I have been hearing a lot about this SW Premier Support and I hear some good and bad news. Also, I am getting lots of noise from reddit of how bad their experience with the current Support Offering.
In any case, is this really a good idea to get Premier Support without fixing their current Technical Support situation.
It would be a great help if you could help me get some insight about this. Ciao!
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Curious what thread you saw in reddit, I could only find one and nobody in that thread had actually purchased any level of premium support so I can't really use it for much of a reference point.
We all know standard support has been pretty hit or miss and generally rough over the last couple years. I'm dying to see the premium support in action though and crossing my fingers that it actually gets you talking to someone who can efficiently diagnose problems.
I have found that arguing with the lev 1 support reps just gets my blood pressure up, these days i just let them follow their script so they can hurry up and escalate my ticket. It is exceptionally rare that if I'm calling in and talking to support these days we are going to have a solution that doesn't involve raising an internal bug or escalating to the dev's, so let's just get this over with and try not to waste too much of our time chasing non issues.
I am a SW Support for 5 years so I know how would it be for this new Premier Support. I just want to know from first hand experience so I could discuss to my Boss if it is worth the price.
Personally I feel no company so use a price tag to fix what is currently broken. Example in your question, shouldn't SW fix the issues with their current support before offering a very expensive support model, which in all honesty, has not proven with past support to be able to do a quality job. Why would an organization justify paying a premium for a minimum? I know it's promised to be this grand scale, however their software is quite expensive, and there is a free support with maintenance agreements. So if in fact part of my maintenance agreement is financing support items already, why would I justify more spend? Give us a year free to see if we can
a. use it to the extent we can justify value
b. determine if it is the service promised
c. provides the organization with a more reliable platform for SW due to support levels
but it's just my opinion.
While I think it would be sweet to have the Premier Support, the costs can work out to be equivalent to hiring your own full-time or half-time employee while being limited to having them work solely on being available if you ever have Solarwinds questions. If you have a very large amount of customers paying you for your Solarwinds monitoring, and if your employees have other demands on their times that prevent them from servicing those customers' needs, then the Premier Support could make great sense for your work flow and financial ROI. If Premier Support allowed you to spend a lot less time doing Solarwinds troubleshooting and decrease your learning curve significantly, it might be the right product for you.
In my organization we're continually looking to improve efficiencies while simultaneously reducing costs. It means less training, fewer support contracts, more time spent researching issues (and products) on our own. This has its own added cost overhead.
Hopefully SW products will continue to be easier to upgrade and simpler to understand and more intuitive to deploy correctly. If that becomes the case, and given our trend towards reducing cash outflow for support, Premier Support isn't on the table for my company.
Maybe that is why they have let their regular support become so poor...that way we have no other choice but to pay for the Premier Support? I submitted a ticket on Tuesday and have yet to hear anything from them...it is now Thursday.
I am with jeremymayfield , if you pay for the maintenance agreements, the support comes with that cost...it is going to be a hard sell to try and get more money for Premier Support when I for one have lost confidence in SolarWinds Support...I try and do everything i can long before i submit a ticket, then i continue to solve the problem on my own knowing full well it may be days or weeks before it gets taken care of...Don't get me wrong, I love Solarwinds it helps us all day/night long...but the Support has become started to suffer....
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