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SolarWinds Lackluster Support

martian_monster over 6 years ago

Anyone else have some just terrible support experiences with SolarWinds or am I the only one? Rarely do I actually get an answer to my question or it takes a good week or two to get an answer. Today I moved SolarWinds to new servers and had an issue with Network Atlas not loading. After monkeying with Solarwinds support for 1.5 hours and getting nowhere they took diagnostics and would get back to me which is fine. What I did not realize until after I got off the phone is now my entire Orion site is down and not working. So spent all day to move the servers and then get on the phone with support and things are now worse... Anyone else been having this kind of fun with Solarwinds?

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0 jeepdriver over 4 years ago

Yes, I submitted several tickets - have not heard back on either. One was regarding the LEM - which will not allow me to perform reporting after the upgrade. When I submitted the ticket the site took me to suggestions (most of which were not applicable) and the solution suggested didn't work. So, I am still waiting for any response to the ticket I created. It appears to have gotten worse. I think the only reason to keep support is to be able to keep current. However, when an upgrade breaks functionality, I have to question the concept of paying for support. Perhaps there should be a tiered approach, like #1 if you are willing to wait several weeks, #2 if you need a response within a work week #3 - you need support within a 24 hour period. Then have the support cost reflect this so that you know how long it is acceptable to wait for a reply.
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0 jeepdriver over 4 years ago

Yes, I submitted several tickets - have not heard back on either. One was regarding the LEM - which will not allow me to perform reporting after the upgrade. When I submitted the ticket the site took me to suggestions (most of which were not applicable) and the solution suggested didn't work. So, I am still waiting for any response to the ticket I created. It appears to have gotten worse. I think the only reason to keep support is to be able to keep current. However, when an upgrade breaks functionality, I have to question the concept of paying for support. Perhaps there should be a tiered approach, like #1 if you are willing to wait several weeks, #2 if you need a response within a work week #3 - you need support within a 24 hour period. Then have the support cost reflect this so that you know how long it is acceptable to wait for a reply.
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