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SALES / Tech Support Wait Times

crazyitguy over 3 years ago

Is anyone else having trouble connecting with support and/or sales via email or phone?

I have not been able to reach sales this entire week. I contacted our last known sales rep first via email, then via the sales email, then via a call starting on Monday. I have tried several other times throughout the week. I have been on hold between 10-30 minutes each time with no one ever answering. I am currently on hold with tech support hoping this will lead to sales. NO! I have been on hold for 11 minutes and nothing. I left voice mail during the week with no response. This is beyond ridiculous. I have also sent an email to support hoping for something. We need to upgrade our license count. Is SW out of business??? Give me a break, do you want our money or not?

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wlipford over 3 years ago

Been there, done that. Got the t-shirt.

i have found marking my ticket in all caps SYSTEM DOWN, and setting severity to critical helps but anything off hours it has been a struggle lately
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msites over 3 years ago in reply to wlipford

Same. Like did they fire all of the support staff or has the staff all quit after getting tired of the buggy releases in the past few months?
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danielleh over 3 years ago in reply to msites

Do you have an existing ticket msites? If so, can you please share the number with me?
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msites over 3 years ago in reply to danielleh

00784886
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danielleh over 3 years ago in reply to msites

Got it. Thanks. Hang tight.
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xtraspecialj over 3 years ago in reply to msites

Sorry, but buggy releases lately?? I've used SolarWinds Orion for over 10 years now and, besides the glaring massive security hacking scandal in November, the product has never been more stable nor has it performed better. We have a very large install (10 polling engines, every module of Orion, DPA, two Additional Web Servers, and a 500 GB database) and everything runs amazingly smooth and has done so for almost a year now...

The only bugs we encounter anymore tend to be annoyances in the UI more than large issues... If you are consistently having major issues lately I'd say it's probably something unique to your environment and not related to "buggy releases in the past few months".
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msites over 3 years ago in reply to xtraspecialj

Are you Agent based? 2020.2 introduced if you were using Agent based polling your engines would go down. It occurred to a a few large customers until there was a buddy drop for a one off agent until it was fixed in 2020.2.4.
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xtraspecialj over 3 years ago in reply to msites

We have about 200 agent based nodes (a selection of Windows, Linux, and AIX). That issue didn't occur for us. Still wouldn't say that would be enough of an issue for their support staff to quit in droves. Now the Russian hacking scandal on the other hand...
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xtraspecialj over 3 years ago in reply to msites

We have about 200 agent based nodes (a selection of Windows, Linux, and AIX). That issue didn't occur for us. Still wouldn't say that would be enough of an issue for their support staff to quit in droves. Now the Russian hacking scandal on the other hand...
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