SolarWinds Support Quality

not quite there, but there are days when I seriously question our orgs choices.

I'm not sure which SolarWinds product you have, but we have SolarWinds Service Desk and I have had really great experiences with support so far.  We have had very timely responses, and they are usually very helpful to find a solution quickly, even by unconventional means.  I have had feature requests for items that don't yet exist in the product, but I feel those items are out of the support's control.  That is more in the development team, and I would assume would have to go through extensive testing, which would take some time.  Yours is more of a waiting for confirmation, though, which could be just that particular support engineer is overworked.  It might be worth reaching out to your SolarWinds Rep for movement.

I've opened multiple support tickets with SolarWinds. Their support personnel responded to me promptly. Usually in two hours, with a Webex support call or an email resolution. Their support engineers are really helpful and knowledgable, in my opinion. Right now, we're utilizing every product offered by SolarWinds HCO.

Not sure what product you got but we use the following products

NCM
NPM
Netflow
Netpath
UDT

I'm still relatively new to the platform but I would say from personal experience the support has been decent I log calls and I got help sometimes took a little time like when NCM collapsed due to a SQL issue after update and we couldn't use the platform for a week but they kept us in the loop and kept trying fixes. 

The updating tool is a bit hit and miss but again many tools often claim to have one button updating and sometimes trip up in most cases it's easily fixed or in our case we do server snapshots and roll back if there is any issues and cannot be easily fixed and we keep those snapshots for several days to check for issues.

I have used worse products for network management and monitoring than SolarWinds  

Hi GirbanG .  I've shared your feedback with our support & customer success leader as I'm sure he would like to ensure you're getting the level of support needed. In the meantime, is there a case/ticket number I can look into for you?

Hello Logan, 

We use NPM and NCM, and our experience has been the opposite of yours.  Even at one point asking for a feature request, that took months and we finally decided to abandon our ask.

Regards,

Girban

Depends on the type of support.

Every ticket we open is a struggle. To be fair, the only ticket that went very quick is rehoming licenses for our lab SolarWinds instance

Thank you for sharing your experience.

Girban

The response was quick initially, acknowledging the ticket, after that it goes into ether with no substance and value tracking the case. 

Thank you for sharing your experience. 

Girban

Thank you for sharing your experience.  The product is decent, especially the new UI they introduced.  The update tool is a bit quirky I agree, but I am usually scared to use it when we do upgrades :)