Service quality provided by SolarWinds support

You just described (what I have found to be) the textbook definition of their current technical support workflow.

Source: 12 years of using the product.

I would try re-opening the ticket and asking to get it escalated.

I've tried everything I could, including contacting their support line for escalation. The case is still opened. It feels like everything I’ve sent/requested has just been forwarded into a black hole. 

I'm glad to hear this is a well-known issue with their support, though I’m sorry you're also having to deal with it like the rest of us. We’re approaching our 10-year mark but may need to reconsider pursuing this milestone.

Try contacting your sales person if you are stuck, that usually helps. If the issue is something you could share in the community possibly someone here could help. 

After + 10 years working with solarwinds support, the best I do is when something get stock, I contact my account manager. Always find the way to talk with the people can solve the issue. 

Thanks for the advice! I'll give it a try

I agree, go down the same path re-opening and getting it escalated. 

(Gratefully, the mighty lords of SolarWinds have bestowed upon us this blessed button to reopen.)

within ~45 days... But then they are quite good on following up on closed cases. Although, I had one where the problem went away for a couple of months, case got closed, and then I needed to reopen. We had done a lot of investigation on the previous case and more or less had to repeat it on the reopened one...

Quick update: Support finally responded after four days, stating he’s 'out of the office' and shared a link to the release notes, claiming it includes a fix for my issue. However, after carefully reading through the article, I found nothing related to my problem. I replied within 10 minutes, but it looks like I’ll have to wait until he decides to 'return to the office' again.