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SolarWinds Support, are you awake?

josh.haberman over 6 years ago

Finally got SAM for our Orion instance (YAY!) but, after installing it and the running configuration wizard I receive an error that says "Error while executing script- Invalid object name 'dbo.APM_ProcessEvidence_Detail". (BOO!)

Now, my Orion instance seems to be borked. I called SolarWinds support and waited on hold for 30 minutes until the phone rang and I get dead air. There was no response after multiple attempts so, I called back. After another 15 minutes, I got a rep and gave him my SWID. He said he was going to pull up my account and then I get dead air with no response... I'm about to call back again but, I really need some help with this before Monday!

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0 brett.holzhauer over 6 years ago in reply to josh.haberman

Josh-
Sorry for the inconvenience. I will be sure this thread gets escalated to our Support team so they can see the issues you were having.
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0 rschroeder over 6 years ago
My experiences have lead me to follow a slightly different path for contacting support for issues that need faster resolution:
Open a ticket online.
Attach any files, all descriptions, screen shots, explanations of recent changes, and most importantly: Exactly what I want from Support during this case. It helps for them to understand my concerns, and they do a better job when I give them a numbered itemized list of questions and concerns to answer and address.
RDP into your Solarwinds server or APE and use the Orion Diagnostics tool to generate a diagnostics file. This can take a while.
Once the case is created, use the case ID for when you upload the Orion Diagnostics, once they've completed.
Now that everything's created and uploaded online, for important cases I call the Solarwinds toll-free number and wait on hold for a response. It can take a while. My average is 20 minutes on hold; one of my co-workers waited 45 minutes last week before someone picked up and started working with them.
The process of having all of your information in a ticket, all of your diagnostics uploaded, before you talk with someone, is a time saver.
I do NOT use this process for medium or low priority issues. Support will get around to my ticket eventually, and I typically have the online cases resolved within two weeks. I save telephone calls for the most important issues, and rely on Support to triage cases created online based on the work load and availability of Support technicians.
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0 adatole over 6 years ago in reply to rschroeder

I just want to +1 this. I cover some "tricks" (not really tricks, just best practices) for opening and managing your support tickets in this SolarWinds Lab episode:
SolarWinds Support Spectacular! - SolarWinds Lab #36 - YouTube
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0 rschroeder over 6 years ago in reply to adatole

Experience is the best teacher. But a great GUI ain't a bad thing, and neither is a well-trained and well-staffed Help Desk.
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0 joepoutre over 6 years ago

The online ticket submission system is not working. I tried last evening, and didn't realize my ticket hadn't been taken. I've tried again this morning, but it is still failing.
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0 joepoutre over 6 years ago in reply to joepoutre

I was able to submit the ticket, but I cannot attach the log that shows the problem.
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0 brianj over 6 years ago in reply to josh.haberman

APM is the old name for SAM. It looks like the APM appreviation is still used in a lot of places in SAM.
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