Did you get a chance to follow up your ticket with a call to SolarWinds tech support (866.530.8040, Option3)? I normally wait on the phone until one of the SolarWinds Tech Support Engineer's picks up.
Ditto; if I have an urgent issue, I'll create the ticket online, then call and wait. I'll t/s in the interim.
If I get it resolved, easy to close, but at least the process is started and when they pick up the ticket, they can get a sense of what the issue is.
Agreed that support is slow to respond/over capacity right now...I suspect it is b/c of so many modules new releases based on updating the core of the platform and the upgrades occurring since.
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I'm sorry to hear that your Technical Support experience hasn't been satisfactory. Can you please provide me with your Case Number & I'll ensure it's dealt with accordingly.