Has anyone else noticed a change in the quality of support from SolarWinds?

Yes, I would also tend to agree. Our last upgrade was a disaster. Upgrade from 2020.2.6 to 2023.1.0, we lost 1 of our 4 polling engines after a tech attempted to fix issues identified after an upgrade. All agents on that APE were orphaned. This caused more harm than the initial problem I logged the ticket for. I have found that a lot of the techs that pickup the tickets initially don't know their stuff as well as they should. However the higher level support techs are great if your ticket gets escalated.

Rather than do a quick webex to properly understand the issue, most techs want logs and I've also found that they ask for logs in folders that don't exist. I believe this simply comes down to techs that aren't trained well enough. If a problem can't be solved quickly they should escalate to a higher level tech and then look back at what was done so that they can further their learning.

We just have the default level of support.

Yes, I would also tend to agree. Our last upgrade was a disaster. Upgrade from 2020.2.6 to 2023.1.0, we lost 1 of our 4 polling engines after a tech attempted to fix issues identified after an upgrade. All agents on that APE were orphaned. This caused more harm than the initial problem I logged the ticket for. I have found that a lot of the techs that pickup the tickets initially don't know their stuff as well as they should. However the higher level support techs are great if your ticket gets escalated.

Rather than do a quick webex to properly understand the issue, most techs want logs and I've also found that they ask for logs in folders that don't exist. I believe this simply comes down to techs that aren't trained well enough. If a problem can't be solved quickly they should escalate to a higher level tech and then look back at what was done so that they can further their learning.

We just have the default level of support.