SolarWinds Support Quality

Aside from having them confirm the occasional bug for me, i try not to use support. Occasionally there are known bugs in the platform that they have unpublished hotfixes for, but aside from that I've always been better equipped to just solve my own problems faster than messing around with tickets.  Usually faster to reverse engineer the platform and fix my own issues than to get meaningful answers, at least that's been the case for me.

At one point a company I worked for had a remote office in the same area as the SW support offices, so we ended up hiring away a few of their support engineers to help with around the sun observability operations.  Good people, but I was pretty disappointed how much remedial training they needed to get them up to a level where they were useful on our team.  The things that SW employees don't know about how Orion works could fill books.  Unfortunately anyone who actually gets to that level of knowledge probably wouldn't be working in support anymore and will move their career on to a higher paid role so its always hard to keep good people in support.

Aside from having them confirm the occasional bug for me, i try not to use support. Occasionally there are known bugs in the platform that they have unpublished hotfixes for, but aside from that I've always been better equipped to just solve my own problems faster than messing around with tickets.  Usually faster to reverse engineer the platform and fix my own issues than to get meaningful answers, at least that's been the case for me.

At one point a company I worked for had a remote office in the same area as the SW support offices, so we ended up hiring away a few of their support engineers to help with around the sun observability operations.  Good people, but I was pretty disappointed how much remedial training they needed to get them up to a level where they were useful on our team.  The things that SW employees don't know about how Orion works could fill books.  Unfortunately anyone who actually gets to that level of knowledge probably wouldn't be working in support anymore and will move their career on to a higher paid role so its always hard to keep good people in support.

I've often come here for help and info first.

I too prefer thwack.

So do I