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Update on SolarWinds Technical Support

As some of you, our valued customers, have experienced lately, our Support Team hasn’t been as responsive as we usually are. Some of you have voiced frustration. It’s understandable – when things don’t go as you expect, frustration can set in. I personally apologize for any inconvenience you’ve experienced.

Please know we’re working hard to alleviate this issue as quickly as possible. We’ve recently hired several new Support Reps who will be coming online very soon to help. We also have more than 20 openings for additional Support staff who, once they’re on-board and ramped-up, will resolve our increased capacity needs.

While we staff up and on-board new team members, we’ll be monitoring and managing the incoming cases on a daily basis to ensure we’re being as responsive as we can. If you’ve opened a ticket but have not received a response within 2-3 days, please let us know by emailing us at SupportExecs@solarwinds.com and we’ll prioritize your case. If you have a system down or urgent case, the fastest way to get help still will be to call us. 

As we act to increase our capacity, we appreciate your patience and understanding. We also appreciate your feedback and suggestions on how we can improve our Technical Support. Making you satisfied is our highest accomplishment, and we commit to delivering on that goal for you.

66 Comments

Thanks for working to improve the situation for us contracted Support users!

I don't always call support, but when I do, I like a response.   Thanks for working to make that happen. 

Keep calling my friends.  images.jfif

Level 12

Thanks!  I'm glad you're aware of it, and are working to improve the experience.

Level 16

Terrific!!  Soooooooooo happy you are reacting to this issue.

Again...  its stuff like this that makes us love Solarwinds!!

Level 13

In fairness I think the issue surfaced again on Thwack a few days ago and you have officially responded as a result. Try getting someone from Dell or BT to do that

Level 8

SolarWinds cares a lot about their customers' experience. I can tell you that by and large, they have a much better support team than anyone else in the IT software space.

This is a first - to my recollection - of a direct corporate response to support woes on thwack. Good job.

Level 8

Very glad to hear about the positive changes to the Support structure at Solarwinds. It is a fantastic product that will only get better through better support! While Thwack is an excellent community nothing beats having an expert assist you with resolving your critical issues in a timely manner. I look forward to continuing my relationship with Solarwinds and assisting as I can in the growth process.

Please continue providing updates on the progress!

Level 13

thank you Solarwinds...it's nice to see actual acknowledgement...let alone letting us know a solution is forth coming!

Level 12

Thanks for the update, it's definitely appreciated.

Level 8

How do you apply?

Level 13

They are under.... Blogs & Groups and then Job Board.

GOT A JOB? NEED A JOB? GET A JOB.

Level 12

Excellent response Solarwinds team - actual effort to hire more techs rather than just hollow feel good verbiage! Your support team does have a tough job, with so many disparate environments across your customer base. I look forward to faster response times in the future!

Level 8

This has to be one of the best bullet points I've ever seen in a job posting:

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Level 13

I prefer that, straight to the point!

Level 12

Glad to see this is being addressed. I started using IP Mon back in the Deep Metrics days and have managed to push Solar Winds to 3 of my last places of employment. Support has always been a major selling factor when I pitch moving to a SW platform. Things have been a little different as of late so I am very happy to see you are working on getting back on track with the stellar support that was always associated with the SW brand.

Level 13

Yep... Indeed... I called in for a system down issue today, and I only heard music... I was able to finally fix my issue while waiting...

Well done. Commitment to customers and response to our needs is great.

Level 7

Thank you for addressing this - I was getting worried.  We're a decent sized healthcare enterprise, 45K employees w/ thousands of devices, and we've migrated from CA tools to the SW suite recently and it's been difficult to get timely help.  But the help I do get is very good and knowledgeable.  We look forward to a good relationship with SolarWinds.

Level 11

This is ridiculous, you can't even open a ticket or get somone on the phone. What has happen to Solarwinds?

Level 17

I haven't had any issues with getting anyone on the phone, as long as you don't mind waiting through the phone tree.  Opening online can take a bit of time to get a reply, but fortunately they have given a path to ask if something hasn't been addressed.

you also still have the thwack forum and can always tag one of the geeks or someone else who absolutely will get you to the right folks.

I know cobrien​,  stevenwhunt​  and jkuvlesk are probably beyond tired of me tagging them all the time but the employees at solarwinds such as those will help as best they can even if a ticket will solve your problem as well. Again a point of "the forums here *are* absolutely worth using".

Level 14

I just sent you an email to see about helping you get your case opened.

Level 13

Tag away! Our customers are my first priority. If you are not getting the response that you expect, I am happy to make sure you get that response. I am always coming to our customers for product feedback, the least I can do is make sure they are getting the on going support they expect.

Level 12

We had a major upgrade (NPM 12) last Thursday evening. We had a one in a million fluke where the upgrade caused McAfee to go psychotic and cause our core Orion server reboot sporadically. We finally had to revert to the old version after months of anticipation and planning.

My tech team in India managed to finally get someone on the phone, and the connection was bad. The tech promised to call back - never did. Not even an email to state a case number.

I then tried twice to call the service desk, both times after 45 minutes, I was hung up on.   I find this to be unacceptable.

During the 2nd call, I submitted an online ticket, and a great tech Jessie, called back, and then joined a bridge line where we had Microsoft Level A trying to figure out why McAfee went south. That was great service. However, The entire upgrade process and root cause evaluation was delayed partially due to the poor phone call results, and made a bad situation worse.

I do hope solarwinds follows through and upgrades their service, and makes it a #1 priority in the future.

Level 9

WOW!! An actual response and update on an issue that your customers are complaining about. This is rare for any company nowadays. Thank you for owning the issue and keeping your client base aware of what you are doing to correct it. Much appreciated! Thank you!

Level 8

That's how I got hired

Thanks for the update, and especially providing it here.

Level 7

i think another good approach would ne to monitor your suppprt queue and send an email to customers. I think this will reduce stress before performing changes and what steps to take. Not getting a response for multiple it's unacceptable and could cause people to move away from Solarwinds. 

Level 12

We have a VERY similar enterprise AV solution as well.  Do you have any additional details you can share ?  I am starting to wonder if NPM 12 is having more issues than is being shared.  I cant think of any other reason customer support would be getting slammed so hard lately. 

Level 12

Is the recent spike in tech support response times due to issues with NPM 12 ?  Im still on 11.5.2, while it obviously has issues, I know what they are and how to deal with them.  Starting to worry about NPM 12.

My experience is that there is no recent spike in support times; SW support seems to have always been slow--particularly when opening cases online instead of calling.  I've used them since 2004 and haven't noticed positive or negative changes in response times for new cases--they're always much slower than I expect.  My rule of thumb, shared with co-workers, is that cases opened online take 3-5 days to get an initial response, and possibly two weeks or more for final resolution.

Don't hesitate going to 12.0.1.  I've seen it's better, more stable, more user-friendly than older versions.

And if you DO happen to have issues. hit them from three sides:  open a case online with SW support, open it again with a telephone call, and post your issues to Thwack.  Then have a private contest with SW and Thwack to see which one gets the fastest response, and another to see which one resolves the issue most quickly.

Level 12

rschroeder, I can do nothing but believe you and take your advice.  You are a valued member of this community, thank you.

Resolution races, I like that.

The thing about resolutions races is they might inadvertently embarrass SW Tech Support's online help--or even call-in help--if the Thwack Community responded faster with appropriate solutions.  I wouldn't want anyone feeling badly because some Thwack people have both skills AND a little free time. 

I've heard Thwack membership numbers in the 130,000 range.  Certainly several hundred of them are fairly active contributors, each with their own areas of expertise.  It must be hard for SW employees to compete with so many others, some of whom are demonstrably experts in their fields.

On the other hand, maybe that's why SW created the Thwack forum--to help folks get the answers they need in a timely fashion, without SW having to hire several thousand support staff members.  Everyone benefits, but when correct/helpful Thwack answers to our questions are significantly more timely than those we pay for with SW Support Contracts, it may tend to make one question the value of those contracts.  And I don't want that.

Level 12

I only had problems with the RC client... and it serves me right for using an RC client update in production, haha. The full release of NPM 12.0.1 hasn't given me any trouble.

Level 13

I have also had this scenario.  Even with the small amount of technical knowledge that I possess.

Level 20

There's a 11.5.3 too btw... I'm NOT an early adopter in production either.  After years on here I've learned to not jump with production systems until some things get ironed out first... usually in the form of hot fixes.  I will say though that I have 12.x running inside an VM enclave just to see how the process of installing went etc... even if a clean install.  I can't afford to work through too many problems on the production systems due to how many teams are relying on the alerts.  When you have multiple instances, APE's and various modules in different main pollers it greatly complicates things.  I do give some props to SW for finally trying to improve the installer... especially for multiple modules and adding the upgrade advisor.

Level 11

try to tell my management that lack software support the just spent some capital cash on the vendor doesn't  have enough support staff to support their product.

I have had this case open for circa 4 weeks,  I call, I hear music for the 30-40 minutes.....

I have severe resource impacts more frequent.   the Administrators are tell management the its the solarwinds software.

I wouldn't dear to even approach my management and inform them that Solarwinds is understaffed , so you will have to wait to get support .....   

Level 7

I agree, their support is AWFUL at getting back to us. They are notorious for calling us after hours, leaving a VM and when trying to get back with them ends up being impossible. We open a lot of tickets and just give up.  Between the used car sale gimmicks at renewal, and the support that doesn't exist our team is tired and ready to move on to something else.

mrs.alterego​, is there anything that can be done for @Ripped Up? I feel badly for that situation.

Level 14

rschroeder, our support team has engaged with Ripped up. Thanks for your call of help.

Level 11

Thank You SW Team.

Level 12

Hello nick_scott, while the the Microsoft team is still blaming mcafee, a great senior tech (Will) at solarwinds did find an entry in our logs where VMWare commanded the Orion server to reboot. Caveat for solarwinds: 100's of customers have upgraded and this issue has not happened to anyone else. I do also feel that solarwinds is very transparent with product issues, and again, my case above was unique to the upgrading experience.

Level 13

Looks like he is all taken care of...YAY!!!  Thanks for being on top of things jkuvlesk

Level 20

Keep us posted about this smoked_angus​ I still haven't upgraded to 12 yet and I have everything running on VM's in vmware as well.  Usually we are using Orion to get to the root cause of problems with VM's, servers, applications, etc.  It get's complicated when it is the Orion server having problems.  One good thing for me is I have more than one main poller so they monitor each other.

Level 9

I opened my first ticket earlier this week.  Responses & Resolution was within hours.  No complaints here.

Level 11

I appreciate SW support team, I myself was a HP support for HP openview with Pepperweed many years ago - my ticket went on close to a month, my manager was kneeling on me and whatever happen , and it does happen I didn't get a valid response.

So its not like I logged a ticket and just started complaining....  Thanks again SW support team !!

Level 9

27 minutes music on hold,, and counting

I have not seen any improvement.

Has anyone seen improved / reduced times to get someone on the phone ?