Hi recently opened a tkt regarding a issue with Network Performance Monitor. I received an email from Caroline stating that our maintenance agreement was expired and the tkt was being closed. I immediately responded back to her informing her that we had already paid our renewal. She responded stating that she was forwarding the maintenance agreement issue to Customer Service. Meanwhile I have an unresolved issue with NetPerfMon and I haven't heard from Customer Service. I expected to be called immediately from Customer Service or at least Tech Support to engage resolution of the issue even if first they needed proof by seeing the purchase order. Solarwinds is making strides to compete on the Enterprise Level....maybe you're growing too fast if you can't recognize a paid customer. Also communicating by email without ever talking to the customer is NOT appealing. The initial contact should have been verbal even if a vm was left. NOT some cold I'm not interested in you as customer email. The other issue I have is we have paid for our Toolsets yet when an engineer receives a new computer or has a problem with Windows we have to contact tech support to reset the license for reinstall. Which means that we will always have to pay maintenance just to reinstall. At minium should be able to reinstall the application if needed.
