers in Austin, Cork and Singapore to meet the needs of our global customer base. Depending on when you call us you may get a support rep in any of our centers. Thanks for the feedback that you're having a hard time hearing the support rep. I'll have that…

Thanks for the suggestion. I'll see if we can add attachments to the create a support ticket form. If you have a diagnostic file you want to include, you can include in the description field a note that you'll be uploading the diagnostics to leapfile. Please include the case number in the subject line once you post the…

Donald, thanks for the feedback. Today there are 2 ways you can escalate a case within Support – 1. You can reply back to the support case and request that the case be escalated to a manager since you aren’t happy with the way the case is currently being handled or 2. You can call in to Support and request that your…