Another terrible experience with support

What was the issue? The more info here in thwack the more people helped.

emunizaga , would you might posting your support case number?

Did you test this on a dev enviroment before to move with prod? I have been working with SAP one of the best software houses in the world and the software fails, the support is good, but I never trust in any software I better test on dev. In my experience with solarwinds I alwas take my safety steps, 1) test on a dev any upgrade 2) create snapshots before the upgrade, if i have something like you mention I can rollback.  take this as experience, think better the next time. this things happends with any monitoring software, scom, dynatrace etc but your it expertise can reduce this kind of events. 

thwack.solarwinds.com/.../have-you-had-your-say-yet-join-our-solarwinds-customer-experience-survey

Make your voice count

I've found that creating a ticket and waiting doesn't get the response I expect. But if I create a ticket and immediately call in the response has always been amazing. I don't know why there is a difference, but anytime something is important you need to create the ticket and then call in with the ticket number.

We too are having a bad experience currently! - We spent a lot of time documenting and commenting on over 22,000 CVEs in the SW Compliance area and use this as part of our Audit compliance regime.  We were recently called out for using a particular switch IOS and wanted to refer to this work only to find that the entire CVE DB is now empty - we raised a case a month ago to investigate where it went and whether it can be retrieved and a month later we still haven't had a decent response, instead we are being passed from Region to region and engineer to engineer.

Come on SW get your act together - respond in a reasonable timeframe, or better still -find the issue and fix it!!!

I have had a decent experience so far but I know that recently SolarWinds was brought out by a centre capital firm "Turn/River Capital" and in my experience when firms are purchased by these firms the service quality goes downhill and often quickly as these firms are more focused on making short term profits than long term customer experience.

Examples of this are easily seen in the food industry where chains get brought out and suddenly food and customer service quality drops and prices go up. We already at my workplace awaiting to see how much more our license fees go up 

It's policy at mine to have a snapshot of all SW servers before upgrades as we have had issues with upgrading if the user didn't backup or have a test system to confirm upgrade was fine no offence but that's on his workplace and him 

The Support Engineer can only provide the KB articles to you, which isn't helpful for you.

Thank you for sharing donrobert5 ,
The survey link has concluded.