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A New Answer About SolarWinds Support

Over the years, I’ve had a chance to help staff the SolarWinds booth and represent the gamut of IT needs in nearly 100 trade shows. From networks to applications, from storage to security, and most recently hybrid and cloud, it’s been a pleasure to meet thousands of sharp admins from the THWACK community. In all of those conferences, and in all the interesting technical questions you’ve asked about the expanding product line, there’s only been one question I didn’t have a great answer for:

Does SolarWinds offer advanced support?

But if you see me at GITEX in Dubai or MS Ignite in Orlando this year, I’ll be able to answer differently. Because SolarWinds now offers three support options: Professional Support, Premier Support, and Premier Enterprise. That’s right, advanced support, direct from SolarWinds.

The offering formerly known as Premier Support is now called Premier Enterprise. We listened to your feedback and Premier Enterprise now offers even faster Service Level Guidelines and top-of-the-queue preference. We’ll provide you with a named contact familiar with your specific setup—and system quirks—to help you take a proactive view of your ecosystem with full health checks. It’s designed for the largest and most complex environments, with more urgent support needs.

Premier Support is a new support tier providing decreased wait times, upgrade guidance, and additional health checks to help meet the needs of our customers with setups needing a little extra love.

I’ve recommended many SolarWinds Partners over the years—and will continue to do so. If you’re looking for on-site training, customization, integration with third-party systems, tune-ups, and other services, one of our authorized Partners is a great choice. Customers who work with resellers (especially outside the U.S.) have enjoyed great local support for years. The new Premium Support option doesn’t replace these services—it extends the options available to help customers ensure they’re getting full use of their SolarWinds tools.

When customers ask about additional support, it’s usually after they’ve been using our products for a few years and they’ve gotten the monitoring spirit. They’ve seen happier users, easier operations, and more efficient use of their IT investment. They’ve built out comprehensive dashboards, integrated with other systems, and have shared access to their performance data well outside the monitoring team. In other words, they’ve realized monitoring is a tier 1, business-critical system they depend on day in and day out. They’re using SolarWinds not just to help keep IT running, but to become proactive.

Premier Support is designed specifically to help you do this. Very large customers—those with hundreds of thousands of elements and remote pollers scattered around the world—have had an enterprise support option to help with upgrades and planning, provide named support contacts, offer Service Level Guidelines, include system checkups, and more. And now, SolarWinds is offering a similar level of expert support to all customers, including those who aren’t multi-national in scale.

Check out this link for details. Premier Support helps keep your SolarWinds system running as designed. You get system checks, upgrade planning, accelerated issue resolution, access to advanced product experts, SLGs, and more. If you think you might be missing a host of new features, but haven’t upgraded in a while, Premium Support can be an extra hand. And if you inherited a heavily used SolarWinds platform, Premier Support is a great way to start becoming an expert admin for the system your team depends on every day.

I’m looking forward to the upcoming conferences this year for a lot of reasons, but especially because after a decade I have a new answer to a great customer question.

“Does SolarWinds offer Premier Support?”

“Yes, we most certainly do.”

14 Comments
MVP
MVP

That is great to hear!

Level 11

Whilst this sounds great in principle, perhaps it would be better to make those at the front line better at the support they provide.  I find support very hit and miss depending on the country performing that support.  I understand the follow the sun model, but this can greatly affect the support levels received.  The US based support is excellent, but the off-shore support is very hit and miss.  I've had experiences, where we have to talk through an intermediary, likely due to a language barrier, but this is frustrating for both the customer and the support agent.

What could possibly be a better idea, is having dedicated support teams for certain clients, that way they understand and know the environment of the client a lot better, and are able to be both proactive and reactive to situations.

Level 16

Could you provide a similar graph for Professional Support as well? Thanks!

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Level 9

so what does that mean for regular yearly maintenance?  i am guessing that is the Professional Support....so if the Premier is 1hr, 4hrs etc...are we to assume the Professional Support or regular yearly maintenance is just whenever they have time to deal with you? I feel like this kind of support used to be provided previously...when you could chose the priority or severity of your need and you would have help based on that...and did not have to pay more...

Level 13

Strangely I have had the opposite experience. Cork Support is outstanding, US is good but some knowledge gaps.

Level 7

Thanks for the feedback!  We are very excited to be able to offer these additional levels of support.

Level 7

Hi Jan and Grant,

Jan – Thanks for your feedback.  We have made significant investment into our global support teams, in fact we have doubled the support staff available over the last 3 years.  In fact, the results can be seen in our all-time high CSAT levels and case responsiveness, which is lower than any time in the last five years. We will continue to work on our support, not only the new offerings, but the current professional support as well in order ensure a good support experience for our customers.  Your comment about having a dedicated team is exactly why we are have decided to introduce these new levels off support as Premier offers an environmental health check that can be used by reps working on your cases to understand the environment quickly and efficiently and with Premier Enterprise you would have access to a dedicated team that knows your  ecosystem.

Grant - I am glad to hear that you have had good experiences with the Cork office and we hope to close some gaps you may have had with the US office.

I hope that we can not only meet but exceed your expectations in the future!

Erin - Sr Manager Customer Success

Level 7

Hi Bob -

We do not actually have a graphic for that one at this point, but you can see more about the Professional Support offering on the Success Center. 

Thanks!

Erin - Sr Manager Customer Success

Level 7

Hi Cathy -

Nothing should change for customers on Professional Support.  We will continue to make investments in our support team overall to continue to offer the same support and responsiveness available today.

Thanks!

Erin - Sr Manager Customer Success

Level 16

This is good news! Especially during upgrades.

With our network equipment support we always opened a ticket to have someone on standby during core upgrades and disaster recovery testing 'just in case'.

If you had an issue it took very little time and the vendor was already aware of the work going on.

Level 12

This is a nice add by SolarWinds!

MVP
MVP

That is a great offering. It's good to see this extended and I'm certain there will be a lot of organizations taking advantage of this.

Level 9

If possible, I'd like to see a graphic comparing the current level of support with Professional as well. It'd be much easier to show this to upper-level management to get them onboard with getting higher-level support via a glance as they're busy and want the cut and dry of what we need.

Level 8

Erin,

This has not been our experience recently.  We've been marginally up since October 23rd when a VNQM maintenance query started pegging the CPUs on our SQL server.  Support was initially responsive, told us to uninstall/reinstall Orion which had no effect.  Since then we've twice asked for escalation.  We received an apology on October 29th, but nothing since.

Before the problem we were running SQL just fine on 4 CPUs, but now SQL has 22 CPUs pegged.  Sessions and reports are intermittently timing out.  The case is 00412263, SQL Server CPU is being 100% consumed by VNQM maintenance query.