10 Replies Latest reply on Mar 27, 2008 2:01 PM by adontech

Maintenance cost

adontech Mar 13, 2008 5:23 PM

We were unable to renew our maintenance last year, but now I would like to find out how to get back on maintenance. I have sent 2 emails to sales@solarwinds.com asking how....no response. I opened Case #35871 - "Maintenance and/or upgrade cost through my customer support portal on 3/5.....no response. Now we are being asked for budget cuts, so I am afraid Solarwinds lack of response means we will be stuck on v8.5 for a while. Is business so good that you don't need any more revenue?

Re: Maintenance cost

mark wiggans Mar 13, 2008 5:28 PM (in response to adontech)

Sorry about your experiences. I cannot determine what exactly happened but I'll see that someone contacts regarding this.
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- Re: Maintenance cost
  
  shaneh Mar 13, 2008 6:09 PM (in response to mark wiggans)
  
  I also sent an email to the sales team with no response, after maintenance cost for 1 year 1000 monitors,
  
  Would appreciate if you could chase them up for me as well
  
  thanks
  
  Shane
  
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  - Re: Maintenance cost
    
    mark wiggans Mar 13, 2008 8:34 PM (in response to shaneh)
    
    Yes, will do.
    
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    - Re: Maintenance cost
      
      billt Mar 14, 2008 8:51 AM (in response to mark wiggans)
      
      If only this were rare with Solarwinds. I had licensing issues after I purchased the software. I sent several emails to support and my sales rep that went completely unresponded to. I ended up calling and on the second try got someone who could help me.
      
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      - Re: Maintenance cost
        
        Network_Guru Mar 14, 2008 10:43 AM (in response to billt)
        
        Not sure if I'm the only one, but it seems SW licensing infrastructure is flakey at best.
        
        We have 1 copy each of Orion SLX, Orion SLX poller and Orion SL2000.
        Yet in the downloads section of our account, there were 2 copies of Orion SLX and Orion SLX poller and none for Orion SL2000.
        (I requested the download for SL2000, and it was promptly added to my downloads page).
        I've requested that SW adds the hostname of the registered computer to the list of licensed products to make it easier for the customer to identify licensing issues.
        The only page that correctly lists the purchased software is the maintenance status page.
        Considering that licensing and maintenance affects SW bottom line, you would think they would do a better job tracking software and licenses?
        
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        Re: Maintenance cost
        
        adontech Mar 14, 2008 10:55 AM (in response to Network_Guru)
        
        It looks as though I am not in this boat by myself. Hopefully someone up top will see this and recognize that there are some issues that need to be worked out.
        
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        Re: Maintenance cost
        
        eskador Mar 27, 2008 11:18 AM (in response to adontech)
        
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        Re: Maintenance cost
        
        mark wiggans Mar 27, 2008 11:20 AM (in response to eskador)
        
        I'll see that someone contacts you. For reference next time you can send an email directly to maintenance@solarwinds.com
        
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        Re: Maintenance cost
        
        eskador Mar 27, 2008 1:53 PM (in response to mark wiggans)
        
        Thanks everyone for working on this and solving my issues.
        
        Without a support contract in place I didn't think it would get done, but you've truely shown what a outstanding company SolarWinds is!
        
        Thanks again,
        
        Jeremy
        
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        Re: Maintenance cost
        
        adontech Mar 27, 2008 2:01 PM (in response to eskador)
        
        I did finally get a quote thanks to these forums, but I'm trying to figure out where the money is going to come from. The quote (with a 25% discount) is 4 times the amount of the maintenance agreement quote from last October and that's with me going from 500 monitors down to 250. I may have to start looking for an alternative tool.
        
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