SolarWinds Support Quality

Greetings all, 

What is the deal with SolarWinds support, we rarely open any ticket and when we do we regret the day we purchased this product.

It's taking almost a week to confirm whether a feature is supported, and why it's not working.  They use delay tactics and endless apologies tone without any progress. 

I am curious, is there a point to purchasing support? And is support really needed?

We are thinking about dropping the product, but I would love to hear from others if their experience is different. 



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