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Level 9

SolarWinds Support Incredibly Long Wait Times

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I have been on Hold for more than an hour and finally went to a voice mail. Has anyone experienced incredibly long wait times recently contacting support? 

1 Solution
Community Manager
Community Manager

Calls are designed to go into voicemail (which is monitored) after an hour to avoid infinite hold due to case volume. We are prioritizing system down cases ahead of others. If you have an urgent issue, you can log a ticket in the customer portal and we can prioritize it based on the severity of the issue.

In the meantime, you can also share your issue here if you'd like and we can see if we can help. 

Sincere thanks for your patience. 

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Community Manager
Community Manager

Calls are designed to go into voicemail (which is monitored) after an hour to avoid infinite hold due to case volume. We are prioritizing system down cases ahead of others. If you have an urgent issue, you can log a ticket in the customer portal and we can prioritize it based on the severity of the issue.

In the meantime, you can also share your issue here if you'd like and we can see if we can help. 

Sincere thanks for your patience. 

View solution in original post

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Unfortunately please refer to case Case # 00706737. Created a case and trying to reach support, 40 mins on the line. How can we wait for so long in the event of system downtime? Is there any other contact number/e-mail address to reach for system down situations?