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NEW SolarWinds Customer Support Functionality - Addressing your #1 Request

Level 14

1602_customer_solarwinds-success-center-thwack-banner_2.jpg

We live in an amazing time where we have knowledge of just about everything at our fingertips – it’s just a search away. This is the norm now, and one of the reasons why your #1 request has been to make it easier to find answers to your technical product questions.

Over the last year we’ve invested in processes and technology, as well as improving our technical content so that you can quickly find the answers to your product questions. Some of you have stumbled across this new capability already by doing a Google search.

With the new SolarWinds Success Center, now you have one stop for all official SolarWinds technical content. In the SolarWinds Success Center you will find:

So far the response to this additional channel for helping you has been extremely positive. The newly launched Success Center is v1.0, and we are updating the content EVERY DAY and we will be making improvements to the functionality over time. We’d love to hear your feedback and ideas for improvement. Please comment in this post or send a note to customersuccess@solarwinds.com.

37 Comments
Jfrazier
Level 18

Excellent jkuvlesk​ !

tinmann0715
Level 16

Awesome! I am already playing with it!

rschroeder
Level 21

So much is included in the right name, the right spin.  I just like knowing I can access the "Success Center!"

rharland2012
Level 15

This is much, much better than the Failure Kiosk.

itbrian
Level 10

I called for support and they directed me to an article on this site

rschroeder
Level 21

We just need to close that exit from the freeway and we'll be good, right?

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rschroeder
Level 21

Solarwinds C.E.O. Kevin B. Thompson rang my bell in his latest open letter to the public when he referenced the many good things (including the Success Center) that are happening for customers.

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I'm not a celebrity, but I'm also not quite as isolated as I thought . . .

jlim13
Level 10

Sweet!

itbrian
Level 10

rschroeder​  Nice! Got the email a few hours ago and read it. 

jkuvlesk
Level 14

We've transformed our support organization and use the KCS (knowledge centered support) methodology now. If there isn't an article that exists to solve your problem, once a support case is completed, one will be created, and shared with everyone in the Success Center. Using this methodology our support team has created over 2,500 articles this year alone.

rharland2012
Level 15

jkuvlesk​ - that is some of the best news I've heard here on thwack in a long, long time. Thank you for sharing it.

bspencer63
Level 12

Great functionality and content.  Easy to navigate.  This will definitely be in the troubleshooting steps for any SW product moving forward.

Keep up the great work SW! 

gfsutherland
Level 14

Just started poking around... Like it!!!

rschroeder​ you are now officially a star!!!

m_roberts
Level 14

Can we get the old KB article links mapped through to the new Success Centre URLs please, as any saved links or Google searches are going to dead links now.

Loving the Success Centre btw, but some feedback:

1. The Category structure seems to have been lost and while the tag function is a similar feature, the large quantity of unique values does add complexity to the structure

2. Could benefit from date being included in the search results list to allow for relevancy to be determined before click through

3. Inclusion of further content for which the following thwack based is good reference - Network Performance Monitor (NPM) - Updated March 18, 2016

oliver.grist
Level 10

This looks really cool, I think the training videos will really help our engineers

jb007_cheat_
Level 7

This is pretty cool! I've got something to play around with getting some stuff done. thanks jkuvlesk

bleearg13
Level 14

First off, this is great content. I do think it will help find solutions to common problems. I hope there is a plan to redirect people to the new content when they click on an embedded link to the original content in a Thwack post or elsewhere. Keep up the good work in developing this content.

However, I personally think that SW should focus more on customer support response times. For quite a while now, it has taken nearly a full week to get an initial response from Support on anything besides a critical/emergency ticket. I can't imagine what my CEO would do if that was our average initial response time to customer tickets.

maria.bungau
Level 16

bleearg13​. this is great feedback! Do you have a particular ticket that's waiting for feedback from support?

bleearg13
Level 14

Not at the moment, but you can view the past three or four tickets I've opened and see the initial response times. I've brought this up before in Thwack posts, so it's possible that the ship is just taking a long time to correct itself. I don't want to take focus away too long from the great work on the Solarwinds Success Center, so I'll just leave it at that. Thanks!

khamsay.baig
Level 9

Impressive!  Exactly what I'm looking for.... Thank you.

jkuvlesk
Level 14

This is great feedback. We are working to fix all the broken KB links.

jkuvlesk
Level 14

Thank you for your comments. We are working to reduce response time. We've hired a lot of reps earlier this year. This, combined with providing self service (for non-complex product issues) via the Success Center should impact response time as the year progresses.

mikegale
Level 12

The new site looks a lot better but I'd like to see when a KB was published to know if it's relevant to what I'm looking for.

mtgilmore1
Level 13

Nice addition!!!!!!!!!!!!!!

jlinkowsky
Level 10

This isn't replacing Thwack in any way, right?

mrs.alterego
Level 13

thwack isn't going anywhere jlinkowsky, but the Success Center is just another way for us to help our customers (that's YOU) troubleshoot issues, gain access to updated KB articles, training videos, etc. If you go to any Success Center's product pages, you will see there are links to thwack, too, so we play well together to give our customers the best experience and most information we can!

jkuvlesk
Level 14

mrs. alterego is right! We now have 3 ways to help you: The Success Center provides official documentation, training and knowledge base articles. thwack is a great resource to get advice from the community, to learn from others and utilize what others' have created and shared (content exchange). It's also a great place to share your thoughts on what features should be added to our products. (There's a lot of other stuff you can do on thwack too, like have fun). If you are a customer under maintenance, you also have access to 24/7 support.

byrona
Level 21

This is awesome!  Great job to all those that helped make this happen.

familyofcrowes
Level 16

Very helpful.  Great job!!

rschroeder
Level 21

This helped me have a successful upgrade to NPM 12.  Nicely done!

vikkyg86
Level 10

would be good if the legacy links will automatically be transformed to the new portal, instead it just shows error, this is even on some of the support cases.

jkuvlesk
Level 14

Thanks for that feedback. We are working to fix the broken links. If you have any that you've found, please send them to customersuccess@solarwinds.com.

bmoore1
Level 10

IMO it is not working very well, or at least I have not found it to be useful for what I was seeking

rharland2012
Level 15

What were you seeking? Info about a particular product, problem, or error?

bmoore1
Level 10

It may be user error on my part, or it could be there is no info on the topics I was searching for.

I was looking for a few things recently and was not able to find relevant info from the success center.

One of my issues was not even possible after speaking to support (it was to use OU's in LEM --instead of groups).

Another was "an issue connecting Virtual Manager to Orion". There was an article with the steps, but none addressed my issue  -- which support had to provide me with a hotfix to resolve.

rharland2012
Level 15

Understood - thanks for the info. I hear ya!

jkuvlesk
Level 14

Thanks for your feedback. You participated in our survey and we are working to incorporate your feedback and improve our content.

About the Author
Like SolarWinds, I have roots in Oklahoma and have been fond of land grant schools as I went from Oklahoma State University, moving South to Texas A&M University.  Like my college career (accounting, political science, Russian language and then MBA), I have suffered ADD in my professional career moving from finance to strategy to product management and marketing.  I have, however, settled on the broad niche of systems management and have acquired knowledge in this space over the last 11 years. I was very happy to join the SolarWinds team in January 2012 and have been very impressed with the technology.  I look forward to engaging with this community.